Director, IT Service Delivery

Company Name:
Fannie Mae Corp
Director, IT Service Delivery THE COMPANY Fannie Mae exists to expand affordable housing and bring global capital to local communities in order to serve the U.S. housing market. Today, our focus is on preventing foreclosures, making mortgages and rental housing as affordable as possible, and supporting the housing recovery. We are rapidly building and realigning our company to better serve the market as we support the Administration's Homeowner Affordability and Stability Plan. Join our dedicated, diverse, high-performing workforce and put your unique talents to good use as we work with our partners to advance our nation's housing recovery. For more information about Fannie Mae and our career opportunities, visit . JOB INFORMATION Direct and plan the work of a unit whose staff partner with Business and Technology to prioritize and meet technology commitments, leveraging technology service models (such as managed
, shared services, center of excellence (COE) services, infrastructure services). Leverage expert knowledge in assigned area(s) to define and direct technology and operational delivery. Functional responsibilities may include service level and quality management, demand assessment, capacity management, issue management, project/program management, financial management. Articulate goals, allocate resources, and manage workflow. KEY JOB FUNCTIONS Play a lead role in partnering with Business to prioritize technology needs and meet commitments. Manage the timely planning and execution of technology projects and ensure corporate guidelines are properly followed. Drive ongoing productivity improvement and innovation in partnership with stakeholders. Consult with stakeholders and to assess and characterize current processes. Anticipate internal/external business issues to align operational priorities and tactics. Select, implement and measure the effectiveness of service models, leveraged as solutions to meeting business needs. Service models include managed services, shared services, COE services, infrastructure services. Build a culture of operational and service excellence to drive increased efficiency and effectiveness of responsible service line(s). Implement best practice procedures for the on-going management of technology services. Assess quality of delivery and time commitments. Identify strategies for improvement, including continuous improvements and leading best practices programs. Identify and resolve issues related to the performance of the services and/or deviations from defined scope of work. Formulate and implement corrective actions. Partnering across the technology division, facilitate the creation, revision, and documentation of technology organization strategies and policies, including risk-based strategies. Lead the MSP transition lifecycle thru the pre-planning, execution, stabilization and steady state phases Forecast and plan resource requirements and long-term investments in service line(s). May manage vendor resources and resource planning Plan, document, and manage the performance of subordinate managers and/or staff. Provide for professional or technical growth through assignment, mentoring, or training Align Service Roadmap and Releases to the Service Maturity goals for the App Environment Provisioning service Align Service Roadmap and Releases to the need and goals of supported initiatives Establish OLAs with supporting organizations and track to ensure OLAs are met Establish SLAs with supported initiatives and ensure that SLAs are met Proactive communication with key development manages and service enhancements, org and process changes Ensure continuous updates to all Users, Tester, Developer Training and documentation Ensure continuous updates to all Engineering and Support Documentation Define, Update and Manage KPIs for the Service Manage, Lead and guide the App Environment Provisioning Service Engineering and App Environment Provisioning Service Operations teams EDUCATION Bachelor's Degree or equivalent required MINIMUM EXPERIENCE 8 years of related experience SPECIALIZED KNOWLEDGE and SKILLS Knowledge and experience in any private and public cloud technologies Knowledge and experience with dev ops automation tools and technologies Product/Service Management and product/service life cycle management Experience in creating product/service roadmaps, maturity model EMPLOYMENT As a condition of employment with Fannie Mae, any successful job applicant will be required to pass a pre-employment drug screen and to successfully complete a background investigation, which may also include a credit check for positions in some areas of our business. Fannie Mae is an Equal Opportunity Employer. the may services BETS_ARC_Setter BACH_a33d1a MYK62683JR

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