IT Service Manager

Austin, TX, United States

Job Description

Who we are:

Farm Credit Bank of Texas is a $37.3 billion wholesale bank that has been financing agriculture and rural America for over 100 years. Headquartered in Austin, Texas, we provide funding and services to rural lending associations in five states, and we are active in the nation's capital markets.

While you may not be familiar with our name, Farm Credit Bank of Texas plays a critical role in supporting the businesses that make it possible for America to maintain access to an affordable and safe food supply, an industry which is one of the most innovative and evolving of our time. And while you help us deliver on our mission, we deliver on our commitment to you as a valued employee by providing competitive compensation, generous health and wellness benefits packages and an attractive hybrid workplace located along the bluffs of the Colorado River just minutes west of downtown Austin. We seek out top talent in their fields, whether it be technology, finance, accounting, credit, human resources, or other administrative functions, and welcome you to join us in our mission to feed the world.

Position Description:

We are searching for an IT Service Manager. This position will be hands on and responsible for championing and implementing best practices of service management processes based on ITSM constructs. The IT Service Manager is responsible for driving the following initiatives:

Define and implement a strategy to drive adoption of service management and operational best practices in the application of ITSM services, procedures, and tools

Define and implement ITSM processes and procedures, including Incident Management, Change Management, Problem Management, and Service Request Management

Ensure that duties and responsibilities for the processes are executed

Develop auditing and compliance capabilities around ITSM procedures

Day-to Day-Duties and Responsibilities:

Working in our hybrid work design you will: Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes

Transform the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery

Ensure effective and efficient day-to-day operation with adherence to Request, Incident, Problem and Change Management processes and procedures within timeframes set by severity levels engaging various IT partners as required

Continuously evaluate and improve ITSM processes, tools, and technologies to enhance efficiency and effectiveness

Problem Management Responsible for ensuring maximum system availability and quick and accurate remediation of issues within the application portfolio while continually looking for optimal ways of moving forward

Manage planning and delivery of problem fixes, configuration changes, standard change requests and software/hardware upgrades for AML and Fraud application portfolio ensuring that overall quality of information flowing through the change process adheres to all applicable standards

Raises and tracks problems, issues and conflicts, removes barriers, resolves issues involving senior management and escalates to appropriate level where required

Change Management Develop, implement, and manage change management processes

Evaluate and facilitate approval of all changes within functional area of responsibility to determine impact on systems and customers

Incident Management Developing and implementing processes and procedures for incident management

Overseeing the work of incident response teams

Accountable for building, publishing, and the utilization of the service catalog

Mentor service and process managers on ITSM concepts

What You Bring to the Team:

Our ideal candidate lives within a commutable distance from our office and appreciates the value of the hybrid work design.

It's an important role that covers many skills. This position requires:

A Bachelor's degree in Information Technology, Computer Science, or related field; Master's degree preferred. A minimum of 5 years of experience in IT Service Management and IT operations, with 2 years in a leadership or managerial role. ITIL certification (ITIL Expert or ITIL 4 Managing Professional) strongly preferred

Proven track record of successfully establishing and leading ITSM practices, preferably within the financial industry

Deep understanding of ITSM methodologies, frameworks, and best practices

Strong leadership, communication, and interpersonal skills

Proactive, assertive, self-motivated, organized, and detail-oriented

Ability to influence key stakeholders' wider teams and peers

Excellent analytical and problem-solving skills, with a focus on driving continuous improvement and service excellence

Able to assess, understand and define how IT services and products contribute to the operation of the business (in business terms)

Experience managing IT projects

Ability to thrive in a fast-paced, dynamic environment and manage competing priorities effectively

Our benefits:

In addition to a competitive salary, we offer comprehensive, affordable, and competitive benefit options that are focused on health and wellness, financial security, and achieving a work-life balance: Flexible and affordable health and wellness benefits, including medical insurance, prescription drug coverage, dental insurance, vision care, flexible spending accounts, and more.

401(k) plan that includes an employer match (up to 4%) plus an additional employer contribution (up to 5%), both of which vest on the first day of employment

Employer paid long-term disability and life insurance

Generous vacation leave, sick leave, and up to eleven paid holidays

Paid parental leave program of up to six weeks

Up to five days per year to volunteer in local community organizations, services, or events

Ongoing professional development opportunities

Generous tuition-reimbursement program

Physical fitness incentive plan

Employer matching gifts program

Modern hybrid work schedule combining in office and remote work locations.

Our culture:

In a world filled with unpredictable challenges, we are committed to providing our people with stable, fulfilling careers and plentiful opportunities for growth and development. Our culture thrives on personal relationships and access to our leadership, facilitated by regular face-to-face conversations, interactive town halls, and employee engagement events.

Important note: We care about your hiring process and take it seriously. A real person will review your applications, meaning response timelines may vary. The interviewing process at Farm Credit Bank of Texas may include phone calls and emails, on-site interviews, and requests for portfolios or demonstrations of work. We cannot personally follow-up with each applicant, and we will do our best to create a professional, respectful, and thorough process for candidates with whom we identify as a potential fit.

A/EOE/M/F/D/V