Manager, Digital Workplace Services

Full Time

  • No Travel Required

Job Description

BE PART OF A BANK LIKE NO OTHER.

When you work with the world's most innovative companies, you know you're making a difference.

Our clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work.

They come to SVB for our expertise, deep network and nearly forty years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising SVBers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.

Join us at SVB and be part of bringing our clients' world-changing ideas to life. At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization. And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.

Job Description:

About SVB
Silicon Valley Bank is the most sought-after financial partner in the global innovation economy. We bring together entrepreneurs, investors, ventures capitalists, and private equity firms to move their bold ideas forward, fast. Our clients define what comes next.
In the past 35 years, we have accumulated more experience with start-ups and high-growth tech than any other company in the world. In fact, majority of the most compelling Fintech disruptors bank with us. Our clients include: Beyond Meat, Shopify, HelloFresh, Cloudera, and Andreessen Horowitz, just to name a few. We help our clients grow, too. More than half of the innovation companies that completed an IPO in the last two years were our clients.
Our accomplishments serve as motivation to continue pushing ourselves and we are committed to delivering user-centered, high-impact solutions to our clients. We are looking for creative thinkers who want to challenge the status quo and create a truly seamless digital banking experience on a global scale.

Specific Needs
The Digital Workplace Services (DWS) team is seeking to add a seasoned technology infrastructure leader to focus on executing and improving day-to-day operations across all locations. The new leader must blend a customer-first approach with operational excellence to solve problems. They must possess large enterprise operations experience coupled with a history of successful and measurable accomplishments. Initial focus will be to help separate operations from our combined engineering/operations groups. Finally, the new leader will be looked upon to leverage their O365 and Endpoint Manager knowledge to advance the overall security and compliance posture of the environment while sustaining a positive user experience.

At SVB, adherence to our values and respecting company culture is paramount to success-the manager will need to be a strong relationship builder to get things done. Lastly, the pandemic has taught SVB that time in the office is not required to be successful-the new leader must embrace the future of work, the importance of employee happiness and the need to shift to cloud solutions to best operate.

Our Technology Stack
• Windows 10
• MacOS Big Sur, Monterrey
• Microsoft Endpoint Manager Configuration Manager (MEMCM) with MDT-based Operating System Deployment (OSD), WSUS, Internet-based Client Management through CMG, software deployment
• Microsoft Intune with mobile corporate device management, mobile BYOD application management, Windows co-management, Windows MDM policies, JAMF connector
• APP-V integrated with MEMCM
• JAMF cloud, light-touch/zero-touch provisioning, Intune/Azure integration, ABM/VPP
• vSphere and Horizon
• PatchMyPC
• CyberArk Endpoint Privilege Management
• Office365 with Azure Active Directory hybrid-join, AD Connect, conditional access
• SharePoint Online, Teams, Exchange Online & Exchange On-premise
• Microsoft 365 office suite and a variety of modern applications
• Multi-forest Active Directory on-premises with group policy and multiple Intune Tenants configured for co-management
• PrinterLogic
• Nexpose vulnerability management
• Bitlocker/MBAM
• RSA SecurID with biometric MFA
• Nexthink digital employee experience monitoring
• Zoom desktop conferencing, conference room scheduling and digital signage
• Poly, Neat and DTEN conference room solutions
• Dell desktops, laptops, 2-in-1's, 2-in-1 detachables
• MacBooks
• Azulle PC sticks
• IoT devices
• PowerShell/Bourne shell scripting

About the Role
The Manager, Digital Workplace Services is responsible for managing and delivering operational support services globally. The incumbent will be a savvy leader that motivates and influences team members to perform at their highest potential to bring outstanding technology service and support to our user community.

Essential Duties:
• LEADERSHIP - Builds and leads a team of geographically dispersed infrastructure engineers and system administrators. Monitors employee performance; mentors with a growth mindset and coaches for high performance. Holds individuals accountable for low performance and tackles tough conversations with empathy. Ensures SVB Guiding Principles are sustained and utilized across the team.
• OPERATIONAL ACCOUNTABILITY - Owns the back office operational activities (on-premise and cloud) that deliver Digital Workplace products and services. Collaborates with DWS engineering groups to reduce problems and continuously improvement.
• COMPLIANCE AND CURRENCY - Ensures Digital Workplace products are kept current and secure with necessary patches and configuration standards. Maintains digital workplace policies, processes, and procedures. Routinely works with risk and audit groups to review and assure compliance.
• AUTOMATION - Assists in defining, building, and implementing automation and self-service solutions to reduce the effort put forth by SVB end users to gain support and service. Aggressively seeks out automation opportunities that cause user friction and service wait times and resolves.
• STRATEGIC PLANNING - Helps produce strategic plans that effectively align with Technology Operations, Technology Division and SVB strategies. Regularly cascades and communicates DWS strategic plans to stakeholders to gain support and alignment.
• OPERATIONAL PLANNING - Creates and administers an annual operational plan that tracks and reports recurring activities to sustain highly available and secure operations. Activities include technology refresh planning, change and upgrade planning, disaster recovery testing, patch management, capacity management, license renewals, vendor management reviews and identity/access reviews.
• VENDOR MANAGEMENT - Effectively holds managed service partners accountable for their contractual commitments through a partnership relationship and win-win situations. Leverages the partner relationship to achieve stretch objectives.
• METRICS - Identifies and reports on Key Performance Indicators (KPIs) that identify trends and opportunities. Ensures DWS operations delivers to marketed SLAs and corrects where performance lags.
• BUDGET - Shares budget responsibility for Digital Workplace Services; monitors labor, operational and capital spending.
• PROBLEM MANAGEMENT - Facilitates problem resolution with IT subject matter experts, other departments or managed service providers as needed. Identifies, tracks and acts upon recurring problems and assigns personnel for follow up and resolution. Serves as an advocate for end users, insulating them from complex technology troubleshooting and testing.
• PROJECT MANAGEMENT - Sponsors or manages select operations projects and reports status effectively including risks, actions, issues and decisions. Understands and utilizes Agile and Kanban work management methods to prioritize, communicate and deliver on commitments.
• LIFELONG LEARNER - Constantly pursues new learning to stay current and knowledgeable in their domain. Not afraid to tackle operational gaps outside domain experience to reduce risk for the bank or Technology Operations.

Qualifications
• Minimum of 8 years' experience managing technical teams in a medium to large organization
• Experienced people leader with relevant technical skills to lead team in a matrix-based model.
• Proven ability to mentor and grow the skill set of team members;
• Excellent communication, customer service, organizational, project and personnel management skills;
• Able to demonstrate versatility, flexibility, and enthusiasm in a fast-paced environment
• Possesses broad information technology knowledge of all aspects of desktop support and help desk operations.
• Experience in an Office 365 environment with both mobile and desktop services.
• Experience with Active Directory preferred.
• Experience managing third-party outsourcing providers to deliver global services.

Education or Equivalent Experience:
• Bachelor's degree in IT related field or related job experience
• MCSE desired

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Base Pay:
$120,784.00 - $181,604.00

Actual starting base pay will be determined on skills, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made.

SVB benefit programs are designed to meet our employees where they are in life. SVBers may enroll in core benefits programs, plus take advantage of customized perks and offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here .

© 2022 SVB Financial Group. All rights reserved. SVB, SVB FINANCIAL GROUP, SILICON VALLEY BANK, MAKE NEXT HAPPEN NOW and the chevron device are trademarks of SVB Financial Group, used under license. Silicon Valley Bank is a member of the FDIC and the Federal Reserve System. Silicon Valley Bank is the California bank subsidiary of SVB Financial Group (Nasdaq: SIVB ).

Equal Employment Opportunity

Silicon Valley Bank is an equal opportunity employer and is dedicated to expanding its commitments and investments to create a more diverse, equitable and inclusive company culture and innovation ecosystem. We are strongly committed to the values and policy of equal employment opportunity across our employment practices.

Silicon Valley Bank UK Limited is registered in England and Wales at Alphabeta, 14-18 Finsbury Square, London EC2A 1BR, UK (Company Number 12546585). Silicon Valley Bank UK Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (Firm Reference Number 543146). Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.