Service Delivery Manager Job Los Angeles area,California USA,IT/Tech

Overview

Hanmi Bank — Service Delivery Manager

The Service Delivery Manager oversees key IT functions to enable high‑quality service delivery to end users and ensures that Service Support and Service Delivery processes meet business needs. This stakeholder‑facing role requires you to establish and manage expectations with the business and drive the IT team to achieve those expectations to a high standard. The role also ensures compliance with company policies and applicable state and federal regulations.

Responsibilities

Provides support services to internal and/or external users of the organization's computer systems and network.

Manages a team and is accountable for delivering solutions and services with urgency to deliver value.

Assists in the implementation planning and actual implementation of new information technology based systems.

Regularly provides technical support to all Bank employees.

Performs problems management services including problem isolation, problem resolution, and coordination of services with other system administrators, network personnel, and vendors.

Ensures all communication and escalation processes are followed and provides quality ticket information.

Performs various system administration tasks including changing network and core system passwords, creating directories, maintaining system database files, installing applications and operating system software, and providing assistance to users.

Takes ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post‑incident review.

Provides telephone support to bank personnel regarding the use of computerized applications including core processing systems, e‑mail systems, imaging systems, etc.

Takes service requests over the phone or in writing for all services provided by the Information Services department.

Provides service and support in projects and develops a strong understanding of projects impacting the service area to minimize impact and ensure agreement.

Oversees quality of service and performance; ensures future demand from growth and projects is understood and factored into capacity plans for all associated systems.

Drives internal and third‑party service review meetings covering performance, service improvements, quality, and processes.

Manages the desktop computing environment to ensure laptops, PCs, and other access devices are built and maintained to high standards of performance and security.

Makes recommendations for service improvement and ensures actions are followed through to completion in a timely manner.

Demonstrates knowledge of and adherence to EEO policy; promotes a diverse, respectful, harassment‑free workplace and affirmative action where applicable.

Performs duties specific to the position and other functions as assigned.

Minimum Requirements

Bachelor's degree or 7+ years of related experience and/or training; IT Service Desk/Help Desk or Support experience in a large‑scale environment with incident management and escalation procedures; related business/financial industry experience preferred.
5+ years of experience in managing Cybersecurity applications and programs aligned with industry standards and regulatory requirements.
Advanced knowledge of company operations and lending products; familiarity with related state and federal laws and regulations and company policies.
Working knowledge of Business Continuity Program planning, coordination, and testing.
Progressively responsible information technology management and supervisory experience.
Knowledge of state and federal banking compliance regulations and company accounting policies and procedures.
Excellent organizational and time management skills with leadership, supervision, and training abilities.
Advanced skills in terminal and PC operation; familiarity with mainframe systems, word processing, and spreadsheets.
Strong mathematical ability including calculations of interest, balances, and percentages; ability to analyze data and interpret reports.
Exceptional verbal, written, and interpersonal communication skills; ability to train personnel and interpret documents and procedures.
Ability to solve…


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