OneMain Financial Jobs

Description At Affinity Plus every employee understands how their work affects our members experience and we strive to provide an experience that can't be found anywhere else. Great service starts with great employees and that is why we focus on providing not only the best place our members will ever bank but the best place our employees will ever work. Between our one of a kind culture, incredible benefits, and work/life balance; we believe you will feel the Affinity Plus difference. Position Summary Director of IT Service Delivery is responsible for ensuring reliable, secure, and efficient technology operations across the organization. This leader oversees end-to-end service delivery encompassing Helpdesk (Level 1 Support), Support Operations (Level 2 Support), Security Operations, Change Management, and IT Audit readiness. The role focuses on operational excellence, service quality, and continuous improvement to deliver a seamless and secure technology experience for employees and members. Duties & Responsibilities Strategic Leadership * Translate organizational vision into departmental strategies and priorities, ensuring teams are working toward long-term goals while adapting to changing circumstances * Develop and execute departmental strategies that align with organizational objectives and long-term vision. * Anticipate industry trends, market shifts, and organizational needs to adapt strategies proactively. * Represent the department as a subject matter expert, influencing organizational-level strategy, goals, and priorities. * Provide input on organizational policies, procedures, and risk management strategies. Leadership and People Development * Lead, mentor, and develop managers and senior leaders, ensuring a strong leadership pipeline and succession planning. * Manage and develop multi-support teams creating an environment that fosters innovation, member-centric service, accountability, continuous improvement, and professional growth. * Model organizational values and promote a culture of accountability, transparency, and collaboration. * Drive organizational change initiatives, ensuring effective communication, engagement, and adoption across teams. Operational Excellence & Service Delivery * Oversee and own end-to-end IT service delivery, support and operational performance across IT teams (e.g., help desk, incident response, change management, and security operations), ensuring efficiency and high-quality outcomes. * Drive incident, problem, and request management following ITIL principles. * Identify opportunities for cost optimization, process automation and operational efficiency; allocate and manage departmental resources to maximize effectiveness and impact. * Ensure adherence to regulatory requirements, risk controls, SLA/OLA adherence, and internal policies * Ensure system reliability, availability, and risk management while maintaining governance and compliance with regulatory standards. * Establish and monitor KPIs to drive IT service delivery performance, implement metrics-driven processes for ticket resolution and root cause analysis, and promote proactive issue prevention through "shift-left" strategies and self-service enablement. * Lead continuous improvement initiatives, leveraging automation, AI, and self-service capabilities to enhance employee and member experience. Cross-Functional Collaboration * Partner with other senior, IT, and departmental leaders to align strategy with organizational goals. * Facilitate collaboration with internal IT, business leaders and vendors to ensure effective uptime and production environment stability and ongoing improvements. * Represent the department in executive forums, presenting critical updates, challenges, and opportunities. * Act as a trusted advisor to senior leadership on technology investments and key communicator or large outages and other production related issues. Financial & Business Management * Develop and manage departmental budgets, ensuring r sponsible stewardship of organizational resources. * Analyze financial data, market research, and operational metrics to inform decisions and drive performance. * Support investment decisions by providing business cases, data analysis, and risk assessments. * Manage vendor contracts, service-level agreements (SLAs), and sourcing strategies to maximize value. Service Level Agreement (SLA) & Vendor Oversight * Define, negotiate, and manage SLAs with internal stakeholders and external partners, ensuring alignment with business goals. * Monitor SLA performance, benchmark results, and implement improvements based on trends and analysis. * Maintain strong supplier and outsource relationships, ensuring accountability and continuous improvement. * Communicate SLA strategies and performance metrics effectively to stakeholders and leadership Other duties as assigned. Minimum Qualifications and Skills Knowledge and Experience * 7+ years of progressive IT Service Management leadership experience, including 5+ years managing managers. * Strong business and financial acumen with the ability to apply insights to drive strategic and operational outcomes. * Experience in financial services or highly regulated industries, with a deep understanding of operational, regulatory, and competitive dynamics. * Prior organizational-level leadership or strategy development experience. * Prior experience implementing automation, AI, and self-service capabilities to enhance operational efficiency. * Deep knowledge of the ITIL framework and a proven track record of improving service delivery. * Experience with incident reduction, SLA management, production stabilization and change governance. * Strong background in security operations, audits, and compliance frameworks. People Leadership * Proven track record of building, developing, and leading high-performing teams; skilled at coaching team and/or leaders to strengthen capability, accountability and engagement. * Demonstrated ability to shape culture and promote organizational values at scale. * Ability to navigate complex leadership scenarios, resolve complex performance issues, and elevate team and/or leadership effectiveness. Decision Making * Ability to think strategically while maintaining awareness of operational detail and downstream impacts. * Demonstrated ability in using sophisticated judgment in evaluating complex organizational challenges, weighing multiple stakeholder interests, and making high-impact decisions that balance competing priorities. * Skilled in assessing risk, evaluating tradeoffs, and choosing solutions that support longterm organizational health and strategic direction. * Proven ability to make decisions in ambiguous, highpressure, or rapidly changing environments. Collaboration and Relationship Building * Skilled at influencing and collaborating across functions and levels of the organization. * Demonstrated ability to build trustbased relationships with senior leaders, leadership, and external partners. * Proven ability to oversee large scale operations, complex projects, and cross functional initiatives with organization wide impact. * Ability to break down silos, foster shared ownership, and ensure alignment across teams or divisions. Accountability * Demonstrated ability to set strategic direction, define organizational goals, and ensure execution across multiple cross-functional teams. * Holds self and leaders accountable for high performance, operational excellence, regulatory compliance, and financial stewardship. * Takes ownership for organizational outcomes, including culture, strategy... For full info follow application link. Affinity Plus is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status or status as an individual with disability.