Head of Technology Service Management OfficeAtlanta, Georgia;Chandler, Arizona; Charlotte, North Carolina; Richmond, VirginiaJob 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:1st shift (United States of America)Hours Per Week:40Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf) .Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .
Full-time