Hybrid/Scarsdale, NY Pay Range: $150,000 - $180,000 Apple Bank is seeking an experienced Service Delivery Manager to build and maintain relationships with the organization’s business lines, as well as be responsible for coordinating and communicating service updates and introducing new services to our employee base. This position partners closely with the Head of Service Delivery to oversee all operational aspects for the Service Delivery Team, including strategic projects and initiatives. The incumbent provides coaching, development planning, and goal setting to junior staff and interacts with senior leadership on a regular basis regarding status updates and initiatives/opportunities for technological improvement. The successful candidate will possess a track record of successful leadership as a service delivery professional and is a highly motivated and experienced problem solver with above average customer service and desktop engineering skills. The Manager must also have proven experience supporting end-user desktops and laptops with the most current platforms (Office 365, ServiceNow, Azure, Cloud Based Systems, etc.) This experience is required, as the position is part of the staff that handles escalations from our Service Desk Team. ESSENTIAL DUTIES & RESPONSIBILITIES Incorporate the principles of ITIL into the daily operational activities of the Service Delivery Team and when participating in joint team initiatives; supervise technical development of the Desktop Support Team and lead the day-to-day activities of staff. Ensure that an effective/efficient level support is provided within the desktop support environment for all hours of support, including afterhours and weekend coverage. Act as the primary escalation contact from a desktop support level prior to escalation to other support groups. Assist in the product management of ServiceNow to ensure that the needs of the customer are met, while also ensuring that the stability of the platform is maintained. Assist in the creation and execution of policies and procedures that comply with regulatory requirements as dictated by NYDFS and FFIEC. Document common issues, causes, and solutions; develop policies/procedures, user-guides, FAQs and web-based guides; provide content for the Bank’s IT intranet page. Oversee service delivery engagement to ensure compliance with change and risk management, as well as audit/regulatory controls, involving data gathering, analyses, and reporting. Develop and leverage reporting to identify current trends and recurring issues; develop actionable plans to address these issues. Partner with various teams throughout the organization including Network and Server Infrastructure, Quality Control, Information Security, Internal Audit, and IT Governance, Risk, & Compliance (IT-GRC), etc. Identify, analyze, and solve problems in a timely and organized manner utilizing industry best practices/ procedures. Maintain knowledge of IT industry to effectively address ongoing demands for enhancements to existing network and services, which may include team or individual research, as well as testing, reading, and attending conferences. Perform other duties as requested. SKILLS, EDUCATION, & EXPERIENCE Bachelor’s degree and a minimum 7 years of experience IT project management, in lieu of education, 12 years of direct related work experience. Proven experience supporting end-user desktops and laptops with the most current platforms (Office 365, ServiceNow, Azure, Cloud Based Systems) Experience working closely with SMEs, project managers, and process owners to capture business requirements to translate them into technical specifications and develop ServiceNow functionality. Experience in automation and scripting: PowerShell, Scripting, Batch, etc., required. Understanding of Service Delivery function, including the need for standard and consistent responses. ServiceNow Application Developer Certification is a plus. Understanding of root cause analysis. Must be cybersecurity knowledgeable. Foster teamwork and partner across functional areas to deliver seamless service to customers. Experience in writing reports, business correspondence, and procedure manuals. Strong understanding of networking and related services. Excellent interpersonal and communication skills (verbal written); must be skilled at communicating technical concepts to non-technical employees. Ability to identify and escalate situations requiring urgent attention. Visa sponsorship not available. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes. Since 1863, Apple Bank has been a stable banking presence in New York City and its surrounding communities. We seek to put the best interests of our customers first and to manage our company prudently and responsibly. When you join the Apple Bank team, you’ll be working with a group of dedicated and talented professionals focused on delivery of an outstanding customer experience. For more than 160 years, Apple Bank has been invested in our customers and communities, striving always to put their best interests first. Along the way, our employees have been the key to our success. Whether you’re just beginning, continuing or changing your career, Apple Bank offers a range of career opportunities. We’ll support you in developing your potential to the fullest, while you contribute to our growth and success. Apple Bank’s employment policy is to provide equal opportunity to all persons. We have made a commitment to equal employment opportunity through a positive and continuing affirmative action program. No employee or applicant for employment will be discriminated against because of race, color, citizenship status, religion, sex, sexual orientation, creed, national origin, age, physical or mental disability, veteran status, political affiliation, domestic violence victim status, predisposing genetic characteristic, or any other Federal or State legally-protected classes. Apple Bank will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us at talentacquisition@applebank.com. EEO is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf EEO is the Law Supplement: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf The Pay Transparency Notice: https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_ English_formattedESQA508c.pdf Know Your Rights: https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights.pdf