MUFG Union Bank Head of IT Service Delivery, Managing Director in Monterey Park, California

Join a financial group that’s as committed to your future as you are. At MUFG, we share a vision for our future, we share our successes, and we strive to bring out the best in each other in everything we do. Our 14,000 diverse colleagues are connected by a common ambition to create change for the better—from forging more dynamic career paths, to driving progress in our communities, to continuously reshaping the standards of global financial services. Positive impact starts here; see the change you can make as we strive to become the world’s most trusted financial group

Head of IT Service Delivery, Managing Director

Job Summary

IT Service Delivery, Managing Director is responsible to ensure IT Services are provided to end users as agreed by Service Providers leveraging Solution Engineering Support (Level 3) as well as Capacity and Availability best-in-class management practices. Accountable for creating an exciting and energizing environment focused on its people, processes, and technologies during a period of tremendous growth, integration, and change; leading with a balanced approach to quality, risk, and cost; driving efficiency and effectiveness throughout the organization; building a strong bench of future leaders. Identifies, manages, and mitigates risk.


People Management Responsibilities:

• Manages multiple IT Infrastructure teams/functions: Solution Engineering (L3), Service Availability & Capacity, Service Level Agreement Management

• Provides senior level leadership to subordinates including assigning and managing work, monitoring performance, and conducting performance appraisals

• Ensures all committed deliverables and associated timeframes are met

• Controls budgets; ensures financials and staffing levels are inline with approved budget on an ongoing basis

• Understands workload in order to easily flex with the changing internal and external environments in which we work

Process Responsibilities:

• Engineer system solutions making optimal use of limited resources to deliver systems to enterprise end users per technical requirements and system capabilities; serve as primary technical liaison and point of contact for Level 3 engineering support

• Collaborate with enterprise architecture and system owners to ensure that system solutions are constructed according to specifications and ensure that demand management is on target striking the proper balance between providing enough capacity and not over subscribing

• Work with lines of business, Home Office, and internal departments to establish and maintain properly calibrated service / product Service Level Agreements (SLAs) and reporting mechanisms

• Plan, implement, and maintain best practices for managed functional areas that will drive a scalable, cost effective, flexible infrastructure that is aligned with overall IT strategy and business goals

• Responsible for full infrastructure/systems life cycle related to managed functional areas including investment funding planning processes and project implementation support

• Ensure availability of systems and infrastructure for managed functional areas that are used to house and process data for lines of business

• Responsible for all Third Party contracts associated with managed functional areas including overall strategy, financials, contract life cycle, and vendor relationship management

• Support the production of IT Service Catalog for managed functional areas and full responsibility for designated IT Service Offering product life cycle and cost recovery

• Comply with all deliverables, processes, and guidelines from internal departments including Auditors, Operations Control Group, and BSA/AML as required

• Develop, maintain, and test disaster recovery programs (in conjunction with Business Continuity Management) for critical systems and infrastructure in the functional areas, ensuring a platform for which the business can execute their business continuity plans

• Accountable as a First Line of Defense (FLOD) Process Owner (PO) for managed functional areas and appropriate Risk controls, identification, mitigation and reporting metrics


• Experience: 15 - 20 years of related experience

• Business Expertise:

• Broad understanding of the financial services industry

o In-depth understanding of information technology principles and best practices across the industry as well as project management principles

o Extensive knowledge of information technology management policies, methods, standards, tools, and processes

• Problem Solving:

o Ability to manage and analyze data

o Understanding of metrics development and reporting

o Strong problem solving and program execution skills

o Ability to prioritize and drive difficult decisions among business partners

o Big picture - can step back and understand the context of problems before applying analytical skills to address the issues

o Visionary at the strategic and operational levels

o Requires the ability to solve very complex issues that span across multiple technologies and various lines of business

• Interactions / Interpersonal Skills:

o Strong client relationship management experience and influencing skills

o Strong interpersonal and oral / written communication skills. Adept at developing and delivering presentations

o Able to build relationships with people at all levels. Able to influence and galvanize support of others. Builds rapport and trust among stakeholders

o Strong ability to lead and manage staff. Strong team building skills including promoting cooperation and good working relationships among team members

o Remains positive and supportive during change

o Proven leadership and managerial experience within an information technology management function

• Education: Bachelor's degree in Computer Science, Engineering or related discipline; Master's is preferred

• Certifications: At least one certification is preferred, such as ITIL, COBIT 5, ISM, ISO/IEC 20000 or CMMI

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

Job: *Systems / Technology

Title: Head of IT Service Delivery, Managing Director

Location: CALIFORNIA-Monterey Park

Requisition ID: 10010347-WD