The Senior Manager, IT Service Management, is responsible for overseeing and continuously improving IT service delivery across the organization, ensuring services meet business, regulatory, and customer requirements. This role provides strategic leadership for ITSM processes, aligns IT services with business objectives, and ensures high availability, reliability, and security of systems in a regulated financial environment.
Key Responsibilities
IT Service Management Leadership (25%)
- Lead and govern ITSM processes aligned to ITIL (Incident, Problem, Change, Release, Request, CMDB, Knowledge).
- Own the end-to-end service lifecycle for critical business and customer-facing systems.
- Define and enforce service standards, SLAs, OLAs, and KPIs across IT.
- Ensure service consistency, reliability, and customer-centric outcomes.
Operational Excellence & Major Incident Management (20%)
- Oversee day-to-day IT service operations to ensure system availability and performance.
- Lead Major Incident Management (MIM), including executive updates and post-incident reviews.
- Drive root cause analysis and corrective/preventive action plans.
- Partner with infrastructure, applications, and security teams to resolve operational issues.
Governance, Risk & Regulatory Compliance (15%)
- Ensure ITSM processes comply with financial regulatory requirements (e.g., SOX, PCI-DSS, GDPR, local banking regulations).
- Support internal and external audits by providing evidence, reporting, and documentation.
- Embed risk management and controls into IT service management practices.
- Track, prioritize, and remediate audit findings related to service delivery.
Strategy, Transformation & Continuous Improvement (15%)
- Define and execute the ITSM strategy aligned with business, digital, and cloud transformation initiatives.
- Identify and implement automation, self-service, and AI-driven service improvements.
- Leverage service performance trends to drive continual service improvement (CSI).
- Improve operational efficiency and customer experience through process optimization.
Stakeholder & Business Relationship Management (10%)
- Act as a senior point of contact for business leaders on IT service performance and stability.
- Translate business needs into measurable service outcomes.
- Lead service review discussions and manage expectations during service disruptions.
- Communicate risks, dependencies, and improvement plans clearly to stakeholders.
Service Reporting, Metrics & Executive Dashboarding (10%)
- Define a structured reporting cadence across daily, weekly, monthly, and executive-level dashboards.
- Establish and maintain actionable service metrics (availability, incident trends, change success, MTTR, customer experience).
- Provide concise, insight-driven reporting tailored to operational teams, management, and executives.
- Highlight risks, trends, and improvement opportunities using data-driven analysis.
- Ensure reporting accuracy, automation, and consistency across ITSM tools and data sources.
People Leadership & Capability Development
- Lead, coach, and develop ITSM managers and analysts.
- Set clear performance objectives and support professional development.
- Foster a culture of accountability, resilience, and continuous improvement.
Qualifications & Experience
Required
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
- 8–12+ years of IT experience, with significant experience in IT Service Management.
- 5+ years in a leadership or senior management role.
- Strong knowledge of ITIL (ITIL v4 preferred); ITIL certification required.
- Experience working in a financial institution or other highly regulated environment.
- Proven experience managing large-scale incidents and complex IT operations.
- Certifications such as ITIL Managing Professional, PMP, COBIT, or ISO/IEC 20000.
- Experience with ITSM tools (e.g., ServiceNow, BMC, Remedy).
- Knowledge of cloud, cybersecurity, and digital banking platforms.
Key Skills & Competencies
- Strategic thinking and execution
- Strong stakeholder communication and executive presence
- Risk and compliance awareness
- Data-driven decision making
- Change leadership in complex environments
