Director, Service Management
Discover. A brighter future.
With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.
Job Description
About Discover
Discover Financial Services (DFS) is a direct banking and payment services company with one of the most recognized brands in U.S. financial services. Since its inception in 1986, the company has become one of the largest card issuers in the United States. The company issues the Discover card, America's cash rewards pioneer, and offers private student loans, personal loans, home equity loans, checking and savings accounts and certificates of deposit through its direct banking business. It operates the Discover Global Network comprised of Discover Network, with millions of merchant and cash access locations; PULSE, one of the nation's leading ATM/debit networks; and Diners Club International, a global payments network with acceptance in 190 countries and territories.
Discover’s vision is to be the leading direct bank and payments partner and its mission is to help people spend smarter, manage debt better and save more so they achieve a brighter financial future.
At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers, and which is consistently awarded for both. We’re all about people and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.
Description:
Come lead our dynamic ServiceNow platform team as we evolve from delivering process excellence to enabling differentiating employee experiences and business outcomes. We're looking for a dynamic, servant leader who will work with various ServiceNow Platform product teams to create a vision for the platform, modernize ITSM practices and create platform guardrails that will enable frictionless development of intuitive applications on the ServiceNow Platform.
Responsibilities:
- Providing leadership and coaching to a team of Product Owners and Engineering Managers.
- Manage the ongoing vendor relationship with ServiceNow while ensuring appropriate engagement/involvement of other Key Stakeholders across technology and business teams.
- Establish a Center of Excellence to drive best practices and enable improved distributed development of capabilities on the ServiceNow platform as we continue to expand use cases further into solving Technology and Business problems and needs.
- Continue to evolve the internal ServiceNow operating model to align to Discover's Product-Oriented Agile Way of Working.
- Partner with peers in Application Development to establish governance and oversight models to ensure consistent work, reduce technical debt, and avoid duplication of efforts.
- Continued focus on enabling self-service capabilities for automation and citizen development across the enterprise.
- Drive improvements in delivery and consumer service across the department, ensuring quality work and quick response to consumer needs.
Minimum requirements:
- 5+ Years managing ServiceNow or similar SaaS platforms for a large enterprise.
- 5+ Years of People Leadership experience.
- 3+ Years leading Agile teams and initiatives.
- Strong Collaboration and Negotiation skills.
- Demonstrated success in team management, hiring, mentoring, coaching, performance management, professional development and workflow design.
Preferred qualifications:
- Experience managing multiple teams and leaders in a Director or higher level role.
- ITIL v3 or v4 Foundation Certification, Intermediate level certifications a plus.
- ServiceNow Certified Systems Administrator Certifications or demonstrated previous development experience on the platform.
- Prior leadership experience in a product based organization.
What are you waiting for? Apply today!
The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.