IT Service Delivery Manager

Position Summary Work Arrangement: ***This position is available in our Sioux Falls, SD or Wilmington, DE office.*** At The Bancorp, we’ve spent more than 25 years driving innovation in the financial services industry. As one of the first banks to embrace fintech, we combine technology, expertise and a forward-looking approach to deliver creative, real-world solutions. We work side by side with our partners to help them grow and innovate with confidence. Across Fintech Solutions, Institutional Banking, Commercial Lending and Real Estate Bridge Lending, we provide the people, processes, technology and banking capabilities that turn bold ideas into outcomes. Join a team that brings urgency and rigor to every challenge and plays a direct role in driving growth for our clients and the communities we serve. The AVP EmFi Technology Service Owner role supports and coordinates the EmFi technology support service through production application support, incident response coordination, vendor escalation, support readiness, and operating model execution. Supports the execution of support processes across Product, Technology, Operations, Infrastructure, Network, Cybersecurity, Compliance, Risk, external vendors, and offshore support resources. Serves as a primary Technology point of contact for EmFi production support and supports onshore review and escalation of regulatory-sensitive decisions, production changes, partner communications, and significant incidents while coordinating approved offshore activities for monitoring, triage, ticket enrichment, documentation, runbook execution, and SEV3/SEV4 support. The role performs advanced technical investigation and analysis for production issues involving APIs, integrations, application logs, databases, transactions, onboarding processes, and third-party platforms. Matters involving significant business risk, production approval authority, contractual decisions, or material regulatory impact are escalated to Technology leadership and the appropriate control functions. Key Responsibilities Supports the implementation and ongoing operation of the EmFi technology support operating model, including service ownership, support readiness, production support processes, RACI alignment, and escalation governance. Serves as a primary Technology point of contactfor EmFi production support, coordinating with Product, Operations, Infrastructure, Network, Cybersecurity/InfoSec, Compliance, Risk, Support, vendors, and offshore execution resources. Supports SEV1/SEV2 incident coordination under established procedures and leadership direction, including incident communications, stakeholder engagement, evidence collection, action tracking, and post-incident follow-up. Reviews available information and recommends severity classifications, escalation actions, communication triggers, and downgrade decisions to the designated incident authority. Coordinates and performs advanced application support activitiesfor monitoring alerts, API failures, onboarding failures, identity verification issues, application defects, database issues, performance degradation, transaction anomalies, and integration failures. Coordinates vendor escalations for relevant platforms and vendors, including Galileo, Socure, IBM, LexisNexis, middleware, infrastructure, security, and related third-party services. Prepares vendor escalation packages, tracks vendor responses and service-level commitments, and escalates unresolved or high-risk matters to Technology leadership. Reviews incident evidence, RCA materials, operational metrics, runbook compliance, and vendor response performance; identifies recurring issues and supports the development of corrective actions. Develops and maintains approved support runbooks, known-issue documentation, vendor playbooks, escalation packages, monitoring standards, and service transition procedures. Prepares and presents operational-readiness, incident, risk, vendor, and service-status updates to management and other stakeholders. Identifies and escalates risks, dependencies, resource constraints, timeline impacts, and decisions requiring leadership or control-function review. Supports oversight of offshore support activities within established execution lanes, access requirements, quality expectations, certification standards, and escalation procedures. Reviews offshore support output for completeness and quality and escalates performance, access, or control concerns to the appropriate manager. Performs hands‑on production investigation for high-impact, ambiguous, or recurring issues, including API testing, log review, SQL validation, transaction tracing, vendor portal review, evidence gathering, and fix validation. Supports production readiness gates for EmFi releases and operational changes, including monitoring readiness, runbook readiness, support acceptance criteria, go‑live/hypercare planning, rollback procedures, and post-release validation. Maintains and reports service-health and operational‑performance metrics, including MTTA, MTTR, incident volume and aging, vendor SLA performance, recurring issue trends, alert quality, change-related incidents, and support backlog health. Supports problem‑management activities for recurring or systemic production issues, including root‑cause validation, corrective action tracking, vendor remediation follow‑up, defect backlog escalation, and prevention planning. Supports end‑to‑end EmFi transaction and onboarding issue resolution across customer/account onboarding, identity verification, processor integrations, authorization/settlement events, transaction posting, reconciliation breaks, file exchanges, webhooks, and partner‑impacting data issues. Maintains production support tooling hygiene, including alert taxonomy, ticket classification, required evidence standards, dashboard ownership, runbook‑to‑alert mapping, incident templates, vendor escalation packages, and knowledge‑base quality. Recommends improvements to production‑support processes, monitoring, documentation, escalation procedures, and operational controls. Performs other duties and supports related Technology Office initiatives as assigned. Qualification Requirements An undergraduate degree in Information Technology, Computer Science, Engineering, Business Technology, or a related field, or an equivalent combination of training and experience. A minimum of 5 years related experience in IT, production application support, technology service management, application operations, or technical program delivery. A minimum of 3 years experience leading incident management, vendor management, application support, technical program management, or cross‑functional operational readiness initiatives in a regulated or complex technology environment. Strong client, partner, vendor, and internal stakeholder relationship management skills, preferred. Excellent verbal, written, and interpersonal communication skills, including the ability to translate technical issues into business impact and executive‑ready updates, preferred. Strong incident command, troubleshooting, analytical, and problem‑solving skills, preferred. Experience supporting banking, fintech, payments, embedded finance, digital banking, transaction processing, identity verification, fraud/risk, or regulated financial services technology, preferred. Experience with APIs, SQL, application logs, monitoring tools, ticketing systems, vendor platforms, and production support workflows, preferred. Experience with ITIL, incident/problem/change management, root cause analysis, production readiness, support transition, and operational resilience practices, preferred. Experience managing hybrid onshore/offshore support models, managed services, vendor delivery teams, or follow‑the‑sun support coverage, preferred. Ability to prioritize and organize work to support multiple initiatives with varying timelines, goals, operational risks, and business priorities, preferred. The following technical competencies are required to effectively understand, diagnose, and troubleshoot API and integration issues across the EmFi platform and its vendor ecosystem: API fundamentals & protocols: Working knowledge of RESTful APIs and common alternatives (SOAP, GraphQL, gRPC, webhooks), including request/response structure, methods, headers, status codes, and payload formats such as JSON and XML. API authentication & security: Understanding of API authentication and authorization mechanisms — OAuth 2.0, API keys, tokens (JWT), mutual TLS, and certificate management — and the ability to recognize auth‑related failures (expired tokens, credential/scoping errors, certificate expiry). API troubleshooting & tooling: Ability to test, trace, and diagnose API calls using tools such as Postman, Insomnia, cURL, and API gateway/developer consoles; interpret error codes and response payloads; and distinguish client‑side, server‑side, and network‑layer failures. Integration & middleware: Familiarity with integration patterns and middleware/iPaaS platforms (e.g., IBM), message queues and event‑driven architectures, data mapping/transformation, and file‑based exchanges (SFTP, batch files) used to connect core systems, processors, and third‑party vendors. Log analysis & observability: Proficiency reading and correlating application, integration, and transaction logs; using monitoring and observability tools (e.g., Datadog, Splunk, or equivalent) to trace a transaction end‑to‑end across systems and identify the point of failure. Data & query skills: Working SQL proficiency to query databases, validate data integrity, and investigate transaction anomalies, onboarding failures, and identity‑verification issues across integrated systems. Processor & vendor integrations: Understanding of how card processor, KYC/identity, fraud/risk, and other vendor integrations function (e.g., Galileo, Socure, LexisNexis), including how authorization, settlement, and verification data flow between the platform and external partners. Root cause & escalation: Ability to translate technical integration and API failures into clear root‑cause hypotheses, actionable vendor escalation packages, and business‑impact summaries for both engineering teams and executive stakeholders. What Success Looks Like Success means maintaining reliable EmFi technology support through effective incident coordination, timely issue resolution, strong documentation, and clear cross‑functional communication. Why This Role Matters This role helps protect EmFi service stability, customer and partner experience, and operational resilience by coordinating production support across Technology, business teams, vendors, and control functions. Additional Information This job will be open and accepting applications for a minimum of five days from the date it was posted. Working at The Bancorp Bank, N.A. and Benefits Information: Company Culture & Background Screening Company Culture at The Bancorp Bank : The Bancorp Bank, N.A. is an EQUAL OPPORTUNITY EMPLOYER and will not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, pregnancy, citizenship, national origin, age, disability, genetic information, veteran status or other protected category with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment. Employment with The Bancorp Bank, N.A. includes successfully passing a background check including credit, criminal, education, employment, OFAC, and social media background history. #J-18808-Ljbffr