Technology Controls

**JOB DESCRIPTION**
You will:

- Manage a team of ITSM Support Analysts in the governance of IT Service Management practices, including Incident, Problem, Change Request, and Event, ensuring that the policy, process, and procedures are followed to maintain the integrity and accuracy of the information being shared.
- Work closely with CIB colleagues and other Lines of Business to ensure that CIB processes and procedures are aligned with ITIL best practices and firmwide processes.
- Provide proactive governance and create management reporting tailored for a wide range of stakeholders.
- Tracks KPIs and measures to monitor and improve Change process efficiency.
- Drive process and tool-related issues and partner with the Firm-wide ServiceNow team in fixing the issues and participate in ServiceNow testing.
- Proactively identify risks, address issues, and support mitigation strategies to ensure they do not impede progress.
- Support the initiatives and projects including other ITSM process such as Incident, Problem, Event, Request as part of the Core Production Services offerings.

**Key Responsibilities**:
We are looking for an IT Service Management Lead with experience working in a fast paced, high-pressured environment, ideally within financial services or large-scale technology firms.
- **Process Execution and Enhancement**:

- An SME responsible for the efficient execution, optimization, and continuous improvement of the Change Management Process and tools
- A single point of contact for regional issues and challenges related to the execution of the Change Management Process.
- **Data-Driven Insights**:

- Monitor and evaluate CIB change performance trend and make data-driven decisions to improve change quality (reduce failed changes, unauthorized changes, etc) in partnership with stakeholders
- Review and recommend change targets and KPI to align metrics with current performance
- **Audit and Compliance**: Support and manage regional and global audit request for information (RFIs) related to Change Management and provide timely and accurate responses.
- **Continuous Process & Tool Improvement**:

- Champion continuous service improvement and foster ongoing process maturity by conducting regular reviews of processes and tools in alignment with evolving business requirements.
- Drive discussions with business groups, Change product and process owners, and x-LOB Change Leads to ensure that CIB ServiceNow requirements are prioritized and delivered on target.
- **Executive Reporting**: Generate executive reports and analysis related to change performance and provide recommendations.
- **Stakeholder Collaboration**: Engage with IT and business stakeholders to collect feedback on Change processes and adapt to evolving service needs.
- **Documentation and Training**: Develop, maintain, and ensure Change process documentation and standard operating procedures are up-to-date in line with process and tool improvements. Communicate and conduct training sessions on Change best practices, procedures, and tools.
- **ITSM Support and Experience**: Oversee and continuously improve IT support and change processes
- **_Other skillsets_**:

- Drive data-centric service management by implementing metrics and reporting systems to provide senior management and stakeholders with valuable insights into IT performance.
- Operate effectively in highly matrixed and geographically distributed organizations
- Proactive mindset to look out for improvement opportunities to reduce toil and maximize efficiency
- Excellent communication and presentation skills (verbal and written)
- Confident in creating strong partnerships and building influence with key stakeholders within and external to CIB
- Functional expertise in IT Service Management disciplines and/or the Service Now product
- Experience in automation tools or knowledge about how to minimize toil reduction for a process.
- Experience or knowledge of Cloud technologies.

**Qualifications and Experience**
- ITIL 4 Foundation
- 5 or more years of technical experience/background in IT Service Management processes (Incident, Change, Problem, Request and Event) and practices
- ServiceNow and data modeling experience is a plus.
- Experience in handling and fronting audit and regulatory requirements
- Experience identifying, driving, and managing project scope.
- Proven ability to meet deadlines and work in a fast-paced team environment.
- Ability to learn new technologies or technology concepts quickly.
- A client-focused and team-oriented mindset
- Exceptional verbal and written communication skills, including executive management presentations.
- Proficient in analyzing large datasets using advanced tools (e.g. Excel and Alteryx), extracting actionable insights, and visualizing data.
- Ability to effectively advise, partner and collaborate with executive team members and peers in order to execute on engagement plans.
- Strong in analytical thinking, data analysis and being detailed, p