Senior Manager, Change Enablement, Performance Management, & Service Portfolio Management

At Jack Henry, we're more than a technology company; we're a force for good in financial services. We're redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people-inspired innovation, empowering financial institutions to deliver seamless, secure, and human-centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence, then we'd love to meet you.

We are seeking a Senior Manager to oversee the direction of our Change Enablement, Performance Management, and Service Portfolio divisions. This individual will provide high-level strategic oversight, ensuring that we are making continued progress and adhere to existing roadmaps as our posture in these areas matures. The senior manager position oversees managers over each of these divisions. As a leader of these teams, this individual would work closely with these managers as well as other leaders throughout our enterprise on managing risk associated with technical changes, planning and distributing communication around changes, oversight of KPIs and reports around metrics, service level agreements, service portfolio lifecycle management, and process optimization.

This position can be based to work out of any Jack Henry office or remotely from any US location, with the exception of California. Salary range for this position is $119,000-175,000, depending on candidate experience and geographic location. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

What you'll be responsible for:

• Ensuring technology changes are safely and successfully implemented without causing services disruptions to production environments.
• Oversees the approval, tracking, and implementation of changes to IT systems to minimize disruption and risk.
• Defining Service Level Agreements(SLAs) and Operating Level Agreements(OLA's) in alignment with meeting customer expectations and contractual agreements.
• Esuring compliance and adherence to the IT Change management process and procedures.
• Strategic planning to align IT with business objectives, evaluating and prioritizing IT projects, managing budgets, and overseeing resource allocation to ensure maximum value and ROI.
• Delivering dashboards and reports on operational team performance providing visibility and transparency into team performance.
• Articulates the business justification and benefits for all initiatives undertaken, managing prioritization of enhancements, and measuring the results/ROI through metrics and reporting.
• May have some financial responsibilities including project cost estimating, proposal generation, and invoicing.
• Writes and presents business cases as needed for promoting ITSM.
• Assists in transformational change through developing and promoting practical ITSM practices.
• Oversees the enhancement of ITSM practices based on business goals, proactive research, collaboration and feedback around the effectiveness and efficiency of processes; teams; tools; and partners.
• Understands the business value needed from ITSM practices and ensure the value is realized by focusing on practical and helpful processes and methodologies.
• Aids in the integration of ITSM practices and ITSM tools and technologies for the execution of practice processes.
• Engages with Practice Managers, Service Owners, Product Teams, and Business Leaders as appropriate.
• Is accountable for KPIs and metrics related to the performance of ITSM practices.
• Creates and manages staffing plans to ensure service levels are maintained.
• May perform other job duties as assigned.

What you'll need to have:

• A minimum of 10 years of experience in Hardware Asset Management, Software Asset Management, and/or Configuration Management in large-scale IT organizations.
• A minimum of 3 years as a manager or director within IT organizations.
• A minimum of 3 years of experience working with ServiceNow, including change and service management within a ServiceNow environment.
• Experience developing, evaluating, and communicating KPIs in an enterprise technology environment.
• Experience collaborating with stakeholders and users on changes to enterprise IT infrastructure.
• Bachelor's degree.
• Ability to travel up to 15% for business meetings and conferences.

What would be nice for you to have:

• ITIL Foundation or Expert certification.
• Knowledge of change management methodology.
• Knowledge of COBIT.
• Knowledge of Strategic Portfolio Management in ServiceNow.
• Excellent presentation, time management, and collaboration skills.
• Ability to take initiative and work collaboratively to implement change.
• Master's degree.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being. We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.