Dir, IT Continuity and Service Delivery

Bonus Type

Summary

The IT department at BOKF drives the bank’s cutting-edge technology infrastructure and prioritizes seamless and secure digital operations. From supporting robust data centers to safeguarding sensitive financial data, we are always at the forefront of innovation, implementing the latest technologies to elevate banking services. Our dedicated teams provide strategic and comprehensive support, meeting the ever-changing needs of both clients and employees across the entire enterprise.

Job Description

The IT Director, Service Delivery will be accountable for BOK Financials’ Service Delivery strategy and framework ensuring the smooth and efficient delivery of services while placing a strong emphasis on crisis management and IT resiliency. This role will be vital in maintaining high levels of internal and external client satisfaction during critical situations and effectively managing service disruptions. Your expertise in crisis management, coupled with ITIL best practices, will enable you to drive service excellence even in challenging circumstances.

Team Culture

Our team thrives on collaboration, continuous learning, and innovation. We work closely together, leveraging cutting-edge technologies and sharing our expertise to solve complex problems efficiently. By encouraging creativity and adaptability, we experiment with new tools and methodologies, fostering a dynamic and tech-forward work environment. Additionally, we focus on creating a positive and supportive atmosphere, ensuring everyone feels valued and motivated to excel.

How You'll Spend Your Time

• You will lead strategic initiatives that promote excellence, innovation, and collaboration to enhance service delivery and client satisfaction.
• You will foster a culture of continuous growth through direct mentorship and coaching of team members.
• You will develop a service delivery strategy aligned with ITIL principles and oversee change management processes.
• You will create and execute crisis management plans, collaborating on incident and problem management to reduce future risks.
• You will implement an observability strategy using analytics and metrics to monitor and improve technology performance.
• You will govern the Technology Operations Review Committee to ensure operational readiness and risk alignment across IT.
• You will establish and manage communication strategies for both routine operations and crisis events, partnering with recovery teams and leadership.
• You will oversee risk assessments, vendor performance, and reporting to senior leadership, ensuring alignment with operational standards and audit requirements.

Education & Experience Requirements

This level of knowledge is normally acquired through completion of a bachelor’s degree and 7-10 years of experience in IT or a related field. 12+ years equivalent experience with increasing levels of responsibility may be considered. Ideal candidate will possess ITIL certification.

• Proven experience in a leadership service delivery role, preferably in a technology-focused environment.
• Advanced background in designing and implementing observability frameworks, tools, and strategies.
• Exceptional communication skills to include oral, written and presentation skills.
• Exceptional relationship management and trust building skills
• Demonstrated ability to teach, coach, and mentor individuals through complex service delivery challenges.
• Exceptional business acumen and leadership presence
• Excellent strategic, critical thinking, problem solving skills.
• Highly effective and efficient analytical, forecasting, and financial skills
• Excellent organizational skills
• Ability to develop and execute complex strategies.
• Proven success in client facing roles.
• Proficient in ITIL service management practices
• Proficient in disaster recovery and resiliency practices
• Cross-industry experience is a plus.
• Knowledge of banking applications systems, products, operations, delivery systems and regulatory environment is a plus.