It's an exciting time to join Fisher Investments; we're investing heavily in the future of our firm's technology and information security. Our business is growing internationally, which emphasizes the need to build an unparalleled team that inspires future global growth and scale through strategic solutions and continuous innovation. We help support our firm's diverse businesses, and we're excited to continue solidifying that foundation as we add more accomplished technologists to our team.
The Opportunity:
As IT Service Delivery Program Manager, you will report to the Service Delivery Team Leader to manage the efforts of the IT Service Delivery team and build strong strategic relationships with other Technology and Business groups. You will serve as the Product Owner for the Agile Scrum Team, collaborating with Product or Application Owners and Partners to identify and address the businesses wants and needs, refining and improving the existing Service Portfolio, defining and implementing additional IT Service Management responsibilities and setting the prioritization of our team projects. You will ensure the ongoing cost-effectiveness and integration capabilities of the services and overall solution set. You will work for the continuous improvement of the Service Portfolio based on metrics, KPIs, and customer feedback which will be key to success for us to provide the best possible service to the business.
The Day-to-Day:
Lead the overall Service Delivery Practice, using ServiceNow as the delivery platformDefine and establish service goals, expected outcomes, and measurable resultsAct as the Service Delivery Product Owner within an Agile environment, responsible for scrum activities including:Story Creation and Requirements GatheringBacklog Refinement and Sprint PlanningReport on resource requirements and dependenciesManage expectations from leadership and requesters and the communication of expectations across the teamShowcase of service improvementsCollaborate with Technology teams to define the service portfolio roadmap, our priorities, and future state Ensure Service levels are define and met around Availability, Performance, and Resiliency Ensure IT Services are being consumed efficiently Collaborate with Product, Application Owners and Partners for requirements gathering Ensure proper deployment, monitoring and maintenance of Incident Management, Problem Management, Change Management and Configuration Management software and toolsYour Qualifications:
10+ years' demonstrable and relatively recent experience in IT Service Management or IT Service Delivery Leadership requiredExperience with IT Service Management Tools and Service level agreements ITIL v3 Foundation Certification – minimum or 4 Foundation Certification preferredITIL v3 Expert CertificationAgile/Scrum (CSM) CertificationScrum Master certificationProject management training or certificationBachelor's Degree or equivalent combination of education and experience required; Bachelor's degree in computer science, information systems, business administration or other related field preferredCompensation:
$95,000 - $150,000 base salary per year in the state of WA - New hires should expect to start at the lower end of the range depending on experienceEligible for a discretionary bonus based on firm and individual performanceWhy Fisher Investments:
We work for a bigger purpose: bettering the investment universe. We take great pride in our inclusive culture, our learning and development framework customized for every employee, and our Great Place to Work Certification. It's the people that make the Fisher purpose possible, and we invest in them by offering exceptional benefits like:
100% paid medical, dental and vision premiums for you and your qualifying dependentsA 50% 401(k) match, up to the IRS maximum20 days of PTO*, plus 10 paid holidays (*17 days of PTO and 3 days of sick time for California employees)Family Support programs including 8 weeks Paid Primary Caregiver leave, adoption assistance and back-up child care$10,000 fertility, hormonal health and family-forming benefitOpportunity to participate in our hybrid work from home program. This program is subject to change. Based on tenure and performance eligibility, you will have the opportunity to work from home up to 75 days per yearFISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER
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