Head Of Technology Service Management Office

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:

The Global Technology Service Management function is a new team charted with designing, implementing and managing next generation Service Management policies, processes and solutions. Our mission is to ensure the appropriate controls and capabilities are in place to enable the delivery of stable, resilient, and available Technology Services to our customers and employees.

The Head of IT Service Management Office (SMO) plays a pivotal role in ensuring the seamless and consistent operations of the IT Service Management organization. This leadership position oversees the management of policies and processes in collaboration with process owners, works closely with process and product owners to maintain a roadmap, and drives continuous improvement and risk mitigation initiatives while aligning with business objectives.

Job Duties

• Define and implement the target state operating model for the Service Management Office
• Work collaboratively with process owners to develop and manage IT Service Management policies and processes in alignment with industry best practices, such as ITIL, and corporate policies.
• Collaborate with process and product owners to maintain a roadmap for IT Service Management initiatives, ensuring alignment with business objectives and priorities.
• Focus on risk and issue management within Service Management processes, identifying, assessing, monitoring and driving remediation potential risks in collaboration with risk partners
• Establish and enforce a governance framework to ensure compliance with regulatory requirements and internal standards consistently across Service Management owned policies
• Utilize analytics to monitor key performance indicators (KPIs) and drive data-driven decision-making for IT service improvement initiatives.
• Drive continuous improvement efforts within the IT Service Management function, leveraging feedback mechanisms and performance metrics.
• Foster consistency in stakeholder engagement by establishing consistent demand intake and communication channels, managing expectations, and promoting transparency.

Required Skills

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience
• Minimum of 5 years of experience in IT Service Management, with at least 3 years in a leadership or managerial role
• Expertise in IT Service Management frameworks and methodologies, particularly ITIL
• Strong background in governance risk and controls including familiarity with FFIEC and COBIT frameworks
• Proven track record of collaborating with process owners and product owners to develop and optimize IT Service Management processes and procedures
• Strong analytical skills with the ability to interpret data and drive insights for decision-making
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders

Desired Skills

• Experience in large banking or other highly regulated industries
• Experience working with ServiceNow or similar IT Service Management platforms
• ITIL V3 Expert or V4 Managing Professional

Shift:

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