0 suggestions are available, use up and down arrow to navigate them
What job do you want?

Create Job Alert.

Get similar jobs sent to your email

Apply to this job.
Think you're the perfect candidate?
Manager, Technology Services Manager at Nationwide

Manager, Technology Services Manager

Nationwide Scottsdale, AZ (Onsite) Full-Time
CB Est Salary: $49K - $160K/Year
If you're passionate about innovation and love working in an environment where you can constantly improve and adopt new technologies to drive business results, then Nationwide's Information Technology team could be the place for you!

The Manager for Technology Inventory Services will report to the Director of Technology Inventory & Release Managment Services and will manage a team of 7 Technology Services Practitioners. This vital Manager role requires someone who is passionate about Configuration Management - building a strong configuration management strategy and delivering on key technology data initiatives. This position will lead the Technology Inventory Services (TIS) team that is accountable for Process Governance, Data Governance, and Information Solutions as it relates to Nationwide technology inventory. The TIS team is accountable for managing the ServiceNow Configuration Management Database (CMDB) accuracy and completeness of configuration items. This role has blended responsibilities across both process and operation - accountable for policy & process maturation, data certification & compliance, leading Core Operational Groups (COGs), and technology data measures & metrics.

More about the role:

* This leader will play the business partner role for the ServiceNow CMDB for NW Technology.

* Will be accountable for the Configuration Management Audits - internal and external.

* This leader will play a key role in Asset Management and partner closely with Information Risk Management (IRM) partners as it related to Technology Data.

* This leader will also partner with the Enterprise Data Office (EDO) to ensure alignment to Nationwide's data strategy.

* This role will interface and partner closely with many Nationwide Technology Leaders and teams across I&O, IRM, and Business Solution Areas.

* Will also partner closely with other ITSM services: Change, Release, Incident, and Problem Management processes and leadership.

What we are looking for:

* Someone with a passion for data along with a broad understanding of Nationwide business applications and processes; underlying Infrastructure and its criticality; and deep knowledge and experience in IT Service Management Configuration Management.

* Must possess (or have the background that will facilitate a rapid uptake of) a working level familiarity with the Nationwide Technology run processes, operating procedures, and tools such as ServiceNow, Planview, JIRA, SharePoint, Power Platforms - as well as Nationwide Technology Product Model and Project Management concepts.

* A leader who is an accomplished pragmatic professional, able to collaborate and interact with all levels of the organization in a professional, diplomatic, and consultative manner.

* Must be comfortable presenting to leadership (Risk Management Leaders, BSA Leaders, and I&O Senior Leaders)

* Looking for someone with organizational agility with the ability to interact with infrastructure engineers, architects, and other technicians.

* The right candidate will have a broad technology and business process understanding; process and operational experience in developing, governing, and executing effective methodologies such as frameworks, policies, procedures, and operations.

* This person needs to be capable of quickly adapting to challenges and changing environments.

* Someone who is passionate about continuous improvement, innovation, and delivering solutions.

The ideal candidate will have:

* 5+ years of diverse experience in a large scale mixed-platform organization with focus on infrastructure-based technology through Agile/DevOps delivery.

* A solid understanding of ITIL concepts and processes (ITIL v3 or v4 and/or advanced ITIL certifications are preferred)

* In-depth knowledge of IT Service Management with special focus on Configuration Management

* Demonstrates strong thought leadership and ability to advance strategies, processes, and operations in a complex IT environment.

* Demonstrated the ability to deliver config/asset information through the lens of data capabilities such as data quality and data management.

* A broad technical knowledge, with understanding of On-Premise (Windows, Linux, Network, etc…) and Cloud based technologies (SaaS, IaaS, and PaaS (AWS, Azure, etc.))

* The ability to educate technical teams and/or individuals on Nationwide's best practices and/or processes.

* Solid organizational agility skills - the ability to take complex sets of data and present it in a format consumable by a broad audience, including Level 6, 5, 4 ,3, 2 executives.

* Strong Nationwide business acumen and understanding of how Nationwide is architected.

Additional responsibilities include (but are not limited to):

* Manage and nurture relationships with Technology Product Leadership and Technical Contacts.

* Develop and mature long-term Configuration Management strategy for NW Technology.

* Establish clear understanding of technical implications due to Technology Product configuration items for all appropriate Infrastructure and/or BSA consumers.

* Ensure technical stakeholders are adequately communicated to on related impacts / prerequisites / risks.

* Leverage technical knowledge to support TIS Practitioners on operations and strategic efforts.

* Ensuring coordination of multiple initiatives and working across Product Owners (Product and Service Managers) with Practitioners to assure CMDB accuracy and completeness.

Compensation Grade: G5


Job Description Summary

If you're committed to delivering technology solutions to support a company providing outstanding service to its customers, then Nationwide Technology may be the place for you! Our industry-leading technology workforce personifies an agile work environment and a collaborative, inclusive culture to deliver outstanding solutions and results. If that sounds like something you aspire to, we want to hear from you!

As a Technology Services Manager, you'll own end-to-end service life cycle and delivery and lead staff involved in the support of these services. This includes defining, managing, and delivering services in support of technology capabilities as well as responding and driving continuous service improvement of customer experiences.

You will lead the relationship and collaboration with individuals across many internal professional roles, as well as third-party vendors. You will also provide end-to-end service experience which requires maintaining the current state, measuring delivery expectations and satisfactions and driving maturity.

Job Description

Key Responsibilities:

* Leads a team that is accountable for driving key performance indicators through efficient services management, expense management and increasing the value of Nationwide Technology Services.

* Develops the team's knowledge and understanding of business domains, industry trends and services.

* Leads the team providing services that support infrastructure, software, websites and applications.

* Leads alignment with best practices (Community of Practice, industry, etc.).

* Assigns and allocates staffing, in partnership with the Technology Service Executive, based on capacity and demand and to meet required services levels and support.

* Leads all activities associated with defining, developing, measuring, managing and maturing services and continuous improvement recommendations.

* Leads a team that coordinates and facilitates ITSM and applicable processes.

* Oversees a team that plans, coordinates and implements enterprise activities in production and non-production environments.

* Leads a team who is accountable for services lifecycle including service strategy, roadmap, obtaining customer requirements and feedback for the design and optimization of end-user-services.

* Delivers services to improve the customer experience and drives collaboration with user advocates to identify/exploit opportunities and alignments to actively manage expectations and monitor satisfaction levels and service adoption.

* Ensures the team's skill development and maturity that improves and provides effective customer focused services.

* Actively participates in vendor management/relationships and sourcing.

* Makes sound decisions, driven by data, by delivering metrics, analyzing data to identify trends, and isolate opportunities for Service Management continuous improvement.

* Manages associates through guidance and support on the execution of work and including, but not limited to, performance management, salary planning, training, development, workforce planning, hiring and disciplinary actions. Attracts, hires, engages and develops the team through impactful recruitment, coaching and feedback.

* Collaborates in pivotal initiatives across Technology to represent and modify services accordingly to best measure and manage against changing technologies.

* Takes accountability to ensure alignment with information security and compliance policies and procedures in scope of the role.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Associate Vice President, Director; leads a team of three or more Technology professionals.

Typical Skills and Experiences:

Education: Undergraduate studies in computer science, management information systems or a related field is strongly preferred.

License/Certification/Designation: Technology certifications or designation are not required, but encouraged (e.g., AWS, Azure, scripting and development languages, delivery methods, security).

Experience: Experience leading multiple teams and assets across various technology platforms. Three years of management experience is preferred. Experience with concepts and solutions: IaaS, PaaS, SaaS and package solutions.

Knowledge, Abilities and Skills: Demonstrated knowledge of service management and budgeting and financial concepts and techniques. Must have the ability to lead a staff. Must have strong analytical and decision-making skills. Must possess interpersonal savvy and well-developed leadership ability. Must be able to perform financial and risk analysis. Must possess negotiation skills. Must have strong verbal and written communication skills to interact with all levels of associates, senior management and vendors.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager's leader and HR Business Partner.

Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions:

Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Normal office environment. Non-standard or extended work may be required based on business unit needs. Some travel may be required.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.


We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

Recommended Skills

  • Adaptability
  • Agile Methodology
  • Agility
  • Analytical
  • Asset Management
  • Auditing
Apply to this job.
Think you're the perfect candidate?

Help us improve CareerBuilder by providing feedback about this job:

Job ID: 2425671558

CareerBuilder TIP

For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.