Service Manager

Seeking an IT Service Manager to act as the primary liaison between the Technology Operations function and the Loan Servicing business function.  The incumbent will be part of both the LS and IT management teams and insure that a high level of service is provided to this key business unit at all times.



The Service Manager is assigned to support one or more COAF business units.



The primary responsibilities of this position include:

- Understand the operational service requirements of the assigned business unit.

- Map service offerings provided by COAF IT and its various suppliers to business unit requirements.

- Negotiate Service Level Agreements with the assigned business unit.

- Ensure all parties understand cost implications of service level decisions.

- Provide periodic reporting of operational service levels to business unit and to IT.

- Provide primary operational interface between COAF Technology Operations and 3rd party suppliers utilized by the business unit.

- Assume primary coordination and communication responsibility for all significant incidents involving the systems or business unit operations.

- Coordinate application project activities between project teams and the Technology Operations function.

- Ensure effective testing is performed on all new project and other change activity for the assigned business unit prior to promotion to production.

- Build effective, collaborative relationships within IT and between IT and end the assigned business unit(s).

- Manage multiple projects as required

- Other responsibilities, as needed.
REQUIREMENTS
Required:

- 4+ years IT experience including at least some operational experience.

- Strong process development skills.

- Ability to effectively manage multiple projects and tasks.

- Strong attention to detail.

- Strong project/program management skills.

- Ability to build strong relationships and trust with internal and external clients.

- Experience managing and building relationships with outside partners.

- Dependable, self-motivated and able to take action with minimal direction.

- Collaborative team player.

- Excellent written, verbal and interpersonal communication skills.

- Strong professional presence and impact.

- Experience analyzing data and reporting findings to senior leadership.

- Bachelor's Degree



Preferred:

- Strong quantitative and analytical skills.  Ability to understand and perform complex analyses.



No agencies please. Capital One is an equal opportunity employer dedicated to diversity in the workplace. We promote a drug-free work environment.



Job Reference #507751