Lead, Service Delivery Management (Information Technology)

Job Classification:

Technology - Agile, Delivery, & Product

Are you interested in building capabilities that enable the organization with innovation, speed, agility, scalability and efficiency? The Global Technology team takes great pride in our culture where digital transformation is built into our DNA! When you join our organization at Prudential, you'll unlock an exciting and impactful career – all while growing your skills and advancing your profession at one of the world's leading financial services institutions.
 

Your Team & Role
As a Specialist, Service Management on the Managed Services Service Delivery Team, you will work with technical and operational contacts across the enterprise on the highest priority enterprise technology problems. You will leverage your project management skills, audit experience and business acumen to ensure a more stable audit posture for Managed Services and the US Businesses we support. In addition to applied experience, you will bring excellent problem solving, communication and teamwork skills, along with agile ways of working, strong business insight, an inclusive leadership attitude and a continuous learning focus to all that you do.
 

Here is What You Can Expect on a Typical Day

• Facilitate root cause analysis and identification of corrective and preventative actions on high priority and complex enterprise IT audit issues.
• Coordinate cross functional teams via calls or virtual tools to document scope, remediation steps, status of audits, risk events and exceptions.
• Ensure documentation of business operational impact on audit records
• Contribute and manage communications and documentation at an executive and nontechnical level.
• Exercise independent judgement within process on assessment of risk and escalations
• Participate in audit walkthroughs and review meetings.
• Contribute to analysis of risk and compliance trends and identify proactive opportunities for continuous improvement.
• Contribute to ITOR process improvement efforts leveraging Waterfall and Agile frameworks.
• Bring an applied understanding of relevant and emerging technologies, begin to identify opportunities to provide input to the team and coach others, and embed learning and innovation in the day-to-day
• Work on complex problems in which analysis of situations or data requires an in-depth evaluation of various factors.
   

The Skills & Expertise You Bring

• Bachelor of Computer Science or Engineering or experience in related fields
• Leverage diverse ideas, experiences, thoughts, and perspectives to the benefit of the organization.
• Experience with waterfall and agile development methodologies
• Knowledge of business concepts tools and processes that are needed for making sound decisions in the context of the company's business.
• Ability to learn new skills and knowledge on an on-going basis through self-initiative and tackling challenges.
• Excellent problem solving, communication and collaboration skills.
• Proven experience working in application or infrastructure related technology roles, technology risk, or controls functions.
• Basic understanding of technology stacks including cloud services and core infrastructure components (including network, application architecture, and security tools)
• Ability to translate technical concepts to non-technical audiences.
• Ability to influence outcomes and results in situations where technical decisions are owned by various others.
• Demonstrated prioritization skills when managing multiple competing priorities.
• Understanding of ITIL principles (ITIL v3 or above Foundations a plus)
• Ability to gather and report on metrics for use in Service Management or continuous improvement.
   

Preferred Qualifications:

• Working knowledge of tools utilized in Service Management delivery including ServiceNow & CMDB, Jira, Tableau/PowerBI or Excel, SharePoint, Archer, Sox/SOC 2 and other Internal Audit processes.

What we offer you:

Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $118,700.00 to $176,600.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

• Market competitive base salaries, with a yearly bonus potential at every level.