Service Delivery Manager

The Service Delivery Manager for GTI (Global Technology & Infrastructure) is responsible for interfacing with the central IT organization (GTI), and the Card Services Technology Teams to support Card Services technology infrastructure, goals, and projects. Service Delivery encompasses ensuring that our business and IS goals for delivering and supporting technology-based services, including applications, infrastructure, and day-to-day operations. This individual is expected to work side-by-side with other SDM's, resource managers, project managers, and development peers. The job specifics includes developing GTI SLA's for service delivery, issues management, process improvements and documentation, metrics reporting, and client-relationship building. This person must establish trust-based relationships with organizations all over the bank to build teams that otherwise have no accountability to execute what you are driving. Requires deep knowledge of the Card and GTI business operations and processes to guide the teams to develop the best solution to meet/exceed client's needs and expectations. Represents Card IT Technology by interfacing with GTI and all other non-Card lines of business within JPMC to build repeatable processes to allow the Card business to deliver for the business. Represents GTI by interfacing with other lobs and other GTI groups to build bridges within the various GTI departments to allow for mature process development.
REQUIREMENTS
5+ years experience with large technical environments, preferably in a Service Delivery Role supporting a 24/7 environment Experience managing relationships with centralized IT organizations, influencing their actions and directions, and holding them accountable to deliver to service levels. exceptional interpersonal skills including building trust-relationships, influencing and interfacing with other organizations and Lines of Business Knowledge of ITIL Service Delivery concepts Strong Microsoft office skills Credit Card business knowledge and project management skills would be a plus