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
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.
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
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
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
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
Management and talent development of a global organization.
Customer service mindset with proven relationship management
Strong communication skills, both communication and technical
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
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
Nashville, Tennessee Posted 7 Days Ago
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!