IT Service Delivery Manager - Service Now

At Associated Bank we strive to create an inclusive culture where different perspectives are valued and recognized as strengths critical to our success.

If you thrive in an environment where your growth and development are encouraged and supported, then Associated Bank may be the right place for you.

An IT Service Delivery Manager is responsible for delivering consistent and quality IT services to colleagues and customers through the execution of standardized processes and best practices such as the Information Technology Information Library (ITIL).

This person provides hands-on leadership to direct reports for empowering, coaching and developing staff, including cross-team collaboration and efficiencies.

We can hire candidates located within the Associated Bank footprint. This includes the states of Arizona, Connecticut, Florida, Illinois, Iowa, Indiana, Massachusetts, Maine, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, New York, Nevada, Ohio, Pennsylvania, Rhode Island, South Carolina, Texas, and Wisconsin.

We invite you to view the opportunity below.

As a IT Service Delivery Manager, you will :

• Oversee request workflows (ticketing) through immediate team(s) and in coordination across companion teams to facilitate assignment, escalation and timely completion of request.
• Maintenance of IT product and support documentation, including knowledge bases and troubleshooting guides.
• Engagement with Business Solutions (IT Product Owners) for product lifecycle management, including supportability requirements and ownership transition during maintenance and major releases / upgrades.
• Maintain service quality focused relationships with service providers specific to incident, problem and change management.
• Communicate and work with executive leadership relating to technology issues or suggesting solutions to complex issues.
• On a continual basis, report to IT leadership standardized metrics related to agreed upon service level agreements.
• Enable and champion an IT service culture, promoting service improvements (through ITIL Continuous Improvement Process) on an ongoing basis to continually improve quality and customer satisfaction with IT services.
• Manage the team's performance targets, cost, quality of service and end user satisfaction levels; as well as, strategic planning, design, development, documenting, implementation and management of activities associated to service delivery processes.
• Occasional travel to the other physical Associated Bank locations to provide on-site support and assist in maintaining consistencies between the four locations.
• Available 24x7x365 as needed for any critical issues that may arise.

Education

Bachelor's Degree or equivalent combination of education and experience in Computer Information Systems. Required

Experience

• 7-10 years leading a service operations team with hands-on experience operating within Change, Incident, and Problem Management IT practices. Required
• 10-12 years Managing Incident, Change and Problem Management processes. Preferred
• Experience implementing ITIL processes. Preferred
• Experience implementing / operating ServiceNow. Preferred

Licenses and Certifications

• Other ITIL (IT Infrastructure Library) certification. Preferred
• Scrum Master certification. Preferred

In addition to core traditional benefits, we take pride in offering benefits for every stage of life.

Retirement savings including both 401(k) and Pension plans.

Paid time off to volunteer in your community.

Opportunities to connect with others through our diversity-focusedColleague Resource Groups.

Competitive salaries with professional development and advancement opportunities.

Bonus benefits including well-being programs and incentives, parental leave,anemployee stock purchase plan, military benefits and much more.

Personal banking, loan, investmentand insurance benefits.

Associated Bank serves more than 120 communities throughout Wisconsin, Illinois and Minnesota and we consider our colleagues critical to our continued success.

See why our colleagues continually vote us a best place to work in the Midwest.Join our community on Facebook , LinkedIn and X .

Compliance Statement

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential.

We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act.

Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR.

Responsible to report ethical concerns as needed to Associated Bank's anonymous Ethics Hotline.

Associated Bank provides additional assistance to individuals with disabilities throughout the application & interview process.

Please contact leavesandaccommodations@associatedbank.com if you need an accommodation at any time during the interview process.

Associated Banc-Corp is an Affirmative Action and Equal Opportunity Employer . Associated Banc-Corp participates in the E-Verify Program.

E-Verify Notice English or Spanish . Know Your Right to Work English or Spanish .

Associated Bank is Pay Transparency compliant.