Director Technology Services - India

If you’re passionate about being part of a dynamic organization that enables a Fortune 100 company with nearly $70 billion in annual sales to drive innovation and adopt new technologies that deliver business results, then Nationwide’s Technology team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

This Director role will manage the resources supporting technology operations. This includes enterprise IT Service Management (Major Incident, Change, Release, etc.), Batch 24x7, Enterprise Command Center 24x7 operations, Test Data Management, Test Environment Management, Observability tooling, and more.

Job Description Summary

If you’re enthusiastic about delivering secure technological solutions to support a company providing extraordinary care to its customers, then Nationwide Technology is the place for you. Nationwide's industry-leading technology workforce embraces an agile work environment and a collaborative culture to deliver outstanding solutions and results. If that sounds like something you aspire to, we want to hear from you!

As a Technology Services Leader, you will own end-to-end service life cycle and delivery and lead a team involved in the support of these services. This includes defining, managing, and delivering services in support of technology capabilities, as well as responding and driving continuous service improvement of customer experiences. You’re primarily responsible for ensuring service levels are met and providing strategic direction for the team. Leading people, including, career development, performance management and pay determination – are key to this role.

Job Description

Key Responsibilities:

• Leads resources to drive key performance indicators through efficient services management support, expense management and increasing value of Nationwide Technology Services.
• Ensures team’s knowledge and deep understanding of business domains, industry trends and services.
• Leads a team responsible for services that support infrastructure, software, websites and applications.
• Responsible for applying secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• Develops a team accountable for alignment to best practices (Community of Practice, industry, etc.).
• Assign and allocate staffing, in partnership with the Technology Service Executive, based on capacity and demand and to meet required services levels and support.
• Oversee all activities associated with defining, developing, measuring, handling and maturing services and continuous improvement recommendations.
• Advises a team that coordinates and facilitates IT Service Management and applicable processes.
• Directs a team that is responsible for the planning, coordination and implementation of enterprise activities in production and nonproduction environments.
• Leads a team accountable for services life cycle, including service strategy, roadmap, obtaining customer requirements and feedback for the design and optimization of end users services.
• Execute services to improve the customer experience and drives collaboration with user advocates to identify/exploit opportunities and alignments to actively handle expectations and monitor satisfaction levels and service adoption.
• Understands and develops team skill maturity that improves and provides effective customer focused services.
• Oversees vendor management/relationships and sourcing.
• Makes decisions by delivering metrics, analyzing data to identify trends, and isolating opportunities for Service Management continuous improvement.
• Leads associates through guidance and support on the execution of work, manages associates, including but not limited to, performance management, salary planning, training, development, workforce planning, hiring and disciplinary actions. Attracts, hires, engages and develops the team through impactful recruitment, coaching and feedback.
• Influence pivotal initiatives across Technology to represent and modify services accordingly to best measure and manage against changing technologies.
• Leads associates who are accountable for alignment with information security and compliance policies and procedures in scope of the role.
  
  

Qualifications & Experience

May perform other responsibilities as assigned.

Education

Undergraduate studies in computer science, management information systems, mathematics, or related field is strongly preferred.

Experience

Eight years leading multiple teams and assets across various technology platforms. Five years of management experience is preferred. Experience with concepts and solutions: IaaS, PaaS, SaaS, and package solutions.

Technical Skills

• Business Acumen
• Continual Improvement Process
• Financial Management
• IT Infrastructure
• IT Service Management (ITSM)
• Technical Acumen
• Vendor Management
• Technology Strategies
  
  

Soft Skills & Attributes

• Strong communication, decision making and analytical skills
• Ability to influence, negotiate, and manage a budget
• Mentoring and coaching abilities to guide associates
• Ability to work in agile and global environments
• Insurance/financial services industry knowledge a plus
• Other criteria, including leadership skills, competencies and experiences may take precedence
  
  

Additional Information

Reporting Structure:

Reports to Technology Executive – India; three or more direct reports.

Working Hours

Aligned to India business hours with flexibility for global collaboration.

Location Flexibility:

[Hybrid/Remote/In-office] with periodic in-office collaboration.

Equal Opportunity Statement

Nationwide is committed to diversity and inclusion. All qualified applicants will be considered without regard to race, gender, disability, religion, or other protected categories.

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