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Form of workJob Description:
The Senior Service Delivery Consultant is responsible for managing and fostering strong business relationships and partnerships between Senior Technology Executives across different Technology organisations. A senior Service Delivery Consultant supports, typically, one or more Technology Executives and serves as a single point of contact for the development teams for all their infrastructure requirements. The role is responsible for Relationship Management / Account Management of a client / business area in all information technology activities. The senior Service Delivery Consultant also acts as a conduit for communicating key Technology strategies to stakeholders across the Technology organizations. The role also acts as a broker for escalations & unresolved issues between the Support teams and Application development teams along with complex service requests using consulting skills and conflict resolution, proactively drive innovative business solutions, and use technical, enterprise, and business knowledge to work across structures to meet customer needs.
About us:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
Overview:
The Transformation &Deployment Office Service Delivery Consultant will be a member of a newly formed team within Network Services who will enable the advancement of consistent and transparent Network Service Delivery, resulting in an organization that is fully accountable for successful execution and high consumer satisfaction.
The position will lead the compilation and analysis of network Service Delivery data (i.e. "book of work") and report on overall metrics for trending performance. The position will generate reports to demonstrate analysis of the delivery of network services. The position will analyze demand capacity and assist in documenting a resource chargeback and recovery methodology and identify resource constraints that may develop. The position will provide input in tool selection and adoption and provide the data to drive intake assessment, reporting, and workflow functions. The position will work with delivery teams to provide input to lessons learned to in order to implement process changes to further improve Service Delivery. The position will assist in development and adoption of best practices.
The role requires effective communication, collaboration and problem-solving skills as the individual will interface directly with multiple internal and external stakeholders (e.g. product and service management, suppliers, etc.). The position requires a critical thinker open to define and adopt new Service Delivery processes and methodology to produce optimal results to consumers.
Responsibilities:
Required Skills:
Desired Skills:
Shift:
1st shift (United States of America)
Hours Per Week:
40
The Senior Service Delivery Consultant is responsible for managing and fostering strong business relationships and partnerships between Senior Technology Executives across different Technology organisations. A senior Service Delivery Consultant supports, typically, one or more Technology Executives and serves as a single point of contact for the development teams for all their infrastructure requirements. The role is responsible for Relationship Management / Account Management of a client / business area in all information technology activities. The senior Service Delivery Consultant also acts as a conduit for communicating key Technology strategies to stakeholders across the Technology organizations. The role also acts as a broker for escalations & unresolved issues between the Support teams and Application development teams along with complex service requests using consulting skills and conflict resolution, proactively drive innovative business solutions, and use technical, enterprise, and business knowledge to work across structures to meet customer needs.
About us:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
Overview:
The Transformation &Deployment Office Service Delivery Consultant will be a member of a newly formed team within Network Services who will enable the advancement of consistent and transparent Network Service Delivery, resulting in an organization that is fully accountable for successful execution and high consumer satisfaction.
The position will lead the compilation and analysis of network Service Delivery data (i.e. "book of work") and report on overall metrics for trending performance. The position will generate reports to demonstrate analysis of the delivery of network services. The position will analyze demand capacity and assist in documenting a resource chargeback and recovery methodology and identify resource constraints that may develop. The position will provide input in tool selection and adoption and provide the data to drive intake assessment, reporting, and workflow functions. The position will work with delivery teams to provide input to lessons learned to in order to implement process changes to further improve Service Delivery. The position will assist in development and adoption of best practices.
The role requires effective communication, collaboration and problem-solving skills as the individual will interface directly with multiple internal and external stakeholders (e.g. product and service management, suppliers, etc.). The position requires a critical thinker open to define and adopt new Service Delivery processes and methodology to produce optimal results to consumers.
Responsibilities:
- Generates overall performance / dashboards for Service Delivery and execution
- Creates artifacts and establish regular reporting routines and forums with stakeholders to review Service Delivery performance
- Facilitates meetings with stakeholders to drive actions to closure and resolve conflicts which impede work assignments and workflow
- Facilitates communication and collaboration across teams to support commitments
- Identifies risks and develop mitigation plans
- Performs resource capacity analysis for delivery/execution
- Maintain chargeback methodology to recover resources
- Documents requirements and drives the selection and adoption of tools which will enable improved delivery (e.g. front door portal, JIRA, etc.)
Required Skills:
- 7-10 years of combined Technology, Financial, Program and Project Management experience in an Enterprise environment
- Self-starter/self-directed, hands-on, organized and detail oriented
- Strong analytical and critical thinking skills with a propensity to identifying new ideas and methods (i.e. "outside the box")
- Experienced in use of Microsoft Office applications; Excel, Project, PowerPoint
- Experience in automation tools and processes
- Demonstrates ownership: Is accountable and can hold others accountable (professionally)
- Deep understanding of process development and documentation
- Strong collaboration within and across teams
- Strong time management
- Strong problem solver
- Strong verbal and written communication skills and ability to work with all levels of management
- Excellent leadership skills
- Excellent client interfacing skills
- Ability to formulate and deliver complex presentations to leaders and stakeholders
- Adaptability to evolving organization with competing priorities
Desired Skills:
- Bachelor's or Advanced degree in IT business management in a relative technical field
- Project and / or program execution discipline
- Experience in networking-related disciplines and terminology within a design, implementation, or operations role
- Ability to inspire change through innovation & process improvement
- Performs well under pressure and in multifaceted environments where priorities can change in response to customer demand
- Flexible: able to adapt to a changing environment
- Drive for continuous learning, results-orientation, and teamwork
- Experience with automation tools
Shift:
1st shift (United States of America)
Hours Per Week:
40
