At Franklin Templeton, we're advancing our industry forward by developing new and innovative ways to help our clients achieve their investment goals.

Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals.

Our talented teams working around the globe bring expertise that's both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we provide opportunities to help you reach your potential while helping our clients reach theirs.

Come join us in delivering better outcomes for our clients around the world!

What is the Messaging Operations team responsible for?

The Messaging Operations team provides client and server technology support for various Office 365 services, eDiscovery, Messaging and Unified Communications platforms.

These systems provide our external customers and internal employees with the ability to collaborate and communicate securely and in real time.

The operational support for these platforms and technologies are provided 24x7 through a follow-the-sun model.

What are the ongoing responsibilities of a Service Delivery Manager?

Reporting to the IT Manager of Messaging Engineering and Unified Communications team, the Service Delivery Manager of Messaging Operations will manage a globally dispersed team and take primary responsibility for the operational excellence, service delivery and daily operations support for the Messaging, Collaboration, eDiscovery and Unified Communications platforms.

This includes the management of the ongoing deployment, migration, and operational support of various Office 365 technologies such as Microsoft Teams, Exchange and OneDrive.

Additionally, the Service Delivery Manager will handle support escalations and workload management across the Operations team to ensure service, request and incident management SLAs are met as well as a follow-the-sun operations model is maintained.

The Service Delivery Manager will also be responsible for setting yearly performance goals as well as mentoring and developing talent during regular performance reviews.

The Service Delivery Manager is responsible for overseeing the performance and quality of the outsourced services provided by third-party vendors and ensures that the vendor resources meet the service level agreements (SLAs) and key performance indicators (KPIs) defined by the client.

The service delivery manager also manages the relationship between the client and the vendor and resolves any issues or escalations that may arise.

The ideal candidate will have experience supporting large corporate business groups within the Financial Services industry, will be a fast learner, passionate about high impact projects, and will have superb communication skills.

This is a full-time position in the Eastern time zone.

Responsibilities :

Demonstrate a working knowledge and understanding of a broad set of communication and collaboration technologies including Office 365, Microsoft Exchange, Microsoft Teams, Meeting Room Video Conferencing, Web Collaboration Technologies, Mobility Management and eDiscovery

Collaborate with the Engineering team to deliver effective and stable solutions that address business goals and operational requirements on time and within budget.

Efficiently fulfill customer and business demand by partnering with Architects, Engineering and other stakeholders to design, communicate and implement Strategies, Technology Roadmaps, Standards, Processes and Services

Partner with Global Information Security to deliver and maintain operational capabilities of our services which ensure security, audit and regulatory compliance requirements are met

Lead Office 365, Messaging and UC maturity and adoption, driving standardization and maturing processes that can be automated with the goal of driving greater overall Service Delivery maturity

Provide Capacity Planning and Performance Management for Global IT Messaging and UC Consumer Technology.

Perform financial forecasting; manage project and departmental budgets

Define and establish Operational metrics and measurements that demonstrate systems health and communicate through Operational Reviews

Stay abreast of new and emerging technologies and processes and continuously improve IT services.

Make and influence technical and business decisions

Work closely with Vendor Relationship Managers to foster healthy supplier relationships, manage contracts, product performance, usage monitoring and forecast, service levels and expectations

Partner with Engineering leaders to establish criteria and execution to ensure proper transition from Engineering to Operational areas for project delivery and production support.

Lead the triage of escalated, complex problems as needed to ensure restoration or quality of service

Recruit, develop and mentor a team of talented, highly motivated staff. Model and coach expected professional behavior required for a high-performing network engineering team.

Develop opportunities for cross-team effectiveness and remove organizational barriers for strong teamwork, collaboration, and excellent service delivery

Monitor and evaluate the vendor resources' performance and quality against the SLAs and KPIs

Provide feedback and coaching to the vendor resources to improve their skills and competencies

Communicate and coordinate with the client and the vendor on the service delivery expectations, requirements, and issues

Manage the contract and budget of the vendor resources, and ensure compliance with the terms and conditions

Identify and implement best practices and process improvements for the service delivery of the vendor resources

Report and escalate any risks, issues, or challenges that may affect the service delivery of the vendor resources

W hat ideal qualifications, skills & experience would help someone to be successful?

MinimumQualifications :

3 years' experience leading teams responsible for Messaging and UC Collaboration Infrastructure and Service Delivery for global, mid- to large-sized corporations with geographically dispersed populations

Demonstrated technical management experience and knowledge in the areas of Office 365, converged Enterprise Voice, Data, and Video, Unified Communications, Cisco, Microsoft and eDiscovery platforms

Passionate, collaborative, results-oriented leader with a proven track record of inspiring and building strong performing teams

Demonstrated success in implementing quality guidelines, standards and procedures

Experience leading geographically distributed and culturally diverse workgroups

Excellent written and verbal communication skills. Must be able to effectively communicate to technical and non-technical audiences

Strong organization and planning skills

Strong influencing / negotiation skills

Strong interpersonal / relationship management skills

Demonstrated financial and contract management skills

Preferred Qualifications :

Specific technical expertise with Office 365, Microsoft Exchange, Mimecast, Microsoft Teams and Office 365 Services

Experience and training in ITIL Service and Product Management methodologies

Bachelor's degree in computer science, Engineering or equivalent experience

Financial Services industry experience or other highly regulated industry

Expertise in the areas of Information Security and Risk Management, Business Continuity, Disaster Recovery / Avoidance

Experience with PowerShell scripting

Office 365 certification a plus

Franklin Templeton offers employees a competitive and valuable range of total rewards-monetary and non-monetary-designed to support the whole person and to recognize their time, talents, and results.

Along with base compensation, other compensation is offered such as a discretionary bonus, 401k plan, health insurance, and other perks.

There are several factors taken into consideration in making compensation decisions including but not limited to location, job-related knowledge, skills, and experience.

At Franklin Templeton, we apply a total reward philosophy where all aspects of compensation and benefits are taken into consideration in determining compensation.

We expect the salary for this position to range between $ 141,000 and $166,000.

MID SENIOR LEVEL

Our culture is shaped by our diverse global workforce and strongly held core values. Regardless of your interests, lifestyle, or background, there's a place for you at Franklin Templeton.

We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.

Hear more from our employees

By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle.

We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for maintaining your physical and mental health, saving for life's adventures, taking care of your family members, or making a positive impact in your community, we aim to have your needs covered.

Learn more about the wide range of benefits we offer at Franklin Templeton

Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation.

Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation to search for or apply for one of our positions, please send an email to accommodations@franklintempleton.

com . In your email, please include the accommodation you are requesting, the job title, and the job number you are applying for.

It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.

Last updated : 2024-04-22