VP – IT Service Delivery
Posted on 1/26/2024

501-1,000 employees

Provides Banking-as-a-Service for underserved communities
Company Overview
Pathward stands out as a leader in the financial industry by focusing on financial inclusion, offering Banking-as-a-Service and commercial finance solutions to underserved clients and customers. The company's transformation from a local bank to an industry supplier demonstrates its adaptability and commitment to its mission. Furthermore, Pathward's role in the Banking as a Service environment, as discussed by its executives, is a testament to its influence and dedication to driving financial inclusion.
Financial Services
Data & Analytics

Company Stage


Total Funding





Sioux Falls, South Dakota

Growth & Insights

6 month growth


1 year growth


2 year growth

United States
Experience Level
Desired Skills
IT & Security
  • Bachelor's degree or equivalent education and work experience related commercial operations area
  • ITIL certification (preferably for service management, which implies ITIL Service Management Practitioner certification)
  • Preferred project management training and/or PMP/PRINCE2 certification
  • Typically 12+ years with bachelor's or equivalent
  • Financial industry regulatory experience a plus (FDIC, OCC, SOC, SOX)
  • Strong interpersonal skills
  • Strong leadership
  • Delivers managed IT services account, contract oversight and support negotiation of SOW, SLA and OLA including the definition, testing and validation of total cost of sourcing (TCS) measures per sourcing initiative
  • Manages the implementation of service agreements, roles and responsibilities across the sourcing-management organization and suppliers
  • Monitors, reports, analyzes and escalates on service alignment (including service levels) with agreed SOWs and escalates on day-to-day operational execution of the SOWs and ensures service providers perform to the SLAs documented in the contract
  • Captures performance data and interacts with demand management and performance management to ensure that services and levels are aligned with business requirements at a tactical level
  • Drives alignment of the business, IT and suppliers with sourcing objectives and the sourcing strategy
  • Ensures service delivery meets the business requirements of the sourcing strategy (based on defined SLAs) and aligns service-delivery capacity to business demands, while managing customer satisfaction
  • Delivers a consistent process for incident and problem escalation and resolution in line with the sourcing governance framework and collaborate with relationship management staff to facilitate effective issue resolution with multiple suppliers
  • Formalizes functional business requirements into service requirements, including business-side ownership of the required change management process
  • Develops and maintains service-delivery plans (including budget, processes, tools, staffing and charging mechanism) and designs an approach and a plan to manage risks in the sourcing-strategy and service-delivery plans
  • Initiates changes to the contract (external contract/internal agreement) and support the definition and maintenance of pricing metrics and models to ensure they meet business requirements
  • Identifies all sourcing-related interactions between business and sourcing management, sourcing management, business, and supplier/vendor
  • Selects, develops, and evaluates team members
  • Other duties as assigned
Desired Qualifications
  • Master's degree
  • Financial industry regulatory experience
  • PMP/PRINCE2 certification