IT - Service Delivery Manager

Axos Bank – IT Service Delivery Manager Target Salary 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. 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. Preferred: PMP certification. Employee Benefits 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. 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. #J-18808-Ljbffr