Quincy, Massachusetts, USA
3 days ago
Global Head of Service Availability Management , Managing Director

This role is a part of the Service Availability Management (SAM) team within the Production Management organization at State Street.  The SAM organization brings together the IT Service Management (ITSM) organizational disciplines (Incident, Problem, Change, Knowledge, Request, Recovery & Availability) along with ​​​​​​​running strategic initiatives to improve the platform, user experience and create efficiencies through Continual Service Improvement.​​​​​​​

The Head of Enterprise IT Incident Management will be responsible for defining and implementing the Enterprise level IT Incident Management Strategy globally.  As a senior leader in North America, reporting into the Global Head of SAM, this role is also responsible for driving the SAM strategy across the North American region.

What you will be responsible for

As Head of Enterprise IT incident Management, you will:

Define and implement the strategy for the Enterprise IT Incident Management function, supporting a bi-modal IT environmentDefine and implement a mature sustainable policy, standards, and processes for Enterprise IT Incident Management to improve stability and reduce impact from disruptions in the organizationCollaborate across IT departments/Business Units, Internal and External Risk and Audit teamsOwn metrics definition and reporting for Enterprise IT Incident Management to executive management and risk committeesPro-actively identify and promptly remediate any deficiencies and issues within the Enterprise IT Incident Management ProcessManage the SAM functions across North America ensuring the team is operating as effectively as possibleAct as a direct escalation point for SAM in the regionCommunicate to a global audience, including executive management, providing details of the incident and impacts to the business, including next steps and root cause analysisInterface with senior stakeholders in North America, conduct stability reviews, and provide updates on Major Incidents that are impactful to the region.Manage a global Major Incident Management focused on restoring service to our most critical systems

What we value

These skills will help you succeed in this role:

Strong knowledge of Regulatory requirements, Industry frameworks and best practices such as ITIL V4, COBIT, FFIEC, NIST, etcProven expertise in IT Incident Management processes and controls with experience in IT Service Management, including but not limited to Change Management, Incident and Problem ManagementMust be experienced with coordinating and communicating across multidisciplinary / multicultural teams and hybrid support modelsMust demonstrate excellent communication skills (written, verbal and presentation)Must be experienced in leading a geographically distributed and diverse teamAbility to work in a high pressured and time sensitive environmentFamiliarity with tools like ServiceNow, xMatters, Everbridge, etc. preferredPrior experience in handling risk and regulatory remediations will be a plus

Education & Preferred Qualifications

A minimum of bachelor's degree, preferably in Computer Science, Information Systems or any branch of Science, Engineering or TechnologyA minimum 15 years of IT experience with hands-on experience in managing ITSM processes

Additional requirements

ITIL Certification in Incident ManagementFamiliarity with tools like ServiceNow, xMatters, Everbridge, etc. preferredPrior experience in handling risk and regulatory remediations will be a plus

Why this role is important to us

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.

We offer a collaborative environment where technology skills and innovation are valued in a global organization. We’re looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company. Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Discover more at StateStreet.com/career

Salary Range:

$170,000 - $282,500 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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