Description:

Service Quality Program: Platform for Growth - Business Command Center / Incident Management Lead
Job Detail

Type: Permanent, Full-Time
Business Overview:
The GTS Service Quality Program: Platform for Growth supports the three Citigroup GTS Business organizations of Cash, Trade and Securities globally. Business Command Center and Monitoring is one of five workstreams chartered to improve the quality of our technology service offerings through the following initiatives:Creation of a Global Business Command Center
Implementation of E-2-E Business Process Monitoring
Creation of a globally consistent Incident Management process

Position Description:
A Business Command Center / Incident Management Lead for the GTS Service Quality Program: Platform for Growth will have overall responsibility for managing the design, development and implementation of a physical 24x7x365 business focused Command Center structure and supporting Incident Management processes. Responsible for developing business dashboards. Responsibilities focus on project coordination, communication, and execution.
Primary Responsibilities:
These responsibilities include, but are not limited toOverseeing the management and timely execution of deliverables associated with the Business Command Center / Incident Management workstream
Implementing a dedicated Business Command Center structure, including the design, build-out, staffing and BAU management of the center.
Implementing a globally consistent Incident Management process leveraging industry best practices.
Reviewing all deliverables for the project to ensure: conformance to standards
consistency across regions

Managing weekly status reporting to the Program Management Office
Meeting with cross-functional groups to secure the support necessary to execute workstream deliverables.
Reviewing all Project Plans and Action Item Logs for projects within the Global Program to verify accurate tracking.
Documenting and mitigating all Issues/Risks.
Managing identified dependencies with other workstreams in the Global Program.
Working with the global Senior Management Team to obtain necessary resources and prioritization for project deliverables in each region.
Participating in project review meetings for projects within the Global Program.
Coaching and mentoring direct reports within the Business Command Center / Incident Management workstream.

Specifications / Qualifications:

The ideal candidate will have the following attributes:

Experience:A strong and proven track record with at least 10 years of Systems Operations / Command Center management experience, preferably in a large financial services environment
Strategic thinker with a proven track record for creative solutions
Experience with Global Projects
Experience leading a staff of 10 or more direct reports
Experience working within a large matrix organization
Experience managing global, multi-region initiatives
A solid understanding of Program/Project Management standards
Flexibility required due to the time zone constraints of a Global Program

Skills:Excellent written and verbal communication skills
Experience with financial transaction services product desired
Client / Service Management experience desired
Advanced experience with MS Office and MS Project

Personal Characteristics:Heavily focused on providing quality customer experience
Highly motivated
Execution driven
Inspirational leader

Location:Possible Position Locations: Jersey City, NJ / New York, NY

Profile:

Job Function Product Management
Location Jersey City, NJ, US

US-NY-New York

Employee Status - Full-time

Education Level - Bachelor's Degree

Shift - Day Job

Employee Type - Regular

Exempt Status - Exempt

Travel - No