What are the responsibilities and job description for the Director, Technology Success Management position at Fidelity Technology Group, LLC?
Job Description: Note: Fidelity will not provide immigration sponsorship for this position. The Role The Technology Success Manager (TSM) is a strategic partner to the business, ensuring associates have reliable, high-performing, and intuitive technology experiences. This role blends technology expertise and customer success practices, participating in the full lifecycle of technology adoption, value realization, and continuous improvement. You will work closely with business leaders, especially in financial services and wealth management, to ensure technology capabilities result in measurable business outcomes. What You Will Do Build trusted relationships with business and executive leaders Serve as a technology advisor, aligning solutions to business needs Own and execute a Technology Success Plan, including value tracking and outcomes Conduct regular business reviews to communicate performance, risks, and opportunities Use observability and analytics to proactively identify and resolve issues Drive associate productivity through improved digital experiences Lead adoption and enablement efforts for enterprise tools Identify trends and root causes, and influence long-term improvements Partner across engineering, product, and support teams to deliver results Act as an escalation point for critical technology issues The Value You Deliver Improved associate productivity and digital experience Strong alignment between business needs and technology outcomes Reduced technology friction and increased reliability Greater adoption and ROI of enterprise tools The Skills You Bring 10 years in technology success, customer success, or IT relationship management Strong business engagement, communication, and influencing skills Experience working with executive stakeholders Broad IT knowledge, including: End User Compute and digital workplace tools Observability, monitoring, and performance insights SaaS and enterprise applications Experience using data and KPIs to measure adoption and value Ability to translate technical concepts into business outcomes Knowledge of IT risk, resiliency, and continuity Preferred Qualifications Experience in financial services, with emphasis on wealth management environments Familiarity with DEX platforms Experience delivering Executive Business Reviews (EBRs) Background in IT client success or service delivery leadership roles Fidelity’s Onsite Working Model Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles. Certifications: Category: Information Technology Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories. At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation please contact the following: For roles based in the US: Contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 2 For roles based in Ireland: Contact AccommodationsIreland@fmr.com For roles based in Germany: Contact Accommodationsgermany@fmr.com Fidelity Privacy Policy