Job Classification:

Lead Service Manager (9P)

Are you interested in building capabilities that enable the organization with innovation speed agility scalability and efficiency The Global Technology team takes great pride in our culture where digital transformation is built into our DNA! When you join our organization at Prudential youll unlock an exciting and impactful career all while growing your skills and advancing your profession at one of the worlds leading financial services institutions.

Your Team

Looking for a dynamic and hands-on Lead Service Delivery professional with a strong focus on automation to join our team. This role will be at the forefront of enhancing the service delivery experience optimizing operational efficiency and developing the automation framework to proactively and reactively resolve issues. You and your team will work closely with cross-functional teams to implement and manage automation solutions that streamline processes reduce manual intervention and improve service quality within the Document Cloud and Development solutions organization.

You will serve as a central point of coordination enabling teams to deliver high-impact solutions while maintaining a strong focus on service innovation and operational excellence.

Here is What You Can Expect on a Typical Day

As the Lead Service Delivery professional your day starts with a pulse check on service health reviewing dashboards SLA metrics and overnight incident reports to ensure systems are operating smoothly. Youll take ownership of the most pressing issues applying hands-on development to proactively eliminate root causes or reactively resolve incidents as needed. Youll engage in strategic discussions with both solution consumers and internal partner teams serving as the trusted point of contact for all service-related matters. Continuously evaluating service levels youll help steer the team toward proactive automation and operational excellence. Expect a fast-paced environment where you lead by example digging into root causes and driving technical troubleshooting with direct hands-on involvement

Here are some of the key activities youll lead each day:

• Assess automation opportunities: Analyze workflows service data and pain points to identify high-impact areas for automation. Differentiating between:

  • Proactive root cause changes

  • Reactive automation

• Design and develop a framework for automation across the solution

• Deliver hands-on automation to solve top issues for Level 1 support of the solution

• Optimize business processes: Collaborate with stakeholders to reengineer workflows reduce manual effort and improve efficiency

• Monitor performance and ROI: Track automation metrics reduction in issues raised and cost savings to measure success and refine strategies

• Engage with cross-functional teams: Partner with operations and business units to align automation initiatives with organizational goals

• Ensure governance and compliance: Establish standards documentation and controls to maintain secure and reliable automation practices

• Mentor and enable others: Train team members and business users on automation tools fostering a culture of innovation and self-service

• Stay ahead of the curve: Research emerging technologies trends and best practices to continuously evolve the automation strategy

• Drive transformation: Champion automation as a strategic lever for digital transformation operational excellence and customer satisfaction

The Skills & Expertise You Bring

• Programming & Development: Proficient in either Java Python Spring JavaScript

• Automation & Infrastructure as Code: Hands-on experience with Terraform CloudFormation and DevOps tools like Jenkins GitHub Bitbucket

• Knowledge of AWS Cloud Platforms

Containerization & Serverless

Understanding Event-Driven Architecture: ie Kafka/Kinesis

• Solid Understanding of Document Management Technology: Experienced in enterprise-grade systems that support the intake storage retrieval and production of documents across business functions

Observability & Monitoring: Strong grasp of metrics logs and tracing

Understand API & Microservices: REST JSON and microservices architecture

Understanding of authentication authorization encryption and secure traffic flows

Decision-Making & Critical Thinking: Skilled in analyzing complex issues and driving informed strategic decisions

• Analytical Thinking: Ability to uncover root causes and develop scalable data-driven solutions

• Effective Communication: Strong verbal and written communication skills across technical and non-technical audiences

• Vendor & Team Oversight: Experience leading technical teams and coordinating with external service providers/vendors

• Agile Delivery: Strong understanding and application of Agile methodologies in service and software delivery

• Process Optimization: Ability to identify inefficiencies and lead automation initiatives to improve service delivery

Youll Love Working Here Because You Can

Join a team and culture where your voice matters; where every day your work transforms our experiences to make lives better. As you put your skills to use well help you make an even bigger impact with learning experiences that can grow your technical AND leadership capabilities. Youll be surprised by what this rock-solid organization has in store for you.

#LI-IM1

What we offer you:

• Market competitive base salaries with a yearly bonus potential at every level.

• Medical dental vision life insurance disability insurance Paid Time Off (PTO) and leave of absences such as parental and military leave.

• 401(k) plan with company match (up to 4%).

• Company-funded pension plan.

• Wellness Programs including up to $1600 a year for reimbursement of items purchased to support personal wellbeing needs.

• Work/Life Resources to help support topics such as parenting housing senior care finances pets legal matters education emotional and mental health and career development.

• Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.

• Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period) after one year of service.

Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program whereby an award if any depends on various factors including without limitation individual and organizational performance. To find out more about our Total Rewards package visit Work Life Balance Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.