Job Description:

Director Operations – ITSM ETG/FDA

The Role

The Enterprise Infrastructure (EI) Operations team is looking for a highly motivated individual to lead the ITSM Operations and is responsible for the delivery of Incident Management for the Fidelity Data Architecture team (FDA). This role will be responsible for end-to-end management of all major IT incidents and requires a deep understanding of ITSM principles and practices, as well as extensive experience managing major incidents to ensure timely and efficient service restoration.

The Director of ITSM is a critical role that requires a strategic thinker, collaborative leader, and expert in ITSM and major incident management. This role will collaboration of teams of engineering, incident management, problem management, change management, release engineering, infrastructure, and systems management, including system administration and security support. The successful candidate will have a track record of driving ITSM initiatives, managing major incidents, and leading a team of IT engineering professionals to deliver high-quality IT services.

We operate a follow-the-sun model, which means your teams work your daylight hours and handover any active incidents/changes to one of our other Incident Management teams when your shift finishes for the day.

Experience:

• Architecture: Experience decomposing relevant business and problems into creative, efficient, and scalable solutions. Comprehensive knowledge of our cloud application platforms, as well as current and emerging technologies.
• Communication: Strong story-telling skills that drive program messaging and influence decisions and action. Ability to articulate solutions to Senior Executives and leadership. Ability to be highly organized, very responsive, and committed to quality and high standards.
• Collaboration: Ability to navigate sophisticated, interpersonal relationships and build partnerships across the firm at all levels. Ability to collaborate with a variety of individuals and groups across Fidelity in a constructive manner to accomplish tasks and drive forward key business initiatives.

• People Management: Experience managing, leading, coaching, mentoring, and developing people.
• Leadership: Strong management, facilitation, and problem-solving skills are a must; providing technical leadership and hands on day-to-day solutions to squads.
• Influencing Skills: Employs collaborative approach to gain consensus and support for the needs of the work. Understands organizational dynamics and adapts proposals to efficiently navigate constraints. Ability to learn quickly, be flexible, adapt and strive to excel in a fast paced, changing environment.

In this role, your responsibilities include:

• Leading, driving, ITSM process delivery for a specific Business Unit and accountably for SLA’s, KPIs and delivery of best practices.
• Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed.
• Being accountable for driving teams to resolving outages in a timely manner and following processes
• Prioritizing major incidents according to their urgency and influence on the business.
• Leverage large scale IT operations skills.
• Vendor incident management and engagement with Cloud Data Analytics Platforms i.e., Snowflake, Alteryx, Microsoft PowerBI
• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
• Flexible and ability to re-assigning workloads and re-scheduling non-urgent tasks.
• Collaborate and implement additional ITSM processes and functions to further improve service
• Proactively identify opportunities to prevent future incidents and change process improvements

• Able to understand the activities on major incident triage bridges and translate those into meaningful updates for executives.
• Delivering timely and tailored communications in accordance with Fidelity’s process guidelines.
• Providing Release management oversight during all phases of major monthly releases
• Working cooperatively with business partners to plan and support large business events i.e., Annual Enrollment
• Training and coaching others to become capable of crafting world-class ITSM processes.

The Expertise and Skills You Bring

• University Degree
• 8+ years in a similar operational role required with a technical aptitude
• Strong people management experience leading, coaching, mentoring, and developing people and teams
• Experience creating business and technical Executive Summaries in a complex technology-based ecosystem
• Exceptional verbal and written communication skills
• Must have full understanding of the ITIL ITSM practice to support the day-to-day operations
• Working knowledge of both development and operations, including coding, infrastructure management, system administration, and DevOps.
• Working knowledge and experience with Observability and Correlation Toolset i.e. Datadog, Grafana,
• Good technical background with the ability to discuss architecture, hardware, and software concepts
• Ability to quickly learn new concepts and technologies to support day-to-day operations
• Ability to adapt to change and prioritize accordingly
• Customer orientated personality exhibiting professionalism and enthusiasm
• Analytical & detail orientated thought process with the ability to take methodical approach to activities
• Demonstrate ability to form trusted working relationships with business unit stakeholders through collaboration and enhanced effective communications.
• Global business experience across all time zones in preferred

The Team

This position sits within the Enterprise Infrastructure (EI) Operations organization and will be responsible for providing operational support within the Fidelity Service Center. Our team supports internal customers spread across a variety of business units as well as external customers utilizing Fidelity’s services and products.

Company Overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process. Please email us at accommodations@fmr.com or call 800-835-5099, prompt 2, option 2 if you would like to request an accommodation.

Please see below for the salary range for work locations in Colorado only:

Please see below for the salary range for work locations in New York City, Westchester County, NY and Jersey City, NJ only:

Please see below for the salary range for work locations in California only:

Please see below for the salary range for work locations in Washington only:

Certifications:

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a Best Place to Work in 2023. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working”. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every four weeks. These requirements are subject to change.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 3.