Service Delivery Manager

Service Delivery Manager (Western Union, LLC, Denver, CO)

Establish production runs, ensuring appropriate job control language, run documentation, and data files are available. Create job set-ups and provide software configuration management for host and off host platforms in the realm of change deployment, change execution, job scheduling, release management, and release implementation. Perform problem identification, escalation and resolution. Design, code, benchmark test, and debug and document programs. Perform impact analysis to output data processing based on user and client requirements. Analyze documentation supporting changes in a complex production environment. Communicate status of operations to allow for immediate response to service disruptions. Facilitate preventive maintenance initiatives and Identify opportunities for resource optimization. Conduct and drive Yearly DR drill for all the risk and compliance applications. Maintain compliance applications availability which are important in money transfer flow to assess risk and compliance of various countries and to stop any fraudulent and money laundry transactions based on customer information. Validate all the application related production changes considering the functionality, urgency, prerequisite (lower environment signoff/transition) and impact provide approval to push the same in production environment, dealing with 300+ changes on monthly basis which include monthly release, manual stuck payment processing, and certificate update. Ensure Production Incidents are managed and resolved within Service Level Agreements (SLA), closely watch monthly SLA by considering all required facts and closely work on reoccurring incidents and work towards permanent fixes dealing with 3000+ incidents/month so there is better categorization and making sure those will be closed. Contribute to the continuous readiness initiative by assessing the component/application-wise current load and working towards stability whether its technology, Infra or process to be ready for upcoming volume without any disruptions. Assist cross-functional team for any areas of concern and develop strong communication within team/organization to achieve our individual/group/organizational goals. Review, approve application requests, and validate with leads they are equally skilled. Review CDP (Competency Development Plan) for AMS Teams and suggest and provide feedback on their score and level of expertise in company system. Collaborate with employees/vendors resources by coaching, setting the bar high, communicating job expectations, and appraising performance periodically. Establish, recommend, and implement policies to ensure quality, timely and efficient design of customer service application. Up to 25% domestic and international travel to company Technology Engineering Center (TEC) in Pune/Hyderabad, India and also to vendor offices both in US and India. Telecommuting may be permitted up to 2 days per week. When not telecommuting, must report to Western Union, LLC at 7001 E Belleview Ave., Denver, CO 80237. Salary: $164,112 - $183,300 per year.

MINIMUM REQUIREMENTS: Bachelor’s degree or U.S. equivalent in Electronic Engineering, Computer Science, Information Technology, or a related field, plus 5 years of professional experience as an Information Analyst, Systems Administrator, or any occupation, job title, position performing system administration and software development from design to deployment and maintenance.

Must also have experience in the following: 5 years of professional experience utilizing SQL databases, MySQL, PostgresSQL, HTML, REST APIs, and IDEs; 5 years of professional experience working in Kanban environments; 5 years of professional experience utilizing Java for coding, debugging, and testing; 3 years of professional experience utilizing software configuration management tools including Ansible; 3 years of professional experience utilizing Git and platforms (including GitHub or GitLab) and utilizing arrays, lists, stacks, queues, trees, sorting, and searching algorithms; 2 years of professional experience defining IT policies; 2 years of professional experience assessing changes and the effects on data processing and system functionality and performing root cause analysis and trend analysis for incident management and permanent fixes; 2 years of professional experience utilizing job control language and mainframe systems for establishing production runs (utilizing Python, JavaScript, Java, or C#); 2 years of professional experience working with Software Development Fundamentals including classes, objects, inheritance, and encapsulation utilizing Object-Oriented Programming (OOP); 1 year of professional experience working with product managers, designers, and quality assurance teams; and 1 year of professional experience tackling complex bugs and performance issues.

CONTACT: Apply online at https://careers.westernunion.com

Referral Bonus - $500 (Subject to Employee Referral Policy).  Eligible to internal employees only.

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company — transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a  great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Salary

The on-target earnings range is $164,112 - $183,300 per year, which includes a base salary and short-term and long-term incentives that align with individual and company performance. Actual salaries will vary based on candidates’ qualifications, skills, and competencies.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (https://careers.westernunion.com/global-benefits/).

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex

(including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.