Manager, Service Experience

Position Summary

The Manager, Service Experience, is responsible for the effective delivery, management, and continual improvement of IT services that support the Bank’s business operations and meet employee needs.  Leveraging best practices (e.g., ITIL), this role oversees the end-to-end IT employee service experience, including leading the development, implementation, sustainment, and optimization of IT Service Management (ITSM) processes. The Manager establishes, monitors, and reports on Key Performance Indicators (KPIs) related to service quality, customer satisfaction, process maturity, operational effectiveness, and service delivery outcomes. The position requires a broad range of technical understanding of diverse operational environments, paired with a strong focus on customer service, employee experience, and partnership with business stakeholders. 

Primary Success Factors

• Own and evolve the IT service experience strategy, ensuring services are reliable, responsive and aligned with business needs.

• Leads the processes that build relationships with end users in order to understand business processes and outcomes. Seeks to build a strong customer- and service-oriented culture.

• Identifies internal customers’ needs and expectations and translates them to the operational level. Ensures that the portfolio of services offered meet those needs and the intended business outcomes.

• Develop feedback channels (surveys, focus group, metrics) to capture employee sentiment and pain points.

• Takes an end-to-end view of Bank IT services and acts as the expert to identify and incorporate best practices into all services offered to ensure operational activities are robust and reliable. Seeks continuous improvement in all areas of service delivery.

• Leads the design and implementation of standards, SLAs, and KPIs to measure quality and user satisfaction.

• Manages escalation processes and serves as the primary contact for complex or time sensitive service issues.

• Identifies areas for improvement. Develop and implement plans to remediate. Acts as a single point of accountability for services offered.

• Partner with Help Desk and IT teams to improve consistency and professionalism of front-line support.

• Leverage AI-driven tools and automation to enhance IT service quality, knowledge base usability and customer support.

• Exercises the usual authority of a manager including personnel decisions regarding hiring, training and development, assigning work, performance management, salary actions, and corrective actions and terminations.

• Ensures compliance with applicable policies, procedures and regulations to ensure safe and sound business operations.

Required Experience

• Bachelor’s degree in Information Technology, Business, Computer Science or related field, or equivalent years of experience

• Seven or more years of progressive IT Service Delivery or IT operations experience, including at least 2-3 years in a management role

• Experience with ITIL or other service management frameworks, ITIL certification preferred.

• Certification in at least one targeted technology required

• Knowledge of industry best practices

• Excellent leadership and managerial skills with planning, organizing, prioritizing, and coordinating ongoing duties of self and staff

• Experience with ITSM tools (e.g., Service Now, HaloITSM, Jira Service Management, or similar)

• Strong customer service orientation and ability to translate technical services into user-friendly experiences.

• Excellent communication, stakeholder management, and conflict resolution skills.

• Proven track record of leading teams, driving change and improving processes.

• Awareness of how AI and automation can be applied to service delivery.

It is the policy of the Federal Home Loan Bank of Pittsburgh to ensure equal employment opportunity (EEO) for all employees and applicants for employment without regard to race, religion, color, sex, national origin, age, disability status, genetic information, veteran's status, ancestry, sexual orientation or status as a parent as defined by applicable law. It is the Bank's policy to comply with applicable laws concerning the employment of persons with disabilities, including reasonable accommodation for applicants and employees with disabilities.