Who we are looking for
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 Global Head of Service Availability Management will be responsible for defining and implementing the Service Availability Management Strategy globally. Managing a global footprint of over 100 FTEs plus contracting staff.  This role is for a senior leader based in North America, reporting into the Global Head of Production Management within Technology.

What you will be responsible for

Define and implement the strategy for the Service Availability Management (SAM) function, supporting a bi-modal IT environmentDefine and implement a mature sustainable policy, standards, and processes for Service Availability Management (SAM) to improve stability and reduce impact from disruptions in the organizationCollaborate across IT departments/Business Units, Internal and External Risk and Audit teamsRepresent the global SAM function to both technical and business resourcesOwn Service Availability Management metrics and KPIs sharing to executive management and risk committeesProactively identify and promptly remediate any deficiencies and issues within the Service Availability Management (SAM) processes working with discipline leads globallyManage the SAM functions across the globe ensuring the team is operating as effectively as possibleAct as a direct escalation point for Production Management in the region working closely with Application and Infrastructure Support headsCommunicate to a global audience, including executive management, providing details of major incidents and impacts to the business, including next steps and root cause analysisInterface with key stakeholders in a high-pressure environment, with the ability to engage individuals across a range of backgrounds and levels of seniorityDrive continuous process improvement across our SAM functions

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 Service Management processes and controls with experience in all disciplines, including but not limited to Incident, Problem and Change ManagementMust be experienced with coordinating and communicating across multidisciplinary / multicultural teams and hybrid support modelsExcellent stakeholder management, able to work well under pressure and deal with demanding stakeholders across the businessMust 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. preferredExperience 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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