The Head of US IT Service Management (ITSM) plays a crucial role in overseeing the delivery of IT services and ensuring alignment with the bank's business objectives. This role requires a deep understanding of ITIL (Information Technology Infrastructure Library) frameworks, as well as experience in implementing and optimizing ITSM processes within a banking environment. The incumbent will lead a team responsible for managing incidents, problems, changes, and service requests, while driving continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
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- 10 years of experience in IT service management, with at least 5 years in a senior leadership role, preferably within the banking or financial services industry.
- Deep knowledge of ITIL frameworks and best practices, with hands-on experience in implementing and optimizing ITSM processes, tools, and metrics.
- Experience with ITSM toolsets such as ServiceNow, including configuration, customization, and reporting capabilities.
Advanced degree or professional certifications in ITSM (e.g., ITIL Expert, ISO 20000) preferred.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.