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IT Operations and Service Delivery Manager – AVP
MUFG. Provide technical service delivery support across IT Operations, Application Support, ITSM, service performance management, operational analytics, and continuous improvement initiatives .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Operations and Application Support, with a strong focus on ITSM principles, operational performance analysis, and process improvement. Proficient in technical project support and collaboration across diverse teams to enhance service delivery and operational efficiency.
Highest-signal resume keywords
IT Operations ManagementITSM PrinciplesKPI AnalysisProcess DocumentationTechnical Troubleshooting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementChange ManagementProblem ManagementEvent ManagementService Level ManagementProduction Batch SchedulingData AnalysisScriptingAutomationWorkflow Improvement
Soft Skills
Strong Communication SkillsCollaborationProblem-Solving
Tools & Technologies
ServiceNowJiraConfluenceDynatracePowerShellSQLPower AutomateExcelWordPowerPoint
Industry Keywords
Operational AnalyticsContinuous ImprovementOperational HealthMonitoring PracticesEnterprise IT Operations
Tech Stack
Tools & technologiesAWSCloudITSMServiceNowSQL
About the role
Key responsibilities & impact- Provide technical service delivery support across IT Operations, Application Support, ITSM, service performance management, operational analytics, and continuous improvement initiatives
- Support day-to-day IT operations, application support activities, troubleshooting, and service improvement initiatives
- Execute and improve Incident, Change, Problem, Event, Request, and Service Level Management processes
- Analyze operational performance, SLA results, ticket trends, and service metrics
- Support monitoring, event management, observability, and operational health initiatives
- Assist with batch operations, critical path analysis, and production support activities
- Identify automation opportunities and process improvements
- Prepare operational reporting, KPI analysis, and management insights
- Create and maintain documentation, runbooks, procedures, and knowledge management content
- Support technical projects and operational initiatives through planning, coordination, testing, implementation, and issue resolution
- Collaborate with application teams, infrastructure partners, operations teams, and management to execute service improvements
Requirements
What you’ll need- Experience in enterprise IT operations, application support, monitoring practices, and technologies required for reliable IT service delivery
- Strong applied understanding of ITSM principles, including Incident, Change, Problem, Event, Request, and Service Level Management
- Experience analyzing production support trends, recurring issues, operational risk, batch failures, ticket volumes, SLA performance, and service health indicators
- Foundational understanding of Production Batch Scheduling, Transmission Services, Application Support, and Critical Path Operations
- Experience or ability to learn CA7, CA Autosys, Sterling/File Transmissions, ServiceNow, Jira, Confluence, Dynatrace, and operational monitoring systems
- Experience supporting monitoring and event management processes
- Experience preparing, validating, and interpreting KPI reports and operational metrics
- Experience in process documentation, runbook creation, data analysis, technical troubleshooting, and operational procedure improvement
- Ability to support technical project efforts and apply project management practices
- Ability to work with Application Management, Infrastructure Teams, Operations Teams, Senior Managers, and Line Managers in a matrixed environment
- General knowledge of IT infrastructure architecture, capability planning, application support models, and large-scale enterprise infrastructure integration
- Knowledge of AWS concepts, hybrid infrastructure support models, and cloud/on-premises operational processes preferred
- Scripting, automation, workflow improvement, or data transformation experience preferred, including PowerShell, SQL, or Power Automate
- Strong written and verbal communication skills
- Proficient in Excel, Word, PowerPoint, and operational reporting tools; Power BI beneficial but not required
- Bachelor’s degree in Computer Science, Information Technology, Engineering, Business Administration, or a closely related discipline, or equivalent work experience
- 5–7 years of IT Operations, Application Support, Production Support, Service Delivery, or related technology operations experience
- Visa sponsorship/support is based on business needs; sponsorship is not anticipated for this position
Benefits
Comp & perks- Discretionary performance-based bonus and/or incentive compensation
- Comprehensive health and wellness benefits
- Retirement plans
- Educational assistance and training programs
- Income replacement for qualified employees with disabilities
- Paid maternity and parental bonding leave
- Paid vacation, sick days, and holidays
- Hybrid work schedule with one remote day per week