Services Production Management – Business Control Centre, Global Lead – Director

Citi

Director in Services Production Management at Citi, coordinating technology event responses and stakeholder engagement for global operations. Leading crisis management and operational excellence initiatives in financial services.

Posted 4/15/2026full-timeLondon • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Define and drive the strategy for Services BCC, ensuring alignment with Citi goals.
Deliver outcomes that promote rapid recovery, reduce client impact duration, and foster continuous improvement based on stakeholder and client feedback.
Leverage enterprise tooling, drive adoption of Gen AI capabilities to support modern working practices with least human intervention.
Maintain strong relationships with senior product, operations, and technology stakeholders, garner support for strategy, set targets and share performance insights.
Actively lead and manage stakeholders during more significant disruptive events.
Ensure adherence to Citi Enterprise policies and protocols, incl. Major Incident Management and ITIL practices.
Build, maintain strong awareness of global regulatory obligations related to disruptive events, including reporting requirements and stakeholder communication.
Strengthen CBS (Critical Business Services) awareness, obligations, response, and reporting requirements, influencing outcomes to tackle improvement areas.
Ongoing improvement in Services command and control, escalation, and communication, including cyber event coordination.
Improve readiness and response to enterprise/catastrophic events through tabletop/chaos training exercises and automation.
Set and cascade objectives and performance measures for your global direct team and those relevant to the broader Services Production organization.

Requirements

What you’ll need

Relevant industry experience with proven leadership managing and influencing global teams, direct, matrix and stakeholders.
Strong track record in crisis management and leading responses to disruptive events.
Demonstrable success driving results and continuous improvement in production
Experienced with organizational transformation.
Exceptional stakeholder and relationship management capabilities.
Experience with financial planning and cost discipline
Exceptional staff engagement and talent development skills
Ability to navigate and lead within large, complex organizations.
Past experience in Production Support, Incident Management and/or Payments processing area desirable but not essential.

Benefits

Comp & perks

Generous holiday allowance starting at 27 days plus bank holidays; increasing with tenure
A discretional annual performance related bonus
Private medical insurance packages to suit your personal circumstances
Employee Assistance Program
Pension Plan
Paid Parental Leave
Special discounts for employees, family, and friends
Access to an array of learning and development resources

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

crisis managementincident managementorganizational transformationfinancial planningcost disciplinecontinuous improvementstakeholder communicationperformance measurementautomationtabletop training

Soft Skills

leadershiprelationship managementstaff engagementtalent developmentinfluencingcommunicationstrategic thinkingcollaborationadaptabilityproblem-solving