About the Role:

Responsible for managing end-to-end service delivery plans and IT service towers for continuous alignment of services to requirements and increased predictability.

What You Will Do:

• 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.

What You Will Need:

• Bachelor’s degree or equivalent education and work experience related commercial operations area. Master’s degree preferred.
• 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

The responsibilities listed above are not all inclusive and may be changed at any time.

Salary range: $145,796.47 – $240,564.18

The salary range reflects the minimum and maximum target for a new hire in this role. Individual pay within the range will be determined by multiple factors which can include but are not limited to a candidate’s experience, qualifications, skills, and location. Your recruiter can share more about the specific salary for your location during the hiring process. Ranges may be modified in the future.
This role is also eligible for an annual performance-based incentive opportunity.  Pathward offers a comprehensive benefits package for eligible employees, including health insurance, 401(k) retirement benefits, life insurance, disability benefits, paid time off, and more.

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