IT Service Delivery Center of Excellence Manager

Position Summary

The IT Service Delivery Center of Excellence Manager drives operational excellence in a Octopus organization with multiple arms interacting daily with cross-functional groups across the organization and guided by our shared purpose. Using creativity, customer service, employee experience, education training opportunities, the role will be responsible for continual service improvement across IT Service Delivery organization. This hands-on role requires doing the work while being able to hold the space for discovery, root cause analysis, capturing information, creative ideas, and implementing them.

Compensation

This role is an exempt position with a targeted salary range of 94,882.00-136,096.31

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

Essential Functions

• Identify customer service gaps, coordinate improvement initiatives, reduce recurring issues, improve support efficiency, and drive opportunities into action.

• Through identification of the true challenge, create documentation, actions, remediations, with the goal of turning the information into actions

• Seek feedback from employees, IT teams, and business partners to identify challenges, friction points, creative ideas, and requested changes; evaluate, prioritize, and implement solutions that improve the employee experience and technology adoption.

• Establish knowledge standards within IT service delivery, improve documentation quality, implement omni-channel support model, and promote knowledge sharing across teams.

• Coordinate, create, facilitate new hire technology training, software rollout readiness, change communications, and end-user adoption programs.

• Coordinate activities and service handoffs between Service Delivery, Security, Infrastructure, Enterprise Applications, Telephony, Operations Technology, Sales Technology, and AI teams.

• Develop and improve operational efficiencies, standardize processes, and drive continuous service improvement initiatives across IT service delivery.

• Work closely with IT leadership to execute strategic priorities while maintaining autonomy over implementation, prioritization, problem-solving, stakeholder engagement, and cross-functional collaboration.

Qualifications

• High School Diploma or equivalent required, associate's degree related to the position preferred.

• Minimum seven years' Experience in Customer Service, Service Desk Operations, End User experience support, Continuous Improvement, or related disciplines.

• Experience with IT ticketing systems, KPI reporting, process improvement, and cross-functional collaboration required.

• Minimum three years supervisory or leadership experience

• Preferred certifications include ITAM Foundation & PM

Additional Qualifications

• Physical Demands: This position requires the ability to occasionally move office equipment and supplies weighting up to 40 pounds for various office needs.

• Excellent verbal and written communication skills required.

• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.

• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.

• Commitment to company values.

• Customer Service - Proactive attention to each person

• Integrity - Do and say what's right

• Respect - Treat others with dignity

• Collaboration - Listen and work together

• Learning - Seek knowledge and strive for improvement

Physical Demands

• The position requires the ability to occasionally move office equipment and supplies weighing up to 20 pounds for various office needs.

Manual Dexterity

• Ability to operate standard office equipment and keyboards

Audio/Visual

• Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.

Environmental

• Office environment – moderate noise, no substantial exposure to adverse environmental conditions.

Travel

• 20-50%

Mental

• This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.

Schedules

• Work is primarily performed during the business week, Monday - Friday

Authority Level

Job Scope: Plays a key role in area by generating insights and ideas on policies, processes, procedures, and efficiency; contributes ideas to strategic and operational plans to ensure alignment Complexity: Problem solving involves evaluating and resolving discrepancies with people, data, analyses, processes, etc. within prescribed program/project guidelines; may also involve resolving basic resource coordination and availability

Impact: Decisions and actions have a direct impact on the outcomes of the department, projects, and programs

Interaction/Supervision: Acts as a mentor/guide to less experienced professional contributor staff in a similar role; works independently and only under general direction; guided by professional standards, desired outcomes, and project plan specifications

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

REQ#: ITSER018569