Nationwide's Workplace Technology Support Team is looking for a Manager to lead the IT Service Desk Business Delivery & Analytics Team, a multidiscipline team responsible for coordinating and managing internally focused initiatives, technology, processes and operational analytics, which impact the IT Service Desk.

Scope of responsibility: 

Data & Analytics  -  Manage the delivery of  Dashboards and related operational analysis to support operational performance 

Business Delivery - Plan and Manage the delivery of internal initiatives to  support contact center processes and technology

Continuous Improvement - Manage internal Continuous improvement processes/initiatives using Lean and Six Sigma principles  

Business Process Management - Manage the design, analysis and implementation of processes to lift operational capability; strong partnership with application teams to deliver technology solutions to the Service Desk. 

Key Capabilities for this Role:
1. Strong Process Management experience - Lean or Six Sigma Black Belt 
2. Contact Center knowledge across operations and  back office (WFM, Business Process) 
3. Understanding of NWIT Organization Structure, Project Delivery and life cycle (ESDm)
4. Ability to lead others through influence, with strong communication/presentation skills
5. Innovative thought leadership
6. Ability to analyze data to make data-driven decisions

Compensation Grade: G5

Job Description Summary

If you’re passionate about delivering technology 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 Innovation Consulting Leader, you will hire, coach, deploy and re-deploy Technology Analysis resources to meet business needs. You’ll also enable effective and efficient software delivery through technology readiness and mature practices. It’s important for you to ensure the right resources are aligned with the right work and are focused on building and implementing best practices across the Technology Innovation Analysis domains. Your work will align business area needs with technology solutions.

Job Description

Key Responsibilities:

• Hires and develops internal Technology Analysis talent, provides consistent coaching and feedback and assigns talent with project and planning initiatives.

• Manages quality of work delivered by the Technology Analysis professionals and deals effectively with performance issues in a timely manner.

• Acts as a source of direction for team and technology professionals.

• Provides leadership and governance to their team and line of business.

• Oversees the introduction of new technology innovation practices and tools, training and capability practices.

• Manages technology innovation and related analysis metrics.

• Designs, creates and executes value stream and business capability roadmaps related to technology strategy and innovation analysis practices supporting technology delivery and planning.

• Responsible for technology planning within a line of business, executing integrated planning definition and bridging strategy with business and technology execution.

• Establishes and tracks key performance indicators related to technology investments, ensuring that business outcomes and business value tied to an investment are achieved.

• Oversees a smooth transition from plan to build and influences build efforts to deliver desired business value.

• Serves as the primary point of contact with business partners related to technology planning.

• Manages supplier relationships with staff augmentation and strategic partners to ensure that talent management, onboarding and transition management are performed consistently.

• Responsible for relationships with Application Product Managers and senior business partners for resource staffing and performance management of staff.

• Assists in the integration of business and technology planning.

• Creates the initial business case, framing needed investment and associated business value.

• Identifies opportunities for adjacent and disruptive innovation to support business and technology strategies.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Technology Director, AVP or above; responsible for three to five direct reports and indirect reports.

Typical Skills and Experiences:

Education: Undergraduate studies in computer science, management information systems or a related field is preferred.

License/Certification/Designation: Technology certifications or designation are not required but encouraged.

Experience: More than eight years of experience in a technology or management consulting field (i.e., Accenture, Deloitte, etc.). Extensive career experience building, marketing and managing effectiveness of products, processes and services in a technology environment. Participation developing large programs a must. Formal training covering project management, business transformation planning, and business process management preferred. Three years leading strategic planning and roadmap development and two years of management experience is preferred.

Knowledge, Abilities and Skills: Excellent communication and facilitation skills. Ability to influence, build relationships, negotiate and set priorities needed. Strong executive presence. Insurance/financial services industry knowledge a plus.

Other criteria, including leadership or technical skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Exempt (Not Eligible)

Working Conditions: Normal office environment. Some travel may be required.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.