Delivery Lead - Technology

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

This job is responsible for supporting users in an elevated desktop support role. Key responsibilities include acting as a seasoned contributor on a local/national level to perform complex technical problem resolution of operating systems, applications, and hardware. Key responsibilities include effectively supporting organizational initiatives to find efficient solutions to large scale operating problems and communicating technical information to clients and partners with care and empathy.

Responsibilities:

• Supports execution of the day-to-day restoration of incidents and work orders for hardware and software and ensures adherence to agreed upon service levels

• Facilitates the resolution of reactive and proactive problems throughout the service lifecycle and follows incident and service management processes

• Interfaces between end users and third party hardware vendors to resolve hardware dispatch tickets

• Acts as a Subject Matter Expert (SME) in support of enterprise and Line of Business (LOB) products and functions, including corporate mobility and business continuity support

• Partners with peer technology support teams, including product managers, desktop engineering, application support, and problem management teams to improve processes and communications

• Drafts procedures and documentation for application support knowledge management

• Contributes to high level organizational operating systems, applications, and hardware initiatives, ensuring timely and successful completion

Required Qualifications:

Project Planning and Execution

• Ability to manage multiple projects at one time with varying levels of complexity.

• Ability to manage project risk through comprehensive mitigation assessment and planning techniques.

• Coordinate and facilitate routines to support delivery (ex: kick-offs, status reviews, stakeholder meetings, change controls and tollgates).

• Develop and execute against comprehensive project plans outlining the project scope, goals, deliverables, required resources, and timelines for technology integration in real estate renovations.

• Perform project scoping, documentation, and estimation. Upon completion of project candidate will be responsible for reporting on budget actuals and financial closeout.

• Initiate and maintain relationships with project stakeholders including team members, peers, customers and third parties.

• Oversight of implementation activities such as rack and stack of network equipment, voice/data programming, low voltage cabling, and evening/weekend move activities.

Technology Integration

• Coordinate across multiple teams, general contractors, and third parties to implement IT infrastructure needs including networking, cabling, audio/visual systems, and other technology-related aspects of renovation projects.

• Working knowledge of products, services, business flows, and technology principles.

• Coordinate directly with Lines of Business to gather the technology requirements and use the right questions and tools to uncover root causes to business challenges, identify opportunities, and make recommendations.

• Plan and manage all technology-related aspects of office relocations and/or buildouts ensuring minimal disruption to business operations.

Stakeholder Management

• Serve as the primary point of contact for technology-related questions and updates for all project activity.

• Communicate project status, risks, and issues to stakeholders providing regular updates and reports.

Desired Qualifications:

• Bachelors degree in information technology, Project Management, or related field.

• 5+ years of experience with technology project management, with a focus on technology integration in construction projects.

• Strong understanding of IT infrastructure, voice/data, audio/visual systems, and security systems.

• General understanding of facilities, commercial construction projects and construction cycle.

• Excellent project management skills.

Skills:

• Active Listening

• Issue Management

• Problem Solving

• Production Support

• Technical Troubleshooting

• Critical Thinking

• Customer and Client Focus

• Oral Communications

• Process Performance Management

• Adaptability

• Emotional Intelligence

• Leadership Development

• Risk Management

• Written Communications

Shift:

Hours Per Week: