IT Service Delivery Manager

About Empower

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment and fluid career paths, encouraging and celebrating internal mobility. We recognize the importance of purpose, well-being, and work-life balance, fostering a welcoming and inclusive environment where associates dedicate thousands of hours to volunteering.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.

The Role: IT Service Delivery Manager

The IT Service Delivery Manager serves as the single point of contact for the technology-related needs of our institutional clients. This role is accountable for delivering an exceptional client experience by leveraging internal relationships with Empower technology teams.

What You Will Do

• Serve as an escalation point for customer concerns if/when they arise.
• Initiate, build, and sustain productive relationships.
• Maintain end-to-end accountability for customer satisfaction and overall delivery excellence for Empower technology utilized by institutional partners.
• Work with teams to determine necessary activities to successfully deliver projects throughout the given service line or function.
• Deliver customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution.
• Continuously improve the technical delivery model and strategy, implementing and managing delivery with associated teams.
• Work closely with Infrastructure, Systems, and Business leadership to plan and execute projects.
• Manage effective working relationships with other departments, groups, and personnel with whom work must be coordinated or interfaced.
• Define, manage, and report on client service KPIs.

What You Will Bring

• Bachelor’s degree in Information Systems or equivalent with a minimum of 3 years of experience in an IT leadership or Project Management role.
• Demonstrated superior, continuously attentive focus on the client experience.
• Experience supporting complex systems or leading production support teams.
• Experience managing technology projects.
• Experience integrating employees and associated technologies from acquisitions.
• Excellent verbal and written communication skills, previous leadership, management, and supervisory experience across multiple information technology disciplines, and excellent time management abilities.
• Ability to demonstrate initiative, exercise good judgment, exhibit strong profit orientation, and achieve results through others.
• Very strong conceptual, analytical, judgment, and communication abilities are critical.

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

What We Offer You

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Medical, dental, vision, and life insurance.
• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup.
• Tuition reimbursement up to $5,250/year.
• Business-casual environment that includes the option to wear jeans.
• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year.
• Paid volunteer time — 16 hours per calendar year.
• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA).
• Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.

Base Salary Range: $105,700.00 - $149,275.00

The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Empower is an equal opportunity employer and drug-free workplace with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.

For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.

Key skills/competency

• IT Service Delivery
• Client Relationship Management
• Project Management
• Customer Satisfaction
• IT Leadership
• Production Support
• KPI Reporting
• Communication Skills
• Analytical Skills
• Problem Resolution