IT - Service Delivery Manager

Axos Bank

Target Range:
$95,000.00 /Yr. - $115,000.00 /Yr.
Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.

Eligible for an Annual Discretionary Cash Bonus Target: 10%

Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%

These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.

About This Job
As our IT - Service Delivery Manager, you will play a pivotal role in ensuring the smooth and efficient operation of our organization's IT services. You will be responsible for overseeing the delivery of IT services, managing service-level agreements (SLAs), and collaborating with cross-functional teams to enhance the overall IT service quality and customer satisfaction.


This role will be onsite and available at any of the posted locations to include:

San Diego, CA
Centennial, CO
Edison, NJ
Omaha, NE

Remote or Hybrid is not available.

Responsibilities

• Manage and optimize the delivery of IT services to meet agreed-upon SLAs and KPIs
• Monitor the performance of IT services, identify areas for improvement, and implement necessary changes
• Develop, negotiate, and maintain service-level agreements (SLAs) with internal and external stakeholders
• Ensure compliance with SLAs and take corrective actions as needed
• Lead and mentor a team of IT professionals, including service desk staff and technical support teams
• Foster a collaborative and high-performance work environment
• Build and maintain strong relationships with internal business units and external vendors
• Gather feedback from stakeholders to continually enhance service quality
• Identify areas for service improvement and work with teams to implement process enhancements and automation
• Proactively address potential issues to minimize service disruptions
• Develop and manage the IT service delivery budget, ensuring cost-effectiveness and resource optimization
• Oversee the incident and problem management process to ensure timely resolution and root cause analysis
• Define, track, and report on key performance indicators (KPIs) related to IT service delivery
• Generate regular reports for management and stakeholders
• Collaborate with third-party vendors and suppliers to ensure the delivery of contracted services
• Evaluate vendor performance and negotiate contracts as needed

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field
• 7+ years' of proven experience in an IT service delivery management or a similar role
• Strong understanding of ITIL or other IT service management frameworks
• Excellent leadership and team management skills
• Exceptional communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Project management skills and experience
• Knowledge of emerging IT technologies and trends

Preferred:

• Master's degree
• IT certifications - PMP required

Axos Employee Benefits May Include:

• Medical, Dental, Vision, and Life Insurance
• Paid Sick Leave, 3 weeks' Vacation, and Holidays (about 11 a year)
• HSA or FSA account and other voluntary benefits
• 401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
• Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading

About Axos

Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We're a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.

Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).

Learn more about working at Axos

Pre-Employment Background Check and Drug Test:

All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.

Equal Employment Opportunity:

Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws.

Job Functions and Work Environment:

While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

E-Verify and Right to Work Notices

Axos participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States. The E-Verify program is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services.

IER Right to Work Poster (English/Spanish)

E-Verify Participation Poster (English/Spanish)