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Head of Global IT Service Delivery

Company: AllianceBernstein L.P.
Location: Nashville
Posted on: September 16, 2020

Job Description:

We are seeking a Nashville based Global Head of IT Service Delivery to lead our Global IT Service Delivery organization, reporting to our Chief Technology Officer (CTO).

Global IT Service Delivery is a client focused service and support organization that works closely with all IT counterparts, as well as the business, to ensure that technology is consumed seamlessly by our internal users. This team is comprised of a global End User Technology team of 50+ located across 19 of our global offices, an IT Service Delivery Management team of 4 a managed IT Service Desk. This organization reports to AB’s Chief Technology Officer.

Describe the role:

The Global Head of IT Service Delivery reports into AB’s Chief Technology Officer and manages a global End User Technology team of 50+ located across 19 of our global offices, an IT Service Delivery Management team of 4 a managed IT Service Desk. This role is based in our Nashville headquarters will have global responsibility for all our offices and staff.

Responsibilities Include:

Manage our global End User Technology Team of 50+ and managed IT Service Desk who are responsible for service and support across all our global offices; Manage our IT Service Delivery Management team of 4 who are responsible for global incident and problem management.

Build Partnerships: Act as a partner, trusted advisor and relationship manager for our business and technology, serving as the face of enterprise technology. This role regularly meets with business and technology executive management.

Manage Customer Expectations: manage our clients experience on how they consume our enterprise technology, by levering quantitative metrics, soliciting and analyzing client feedback. With the goal of providing superior service across our product offerings. Must evaluate customer’s experience against a set of satisfaction goals and criteria.

Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance, accurate reporting and establishing service improvement activities when required.

Communication: Service Delivery takes ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review. Conduct regular internal and third-party service review meetings covering business requirements, performance, service improvements and cost of services.

Overall IT Service Management: people, processes and technology that support problem, incident, knowledge, asset, and change management. Champion operational excellence across the technology organization through continual service improvement. Governs technology communications sent across the firm.

Delivery, adoption and support of end user and workplace technology. T his includes the desktop computing environment, productivity and collaboration tools, mobile devices, telephony, etc. Engage product management to provide solutions and training for staff. Engage with staff to provide product feedback ensuring ongoing enhancements to AB’s technology.

C reate Cost-Effective Systems: ensure that systems and processes are efficient and cost-effective. Find ways to reduce costs without affecting the overall customer experience, managing the cost for all enterprise systems.

Leads planning and buildouts of workplace technology for new offices, as well as regular move, add, change activities. Owns end user technology standards and procurement.

Describe the applications and business or enterprise functions the role supports:

This role will be responsible for the delivery, adoption and support for global enterprise technology. These incudes but is not limited to the desktop computing environment (Citrix virtual desktop, Windows and Apple OS, etc.) mobile and BYOD devices (MobileIron, iOS, Android, Chromebooks, etc.), productivity and collaboration tools (Office 365, Symphony, etc.), telephony, all desktop software and audio/visual support.

What makes this role unique or interesting (if applicable)?

This is an executive level client facing role providing the opportunity to work closely with every aspect of the business and IT understanding how technology impacts our business as well as contribute to the products and services that will improve their business. The person in this role will be challenged with working in a dynamic environment and has ample opportunities to learn about a wide range of technologies and build relationships across multiple SBUs.

As AB has moved our headquarters to Nashville, this role will have to opportunity to contribute to the building of their team and the CTO organization.

Qualifications, Experience, Education:

Bachelor’s degree required. 10 + years IT management experience . Experience in managing a global technology support organization is preferred.

Skills:

Management and talent development of a global organization.

Customer service mindset with proven relationship management skills.

Strong communication skills, both communication and technical writing

Executive presence, high energy candidate is preferred.

Problem-solving and analytical ability. Candidate with analytics experience is preferred.

General background/ understanding of technology

Strong understanding of IT Service Management practices.

Special Knowledge (if applicable):

Experience in the Financial Services industry a plus

Experience working in a multicultural, global company is a plus

Company Description:

AB is a leading global investment management firm that offers high-quality research and diversified investment services to institutional clients, individuals and private clients in major markets around the world. AB employs more than 500 investment professionals with expertise in growth equities, value equities, fixed income securities, blend strategies, and alternative investments, and, through its subsidiaries and joint ventures, operates in more than 20 countries. AB’s research disciplines include fundamental research, quantitative research, economic research and currency forecasting capabilities. Through its integrated global platform, AB is well-positioned to tailor investment solutions for its clients. AB also offers independent research, portfolio strategy and brokerage-related services to institutional investors.

Nashville, Tennessee Posted 7 Days Ago

Full time

R0004319

About Us We are a leading global investment management firm offering high-quality research and diversified investment services to institutional clients, individuals and private clients in major markets around the globe. With over 3,700 employees across 51 locations operating in 25 countries, our ambition is simple: to be the most trusted investment firm in the world. We realize that it's our people who give us a competitive advantage and drive success in the market, and our goal is to create an inclusive culture that rewards hard work.

Our culture of intellectual curiosity and collaboration creates an environment where you can thrive and do your best work. Whether you're producing thought-provoking research, identifying compelling investment opportunities, infusing new technologies into our business or providing thoughtful advice to our clients, we want to support you in making your impact. If you're ready to challenge your limits and empower your career, join us!

Keywords: AllianceBernstein L.P., Nashville , Head of Global IT Service Delivery, Other , Nashville, Tennessee

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