Senior IT Service Management (ITSM) Operational Excellence Manager

SUMMARY: The Senior IT Service Management (ITSM) Operational Excellence Manager will play a pivotal role in modernizing and driving operational excellence within the ITSM framework for a midsize bank that is an early adopter of cloud and AI technologies. This position is responsible for evolving ITSM practices by leveraging AI, hyperautomation, and data analytics to optimize service delivery processes. The role will focus on harnessing key ITSM processes, such as Incident Management, Service Catalogs, Requests, Change Management, Problem Management, Knowledge Management, IT Financial Management, IT Asset Management, FinOps, CMDB and IT Contract Review to improve efficiency and decision-making using the ServiceNow platform. The ideal candidate will have a strong background in ITSM, experience with AI-driven automation, and a deep understanding of data analytics, with a passion for continuous improvement. This position offers an exciting opportunity to transform IT service management operations, ensuring alignment with business objectives and industry best practices while implementing state-of-the-art automation solutions, thriving for excellence on user experience. Why Join Us?

Innovative Environment: Work with cutting-edge AI, hyperautomation, and cloud technologies to transform ITSM operations.

Impactful Role: Play a key role in driving strategic ITSM initiatives that directly impact business efficiency and customer satisfaction.

Professional Growth: Opportunity to lead, mentor, and shape ITSM excellence in a growing and technology-driven financial institution.

Collaborative Culture: Engage with cross-functional teams in a dynamic, supportive, and forward-thinking work environment. Join us in shaping the future of IT Service Management through innovation, technology, and operational excellence!

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

• Develop and execute ITSM strategies that integrate AI, hyperautomation, and data analytics to modernize and optimize IT service delivery.
• Leverage data from ITSM processes (Incident, Request, Knowledge, Problem, Change, CMDB, ITAM, ITFM, FinOps) to drive automation, predictive analytics, and process enhancements using the ServiceNow platform.
• Lead cross-functional teams, collaborating with IT, customer service, business units, and external vendors to ensure ITSM practices align with organizational goals.
• Drive ITSM process improvements by utilizing machine learning, AI-driven automation, and hyperautomation frameworks to streamline workflows and reduce manual effort.
• Drive improvements on ITSM and non-ITSM Service Catalogs and ServiceNOW Portal, promoting consistency and optimal workflow
• Monitor, analyze, and report on key performance indicators (KPIs) to assess ITSM effectiveness and leverage insights for continuous improvement initiatives.
• Review and enforce ITSM policies, procedures, and documentation, ensuring compliance with industry standards and regulatory requirements.
• Manage and lead major incident response efforts, ensuring rapid resolution, root cause analysis, and implementation of corrective and preventive actions to minimize business disruption.
• Conduct regular ITSM process audits and maturity assessments, identifying areas for improvement and leading initiatives to optimize workflows.
• Champion ITSM best practices and standards, ensuring seamless integration with cloud and AI technologies.
• Lead training and mentoring programs for ITSM teams, fostering a culture of excellence, accountability, and continuous learning.
• Help promoting ITSM achievements and prepare ITSM QBRs
• Stay ahead of industry trends and advancements in ITSM, AI, and cloud computing to drive innovation and maintain a competitive edge.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

EDUCATION

Bachelor's Degree in Information Technology, Computer Science, or a related field required Master's Degree preferred

EXPERIENCE

• Minimum of 7 years of experience in IT Service Management, with a strong emphasis on operational excellence and process automation
• Proven track record of leading ITSM transformation initiatives, including AI-driven automation and data analytics implementation
• Experience with AI, Generative AI (GenAI), and/or Agentic AI in ITSM process automation and optimization
• Extensive experience with ITSM tools and platforms, particularly ServiceNow preferred
• Experience with AI, hyperautomation, and cloud technologies, including their practical application within ITSM operations preferred

CERTIFICATES, LICENSES, REGISTRATIONS

• ITIL certification (Intermediate or Expert level) is highly desirable

KNOWLEDGE, SKILLS AND ABILITIES

• In-depth knowledge of ITSM frameworks such as ITIL, COBIT, and ISO 20000.
• Strong analytical and problem-solving skills, with the ability to interpret complex ITSM data and drive actionable insights.
• Exceptional leadership and team management abilities, with experience in mentoring and developing ITSM professionals.
• Outstanding communication and stakeholder management skills, capable of influencing senior leadership and cross-functional teams.
• Proficiency in ServiceNow and its capabilities for automating ITSM workflows.
• Knowledge of project management methodologies, such as Agile, Scrum. PMP certification is a plus.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple initiatives in a fast-paced environment.
• Familiarity with DevOps and Site Reliability Engineering (SRE) principles to bridge gaps between development, IT operations, and ITSM practices.