• Director of Service Management

    Job Locations US-GA-Duluth | US-IA-Des Moines
    Req No.
  • Overview

    CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented Director of Service Management to be is responsible for teams spanning Desktop Services, Identity and Access Management, Enterprise Command Center and Change Management. This role is responsible for developing and delivering IT services to internal and external customers. Providing both the vision and leadership to develop ITSM initiatives and champion maturing ITIL processes and KPI’s aligned with organizational objectives.




    • Manages, coordinates and prioritizes the schedules, projects and activities of direct reports.
    • Develops the support structure of the organization, managing and developing existing staff as well as recruitment.
    • Coordinates the implementation of service delivery architectures to support transaction processing and internal initiatives, and implementation and support of transaction processing systems. 
    • Provide leadership for the Enterprise Command Center function which is responsible for ensuring that critical systems are up and working 24 hours a day, 7 days a week. This team is responsible for incident management, Problem Management, monitoring and alerting and after-hours support. 
    • Provide leadership over the IAM team to guide design, development and implementation of Identity and Access Management solutions including provisioning/de-provisioning workflows and analytics.
    • Work with various Audit, Compliance and Assessment teams and programs to identify, assess and mitigate operational risks, evaluating the adequacy and effectiveness of standards, procedures, processes, and internal controls.
    • Lead the Desktop Services function including, Desktops, laptops, Mobile devices and Printers/Copiers/MFPs.
    • Provide leadership over the Change Management function and drive change metrics to improve continuous delivery and reduce incidents related to change.
    • Participates in developing the service management strategy.
    • Understands IT service cost drivers and connects cost of service to consumption drivers.
    • Guides continuous improvement efforts for service management.
    • Contributes service descriptions and service-level agreements (SLAs) for specific services to the organization’s service catalog.
    • Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.
    • Ensure that all phases of desktop support, including installations, upgrades, hardware, software, peripherals, etc. are properly coordinated, monitored, tracked, and resolved.
    • Responsible for effective talent management to attract, develop and retain staff including pipeline & succession planning.
    • Identify skill gaps and develop staffing plans to address training opportunities.
    • Identify and implement process improvements that will increase productivity and drive consistency in how support is provided.
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.


    • Five to seven years of experience in IT service delivery, direct business engagement, and multiple technology domains.
    • Five to seven years enterprise IT management experience.
    • Adept at working with the ITILv3 methodology.
    • Well adversed knowledge of Enterprise IT Service Management including Incident Management, Problem Management, Change Management, Asset Management and Service Delivery.
    • Knowledge of PCI/DSS, SOC audits, and other industry audits.
    • Must have strong verbal and written communication skills, as well as excellent planning and organizational skills.
    • Excellent interpersonal skills in areas such as teamwork, facilitation and negotiation.
    • Strong Leadership Skills.
    • Excellent analytical and technical skills.
    • Strong written and verbal communication skills.
    • Strong planning and organizational skills.
    • Ability to understand the long-term ("big picture") and short-term perspectives of situations.
    • Ability to apply multiple technical solutions to business problems.
    • Ability to quickly comprehend the functions and capabilities of new technologies.
    • Understanding of the political climate of the enterprise, and how to respond to political challenges.
    • Relies on extensive experience and judgment to plan and accomplish Enterprise objectives.
    • This individual must have the ability to provide strategic leadership to Service Desk and Command Center personnel in an IT Department in multiple office and data center locations.
    • Must be able to carry out managerial responsibilities in accordance with the organization's policies and applicable laws.
    • This includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving issues.
    • Must have the ability to work with individuals of all levels with varying technical skills. Ability to work under pressure with minimal supervision, managing multiple projects simultaneously.

    About Us

    CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.


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