Service Delivery Manager IT Risk & Delivery

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***

The IT Service Delivery Mgr is the single point of contact for the technology related needs of our institutional clients. They will be accountable for delivering a great experience by leveraging internal relationships with Empower technology teams.

What you will do:

• Serve as an escalation point for customer concerns if/when they arise
• Initiate, build and sustain productive relationships
• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence Empower technology utilized by institutional partners.
• Work with their teams to determine necessary activities to successfully deliver projects throughout the given service line or function
• Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
• Continuously improving the technical delivery model and strategy, implementing, and managing delivery with the associated teams.
• Works closely with Infrastructure, Systems, and Business leadership to plan and execute projects.
• Manages effective working relationships with other departments, groups, and personnel with whom work must be coordinated or interfaced.
• Define, manage, and report on client service KPIs.

What you will bring:

• Bachelor’s degree in Information Systems or equivalent with a minimum of 3 years of experience in an IT leadership or Project Management role.
• Demonstrates a superior, continuously attentive focus on the client experience.
• Experiencing supporting complex systems or leading production support teams.
• Experience managing technology projects.
• Experience integrating employees and associated technologies from acquisitions.
• The position requires excellent verbal and written communication skills, previous leadership, management and supervisory experience across multiple information technology disciplines, and excellent time management abilities.
• The individual should demonstrate initiative, exercise good judgment, exhibit strong profit orientation, and have the ability to achieve results through others.
• Very strong conceptual, analytical, judgment and communication abilities are critical.

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Medical, dental, vision and life insurance
• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
• Tuition reimbursement up to $5,250/year
• Business-casual environment that includes the option to wear jeans
• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
• Paid volunteer time — 16 hours per calendar year
• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leav