Service Delivery Manager

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Must be eligible to work in the U.S. without requiring sponsorship now or in the future.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow.

On the leading edge: We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust.

What you’ll do:

The Service Delivery Manager (SDM) for Service Desk and Deskside Support is responsible for the end-to-end delivery, performance, and continuous improvement of end-user support services within a regulated financial services environment. This role ensures high availability, responsiveness, and security of employee-facing IT services while maintaining strict adherence to regulatory, risk, and compliance requirements.

The SDM serves as the primary point of accountability for service desk operations, onsite deskside support, incident and request management, and customer satisfaction across the bank.

Service Desk & Deskside Operations

• Own and manage day-to-day delivery of Service Desk and Deskside Support services
• Manage outsourced service desk and ensure vendor performance meets contractual SLAs
• Ensure timely resolution of incidents and service requests in accordance with SLAs and OLAs
• Oversee Tier 1, Tier 2, and deskside support workflows
• Ensure consistent support coverage for branches, corporate offices, and remote users

Customer & Stakeholder Management

• Act as the primary escalation point for business leaders and executives
• Build trusted relationships with Operations, Retail Banking, Commercial Banking, and Corporate teams
• Champion a high-quality, white-glove end-user experience

Governance, Metrics & Reporting, Risk & Regulatory Alignment

• Define, track, and report on service desk and deskside KPIs (e.g., SLA attainment, first-call resolution, MTTR, CSAT)
• Conduct regular service review meetings with stakeholders
• Identify trends in incidents and requests to drive root-cause analysis and improvement
• Ensure support processes comply with banking regulations, internal controls, and audit requirements
• Partner with Information Security, Risk, Compliance, and Internal Audit teams
• Support regulatory exams, audits, and evidence collection related to IT operations

Continuous Improvement & Process Maturity

• Drive ITIL-based process maturity for Incident and Request management
• Improve self-service, knowledge management, and automation
• Reduce repeat incidents and manual effort through problem management and standardization
• Support technology refreshes and end-user experience initiatives

What do you need?

Required Skills & Qualifications

• 5+ years of experience in IT service delivery, service desk, or end-user support leadership roles, preferably within a regulated environment
• Deep understanding of Service Desk and Deskside Support operating models, including Tier 1, Tier 2, and onsite support
• Strong working knowledge of end-user computing environments, including Windows 11, Microsoft 365, and standard workstation builds
• Experience with endpoint management (e.g., Intune, SCCM, or equivalent) and device lifecycle processes, including provisioning, patching, refresh, and decommissioning
• Solid understanding of Identity and Access Management (IAM) concepts, including user provisioning, role-based access, MFA, and least privilege principles
• Familiarity with Active Directory and/or Azure AD concepts as they relate to end-user support
• Hands-on experience using ITSM platforms (e.g., ServiceNow or equivalent) for Incident, Request, and Knowledge Management, SLA tracking, and reporting
• Familiarity with remote workforce technologies, such as VPN, VDI, and remote support tools
• Proven ability to lead incident response and escalations, including coordination during major incidents impacting end-user productivity
• Strong analytical and reporting skills, with the ability to interpret service desk metrics (SLA, MTTR, FCR, CSAT) and identify trends
• Excellent customer service, communication, and stakeholder management skills, with the ability to interact effectively with executives and business leaders
• Ability to operate effectively in a risk-conscious, compliance-driven banking environment

Preferred Skills & Qualifications

• Experience supporting financial services, banking, or similarly regulated environments
• Bachelor’s degree in Information Systems, Business, or related field
• Experience managing or overseeing outsourced service desk providers, including performance and SLA compliance
• Working knowledge of problem management and root-cause analysis to reduce repeat incidents
• Experience improving self-service, knowledge management, and automation within an ITSM platform
• ITIL Foundation certification or higher
• Relevant certifications such as CompTIA, HDI, or ServiceNow a plus

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.

Founded in 2009, Customers Bank is a super-community bank with $20.3 billion in assets at June 30, 2022. We believe in dedicated personal service for the businesses, professionals, individuals and families we work with. We offer banking and loan services across Florida, Illinois, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island and Texas.

Customers Bank is a member of the Federal Reserve System with deposits insured by the Federal Deposit Insurance Corporation. Customers Bank is an equal opportunity lender. Customers Bank takes pride in delivering extremely high levels of customer service while charging comparatively very low fees; service that makes our clients say, “Wow.”

Customers Bank, with its headquarters located in Malvern, Pennsylvania, is a subsidiary of Customers Bancorp, Inc., a bank holding company. The voting common shares of Customers Bancorp, Inc. are listed on the New York Stock Exchange under the symbol CUBI.

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