IT Service Delivery Program Manager

It's an exciting time to join Fisher Investments; we're investing heavily in the future of our firm's technology and information security. Our business is growing internationally, which emphasizes the need to build an unparalleled team that inspires future global growth and scale through strategic solutions and continuous innovation. We help support our firm's diverse businesses, and we're excited to continue solidifying that foundation as we add more accomplished technologists to our team.

The Opportunity:

As IT Service Delivery Program Manager, you will report to the Service Delivery Team Leader to manage the efforts of the IT Service Delivery team and build strong strategic relationships with other Technology and Business groups. You will serve as the Product Owner for the Agile Scrum Team, collaborating with Product or Application Owners and Partners to identify and address the businesses wants and needs, refining and improving the existing Service Portfolio, defining and implementing additional IT Service Management responsibilities and setting the prioritization of our team projects. You will ensure the ongoing cost-effectiveness and integration capabilities of the services and overall solution set. You will work for the continuous improvement of the Service Portfolio based on metrics, KPIs, and customer feedback which will be key to success for us to provide the best possible service to the business.

The Day-to-Day:

• Lead the overall Service Delivery Practice, using ServiceNow as the delivery platform
• Define and establish service goals, expected outcomes, and measurable results
• Act as the Service Delivery Product Owner within an Agile environment, responsible for scrum activities including:
  • Story Creation and Requirements Gathering
  • Backlog Refinement and Sprint Planning
  • Report on resource requirements and dependencies
  • Manage expectations from leadership and requesters and the communication of expectations across the team
  • Showcase of service improvements
• Collaborate with Technology teams to define the service portfolio roadmap, our priorities, and future state
• Ensure Service levels are define and met around Availability, Performance, and Resiliency
• Ensure IT Services are being consumed efficiently
• Collaborate with Product, Application Owners and Partners for requirements gathering
• Ensure proper deployment, monitoring and maintenance of Incident Management, Problem Management, Change Management and Configuration Management software and tools

Your Qualifications:

• 10+ years' demonstrable and relatively recent experience in IT Service Management or IT Service Delivery Leadership required
• Experience with IT Service Management Tools and Service level agreements
• ITIL v3 Foundation Certification – minimum or 4 Foundation Certification preferred
• ITIL v3 Expert Certification
• Agile/Scrum (CSM) Certification
• Scrum Master certification
• Project management training or certification
• Bachelor's Degree or equivalent combination of education and experience required; Bachelor's degree in computer science, information systems, business administration or other related field preferred

Why Fisher Investments:

We work for a bigger purpose: bettering the investment universe. We take great pride in our inclusive culture, our learning and development framework customized for every employee, and our Great Place to Work Certification. It's the people that make the Fisher purpose possible, and we invest in them by offering exceptional benefits like:

• 100% paid medical, dental and vision premiums for you and your qualifying dependents
• A 50% 401(k) match, up to the IRS maximum
• 20 days of PTO, plus 10 paid holidays 
• Family Support programs including 8 week Paid Primary Caregiver Leave, $10,000 fertility, family forming, and hormonal health assistance, and back-up child, adult, and elder care
• This is an in-office role. Based on your role, tenure, and performance eligibility you may have the opportunity to participate in our hybrid work from home program. This program is subject to change.

FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER