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Digital Production Management - Service Delivery Program Lead

Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at
Chase Consumer & Community Banking serves nearly 66 million consumers and 4 million small businesses with a broad range of financial services, including personal banking, small business banking and lending, mortgages, credit cards, payments, auto finance and investment advice. Our 129,000 employees serve our customers in 57.5 million households by following Chase's Five Keys to a Great Customer Experience.
Position Summary
Reporting to the Transformation Manager – the person will be responsible for assisting in developing and implementing the organization around the Digital Production management team – for the BAU support and continuous improvement teams.
The position will be a:
  • Key contibutor to building the production organization and transforming Digital to align with CCB Production Management processes, goals, and objectives
  • Key contributor to partnership with AD, operations and other production support teams  - CCB,CIB, GTI, Business Operations
  • Key contributor for identifying continuous service improvements and implementing in partnership with various Application Development (across CCB) and GTI partners to drive improvement initiatives
This position will be responsible for the following
Assist production teams fully assimilate production tools - Alarmpoint, ServiceManager, REACT, etc.
    • Assist production teams fully assimilate production best practices and processes (Incident defined by CCB Production Managemen
    • Help bootstrap into target state processes:  Release management, Command Centers, PTO, 
    • Stakeholder / relationship meetings to help champion the processes, educate, provide resources
    • Service Delivery – “how are production teams performing against expectations?   How are production teams performing for AD?  
    • Compliance against those standards – trainings, access, etc.
    • Champions of production management initiative
    • Assist Digital Production Management with 'internal' team organization including maintaining  Sharepoint/confluence, keeping Production Management notes, announcements, communication
  • Continuous Improvement Programs
    • Help identify, prioritize, and drive improvements
    • Partner with various teams to identify and prioritize fixes for recurring issues to reduce calls and incident volumes
    • Assist in identifying monitoring and alerting improvement
    • Manual work reduction
  • College degree in related technical/business areas or equivalent work experience
  • Minimum 3 to 7 years of IT experience and related management experience
  • Senior application development and/or production support experience
  • Ability to influence and drive change
  • Leadership skills, drive for continuous improvement
  • Excellent interpersonal, relationship and negotiating skills
  • Experience with Infrastructure and Application Projects
  • Capable of managing complex issues in a changing environment. Proven experience with client services and support.
  • Strong team management skills including planning, budgetary control, people management, etc.
  • Requires detailed knowledge and be able to execute through the Project Life Cycle, ITIL, Financials, Business Case
  • Experience managing geographically distributed and culturally diverse work-groups with strong team management, leadership and coaching skills
  • Understand monitoring concepts for varied platforms.
  • Strong working knowledge in UNIX/Linux/Windows and Oracle/SQL Server (SQL Querying, SP, triggers, views & other DBO.)
  • Must partner with stakeholders and senior leaders
  • Must have demonsrated ability to collaborate with senior leaders to understand their expectations regarding service delivery and service risk and control
  • Ability to persuade and influence is KEY. Must have ability to be tactful yet assertive. Strong collaboration and negotiation skills.
Req #: 150131420
Location: Columbus, OH US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

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