Navy Federal Credit Union Assistant Manager, ISD Service & Resource Management in Merrifield, Virginia
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To serve as provider and subject matter expert (SME) for an assigned area delivering service to the organization. To provide forward-looking, industry perspective and is responsible for the full lifecycle process of the service including definition, execution, and governance. To develop and implement resource strategy for the respective service. The Assistant Manager will oversee services with low to medium complexity and/or medium to high maturity (Service impact - low to medium breadth and depth). Services are well defined within NFCU and within the industry; primarily steady state with a CSI focus. They will work closely with Service Owner for guidance and supervision and provideactionable feedback to Resource and Vendor Managers to ensure expected performance to SLAs.Responsibilities• Develop and define clear core work definitions, process flows and operating models; demonstrate the complete life cycle and capabilities of the Service • Guide and analyze benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance • Bring external perspective and ideas from relevant sources, keep current with technology, government/policy impacts and industry best practices • Partner with Enterprise Architects to determine and define the technical architecture required to implement and support the Service• Evaluates the performance and trends of assigned services to customers, including defined KPIs and SLAs and ensures service levels are achieved in line with SLAs and SLOs • Build and maintain relationships with team members, management, key stakeholders and/or external contacts (vendors, etc.)• Perform benchmarking and trend analysis to incorporate continuous improvement or defined enhancements into the Service(s) functions • Ensure effective and efficient allocation of staff resources (supply) to service projects and initiatives (demand) by scoping out length and duration of projects • Establish workforces by identifying the skills required to fulfill project portfolio needs and provide a steady availability of high quality resources• Partner with ISD Resource and Vendor Managers to ensure that the right resources (skills, competencies, team size) are available and obtainable • Provide constructive and actionable feedback to resources, Resource Managers and Vendor Managers to ensure expected performance and satisfy service SLAs• Ensures compliance with Navy Federal’s ISD standards, practices and processes• Ensure clear, concise and effective communication of material• Performs supervisory/managerial duties: o Ensure adequate/skilled staffing; select employees o Establish performance goals and priorities o Prepare, conduct and review performance appraisals o Develop, mentor and counsel staff o Provide input and/or prepare budget requirements for Annual Financial Plan (AFP) o Ensure section/branch goals and objectives align with division/department strategy o Ensure efficiency of operations o Leadership Level• Perform other related duties as assigned Qualifications• Bachelor’s Degree in Information Technology, Computer Science or other related field• Exposure to leading, guiding and coaching professional staff• Exposure to resource allocation and management• Exposure to managing personnel and information technology resources• Working knowledge of Service Life Cycle• Effective verbal and written communication skills• Effective research, analytical, and problem solving skills• Effective in producing desired results and achieving goals and objectives• Exposure to working with all levels of staff, management, stakeholders, vendors• Effective skill presenting findings, conclusions, alternatives and information clearly and concisely• Working knowledge of development or operations framework methodologies, including Information Technology Infrastructure Library (ITIL), Systems Development Life Cycle (SDLC), etc.• Effective skill in relationship building, negotiation and facilitation skills• Desired – Knowledge of NFCU operations, processes and procedures• Desired – Certification in appropriate area: PMP, ITIL, etc.Hours: Monday - Friday, 8:00am - 4:30pmLocations: 820 Follin Lane, Vienna, VA 221805550 Heritage Oaks Drive, Pensacola, FL 32526141 Security Drive, Winchester, VA 22602Due to COVID-19 and social distancing, this position will be temporarily working from home with plans to return to campus at the desired location listed once Navy Federal is back to normal operations. The specific logistics for returning to campus will be determined at a future date by individual leadership
Equal Employment Opportunity
Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/DisabilityDisclaimerNavy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Bank Secrecy ActRemains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.