Sr. IT Service Delivery Lead

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.​ 

Schwab Technology Services enables the future of how clients manage their money by providing innovative and reliable technology products and services as part of our ongoing commitment to democratize access to investing and financial planning.

The Project Delivery Team Lead for Information Technology Operations (ITO) is a support role for the ITO organization. This position has a broad range of responsibilities which include support of the ITO management team, support of the organization’s business objectives and support of our ITO operators. The support this role will provide includes project management to ensure that project streams are well-coordinated and that they adhere to a delivery schedule. There will be tasks assigned by Operations leadership to support ITO team’s needs that arise in a dynamically changing business environment.

This role assists in Incident managements and facilitation of technical recovery call conference with various engineering teams to ensure production system environment operate reliably and efficiently. This role supports a 24/7/365 mission-critical operations team. The core work hours for this role are 8:30 AM – 5:00 PM ET.

Roles & Responsibilities:

• Oversee the workflow of the Operations team assuring that individuals have the tools and equipment needed to perform their roles.
• Responsible for the reporting that demonstrates the Operations workflow and being prepared to present data-driven options for improving that workflow.
• Continually maintain technology change awareness that may occur during market hours.
• Identify and create operational procedures to improve IT operational readiness.
• Develop and document process workflows to align support with business operations and Incident, Knowledge, Problem and Change Management processes.
• Support ITO team managers and the director in achieving the strategic goals and objectives set forth by Schwab leadership.
• Represent the ITO team interests to business partners with the ability to negotiate outcomes that are beneficial to both parties.
• Coordinate training and onboarding of new staff, continuous training for junior and peer team members.
• Compliance and Control overview for ITO processes.

• Bachelor’s degree in Computer Science, or related discipline with an information technology focus or equivalent experience.
• 5 years of experience in a large scale 24x7 high availability data center environment (1000+ servers)
• Have a basic knowledge and understanding of Distributed/Server Operating Systems, server administration, network components, virtual servers and cloud computing environments obtained through either personal work experience or formal technical training.
• An ability to collaborate with partners across business units to negotiate the use of corporate resources to deliver on strategic objectives.
• Familiarity with Confluence, Jira and Remedy/SmartIT service management tools.
• Web server IIS administration and basic LAN/WAN experience is a plus
• Strong problem solving and decision-making skills focusing on efficient service restoration.
• Ability to pay close attention to details while performing some tactical tasks.
• IT management experience with process development and improvement.
• Experience in implementing key IT standardized process and methodologies (ITIL, Event Management, Incident, Problem and Knowledge Management)
• A change agent that enjoys innovative problem solving and solution delivery.
• An ability to influence others by practicing positive reinforcement.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.