Client Service Delivery Director

Overview:

The Wilmington Trust Institutional Services (IS) division is experiencing rapid business growth and has initiated a strategic program of continuous improvement to support the growth objectives. The goals of the program are to reduce operational issues and risks by standardizing processes, implementing best-practices in key areas, and adding new governance and control functions.

In alignment with this program, we are seeking a Service Delivery Director to represent the IS business in governing key operational processes across multiple IS-specific or shared operating units, with an end goal of delivering high quality services to IS clients with minimal operating issues. Initial areas of focus include Service Delivery (Service Level, Service Financial, Capacity, and Availability Management) and Service Support (Incident, Problem, Monitoring Management) Management. You will work closely with business line leaders, technology, operations, risk and compliance teams to centrally govern the E2E operations of the IS business with an initial focus on improving operating risk and controls. This role will start out as a senior individual contributor and may eventually grow into a team to cover the depth of each operational governance area, and will be mainly accountable to Institutional Services client needs.

Primary Responsibilities:

• Service Level Management

  Monitor existing formal SLA’s provided by shared operating teams and alert management to the impacts of SLA breaches. Author or improve new SLA’s where gaps exist in quality (i.e. cycle time SLA breaches) or scope (i.e. the addition of error rate SLA’s)

  Service Financial Management

  Monitor existing indirect expenses from shared operating teams and ensure costs are justified

  Capacity Management

  Build and implement a common business demand model that drives multiple downstream operating teams and systems to provide the necessary future capacity for handling business growth

  Availability Management

  Publish official IS business hours of operation and ensure downstream operating teams and systems can support the planned availability. Engage in the problem management process to prioritize initiatives that minimize unplanned availability

  Incident Management

  Primary point of contact and coordinator for atypical and critical business incidents. Monitor and govern the IT incident process to ensure SLA’s are being met and to reduce incidents per transaction.

  Problem Management

  Govern the IS RCA process and author RCA’s for high priority operating problems. Identify lessons learned across the business and aid in the prioritization and execution of the highest priority findings and remediation plans.

  Monitoring Management

  Build and publish central operating reports focused on operating volumes, error rates, incidents, problems, control breaches, and RCA action items.

Scope of Responsibilities:

The position requires substantial interaction with internal contacts at senior management level, as well as external contacts to obtain pertinent information and serves as liaison between department and other business units on various projects. 

Education and Experience Required:

Required Skills, Attributes, and Qualifications:

Bachelor’s degree and a minimum of 5 years’ business, analytical, technical and/or product operations experience, or in lieu of a degree, a combined minimum of 10 years’ higher education and/or work experience, including a minimum of 6 years’ business, analytical, technical, and/or product operations experience.

Proven experience in Service Delivery Management within corporate trust, capital markets, transaction banking, or commercial banking contexts Strong stakeholder management, vendor management, contracting, communication, and problem-solving skills.

Understanding of business and technical operations frameworks (with depth in at least one), such as ITIL, APQC, Lean/Six Sigma, and/or COBIT, including definition, measuring, and continuous improvement of SLA’s, KPI’s, and KRI’s Strong business analysis, communication, and financial tracking skills, including ability to manage E2E operational cycle times, transaction error rates, and fraud risk. Able to personally author concrete Service Level Agreements with internal operations teams and external vendors

Education and Experience Preferred:

Formal Business Process Management experience, including BPMN business process flows and/or BizBok business architecture background Exposure to fintech platforms and emerging technologies with a strong understanding of what’s possible in a modern digital ecosystem.

Demonstrated ability to stitch together manual business processes, procedures, training content, and technology systems such as vendor platforms, APIs, and internal systems to govern end-to-end client experiences and key operational outcomes Agile or product certifications (CSPO, SAFe POPM, or similar)

Managerial/Supervisory Responsibilities:

No direct management responsibility, but as an individual contributor, the jobholder must manage activities using a matrixed influencing approach.

Works with essential business partners throughout the organization, often at a more senior level and irrespective of hierarchy or divisions, advocating for the benefit of the IS Clients

Location: