As the Manager Service Management you will offer leadership to a team of inquisitive Service Management Specialists and serve as a key contributor as you pursue end-to-end SMO solutions. Your work will drive innovation within the company, as you ensure the functionality, deployment and scalability of Citizen’s infrastructure platforms.
The Manager of Service Management will be responsible for:
Offering guidance to a team of solutions-oriented Service Management specialists ensuring that all teams have the knowledge and resources necessary to complete top-quality work while maintaining an ambitious timeframe.
Acting as a technical liaison between technical and non-technical colleagues, including senior management, operations teams, engineers, architects, etc. to offer operational insight to upcoming updates, implementations, installations, tests and strategies.
Leading proactive efforts to improve the performance, accessibility, capability, control and functionality of Service Management components, including planning for business growth.
Monitoring a multitude of projects and/or workstreams with many concurrent users, ensuring accessibility, control and data-integrity.
Developing cost and time estimates for initiatives; performing feasibility studies and cost/benefit analyses, recommending external parties, vendors or subcontractors if need be.
Designing, planning and executing infrastructure testing efforts; validating and analyzing test results; ensuring that tests evaluate all possible impacts on current infrastructure; documenting results.
Identifying cost-savings opportunities as they relate to infrastructure engineering, i.e. opportunities for automation.
8+ years’ experience in infrastructure engineering with a proven track record of successful solutions planning and implementation
Specific knowledge of one or more of the following: infrastructure and server theories, principles, and concepts, application infrastructure and standards, networking fundamentals, storage management (i.e. SAN) design and support, databases (i.e. IMS, DB2, SQL Server, Oracle, MySQL, MS Access, etc.), middleware technologies (i.e. WebSphere)
Experience with a variety of software languages, operating systems, network protocols and platform delivery methodologies (Agile, Scrum, Waterfall, etc.)
Experience working in the financial services industry, developing infrastructure solutions that may contain sensitive financial data
Understanding of banking system and custodial and consumer banking operations
Comfortable navigating large corporate structure to ensure timely delivery of projects
Experience communicating complex technical processes to non-technical colleagues
Experience with Linux, VMWare, Unix or Citrix
Education and Certifications
A bachelor’s degree in Computer Science, Computer Engineering or a related discipline
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.