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**Director, Technology Success Management**: Strategic leader ensuring associates have reliable, high-performing tech experiences. Key responsibilities include building business relationships, driving tech adoption, and delivering measurable business outcomes. Required skills: 10+ years in tech success, business engagement, IT knowledge, data analysis, and ability to translate technical concepts. Preferred: financial services and wealth management experience, DEX platform familiarity.
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Full Job Description
Job Description:
Note: Fidelity will not provide immigration sponsorship for this position.
The Role
The Technology Success Manager (TSM) is a strategic partner to the business, ensuring associates have reliable, high-performing, and intuitive technology experiences.
This role blends technology expertise and customer success practices, participating in the full lifecycle of technology adoption, value realization, and continuous improvement. You will work closely with business leaders, especially in financial services and wealth management, to ensure technology capabilities result in measurable business outcomes.
What You Will Do
- Build trusted relationships with business and executive leaders
- Serve as a technology advisor, aligning solutions to business needs
- Own and execute a Technology Success Plan, including value tracking and outcomes
- Conduct regular business reviews to communicate performance, risks, and opportunities
- Use observability and analytics to proactively identify and resolve issues
- Drive associate productivity through improved digital experiences
- Lead adoption and enablement efforts for enterprise tools
- Identify trends and root causes, and influence long-term improvements
- Partner across engineering, product, and support teams to deliver results
- Act as an escalation point for critical technology issues
The Value You Deliver
- Improved associate productivity and digital experience
- Strong alignment between business needs and technology outcomes
- Reduced technology friction and increased reliability
- Greater adoption and ROI of enterprise tools
The Skills You Bring
- 10 years in technology success, customer success, or IT relationship management
- Strong business engagement, communication, and influencing skills
- Experience working with executive stakeholders
- Broad IT knowledge, including:
- End User Compute and digital workplace tools
- Observability, monitoring, and performance insights
- SaaS and enterprise applications
- Experience using data and KPIs to measure adoption and value
- Ability to translate technical concepts into business outcomes
- Knowledge of IT risk, resiliency, and continuity
Preferred Qualifications
- Experience in financial services, with emphasis on wealth management environments
- Familiarity with DEX platforms
- Experience delivering Executive Business Reviews (EBRs)
- Background in IT client success or service delivery leadership roles
Fidelitys Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.
Certifications:
Category:
Information TechnologyPlease be advised that Fidelitys business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
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Benefits that balance life and work
From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.
Company overview
Company overview
At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.
Reasonable accommodations
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.
Equal opportunity employer
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Applicant screening
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
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