Service Delivery Manager

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

The Apps Sup Tech Lead Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Core Services - Production Support 

Core Services drive simplification, standardization and observability in Production Management through Solutions Engineering & Architecture, Event & Request Service Management, Shared Platform support, CTO Support, Smart Automation Enterprise Excellence Support, and GenAI enablement.

This global role is aligned to the SMBF Production Services Event and Request Management support team. The team is responsible for managing L1 (first touch) support for SMBF Production Services covering over 1000 applications.

Responsibilities:

• Engage with L2 Production Support Leads
• Manage departmental level monthly calls with SMT+1.
• Governance/Transparency on L1 Model
• Manage workflow/staff coverage/assignments based on ticket metrics.
• Management Escalations for assigned LOB.
• Manage regional escalations by Time Zone for all L1 LoBs.
• Manage KIs.
• Manage vendor Global Event Management Center and Global Request Management Center service offerings for aligned lobs (GEMC/GRMC).
• Manage App Portfolio and new application onboarding.
• Vendor Management of outsourced teams.
• Contribute to definition and apply productivity initiatives to aligned LOBs.
• Demonstrate full ownership of L1 support for assigned LOBs/Departments and own overall responsibility for the GEMC/GRMC performance.
• Publish SDM weekly/monthly LOB governance decks.
• Establish and maintain L2 engagements on continual basis, ensure governance and drive improvements across the GEMC/GRMC.
• Publish regular process notes, processes & operating procedures, EAR process, escalation process.
• Ensure all GEMC/GRMC escalations are addressed consistently through the EAR process. Ensure all associated remediation plans are documented, agreed and executed per agreed timeframes.
• L1 effectiveness - Improve the effectiveness of GEMC/GRMC by improving the L1 resolution percentage to at least 70%.
• Execute GEMC/GRMC Service improvement plans and demonstrate progress through consistent collaboration with partner teams & periodic reporting.
• Ensure R&C activities are completed as required and on time.
• Identify Automation opportunities across LOBs in Service Desk/Command center & partner with Service Management/RPA team to automate.
• Work in partnership with the Service Quality process to document and improve the L1 process and operating procedures.
• Work with L1 Onboarding Champions for new App/Activity onboarding for your respective LOB.
• Partner with Risk and Control leads to establish the service quality framework for GEMC/GRMC and implement the same with the vendor workforce & Citi FTE.
• Coach/Mentor the vendor leads and resources to scale up the team performance and excel in service delivery.

Qualifications:

• 10+ years of experience in a Technology/Technology Operations role
• Ability to develop projects required for design of metrics, analytical tools, benchmarking, and best practices.
• Effective written and verbal communication skills
• Ability to partner with virtual and in-person teams, define goals to a team, and work under pressure or to a deadline.
• Bachelor’s/University degree or equivalent experience

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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