Workplace Service Systems Analysis Tech Lead

Freddie Mac

Position Overview

The Workplace Services Lead will provide ownership, end-to-end planning, and management of one or more capabilities in the workplace services portfolio. The WSL will –
-Engage with business partners to understand and capture business needs and user experience concerning IT workplace services;
-Engage as the Voice of the Business with IT Shared Services organizations regarding new services and improving existing services;
-Ensure that services are satisfying user needs, delivered within budgets, are exploited fully, complement other services in the portfolio, and are continuously improved and run more efficiently.


•Manage demand identification and planning with business partners; negotiate IT service delivery expectations with business partners
•Communicate service and capability roadmaps, definitions, and SLA performance to business
•Identify and drive opportunities to continuously improve workplace services for benefit of business and end user experience; provide information to business partners about service improvements
•Understand business driven service change requirements; reviews requests for new services for cost and prioritization
•Review initiatives and services to ensure they are meeting or exceeding performance goals and user expectations
•Provide change leadership to the business and user communities – manage change communications with business and users, service adoption campaigns, and change schedules related to new services and significant changes
•Collaborate with service architects to produce and maintain, based on business and users’ requirements and priorities, the end-to-end services strategy and capability roadmap for an IT workplace capability domain
•Collaborate with leveraged delivery teams to develop underlying technology roadmaps, service definitions, and designs
•Collaborate with service management and operations teams regarding IT Service Catalog and SLAs; service request and fulfillment processes; support for defined services; service performance and user satisfaction; service improvements; resolution of problems or issues escalated by business
•Liaise with service engineers to understand impact of sourcing strategies and new technologies on the service capability roadmap; participate in internal and external supplier negotiations focusing on supplier SLAs and roadmap alignment;
•Understand cost drivers for IT services; identifies opportunities for improving service costs to business; communicates service pricing information to business to ensure cost transparency


•Minimum of 7 years of experience in IT service delivery
•Bachelor’s degree in computer science, business administration, accounting, or closely related discipline;
•Demonstrate some experience in all and high-level of maturity in at least 6 of the following service ownership competencies:
-Account and Business Relationship Management – Able to understand and anticipate the needs and requirements of service consumers to ensure services contribute to business outcomes. Ability to communicate and build relationships with Stakeholders outside IT.
-Strategy Development – Able to create a systematic long term action plan that justifies how IT services will meet strategic objectives and outcomes
-Business Opportunity Development – Able to identify service opportunities in support of business needs and produce a plan that justifies how their assigned domain of services will meet strategic business objectives and outcomes
-Service Engineering and Architecture – Able to oversee and influence technology architecture and operations to support service objectives
-Service-Level Management – Able to forecast demand for IT services, develop and maintain service level agreements between business partners and service providers, and manage service levels to support business outcomes
-Financial Management – Able to budget, track, and allocate IT service costs to align spending with strategic objectives and improve cost transparency for business partners. Ability to develop multiyear financial plans and service cost models
-Reporting and Analysis – Able to measure and communicate key performance metrics for IT services and analyze data to discover opportunities for service improvement and adoption of standardized services. Strong business analysis skills including analytical and problem-solving
-Communications and Change Leadership – Able to communicate effectively across multiple constituencies to influence service outcomes and steer toward enterprise-change objectives
-Road mapping – Able to map capability and technology investments, refresh plans, and retirement timelines based on key business trends and service consumption patterns
-Vendor Management – Able to effectively influence and strengthen vendor relationships to align vendor products and services with enterprise strategy and IT service objectives

Preferred Skills

•Advanced degree in relevant field
•Familiarity or experience in working with ITIL methodologies

Closing Statement

Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.

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