Oversee IT Service Management processes to ensure adherence to SLAs, KPIs, and operational standards
Monitor service performance, identify gaps, and lead corrective and preventive actions
Ensure compliance with organization-wide ITIL/ITSM policies, frameworks, and best practices
Drive a culture of accountability and service excellence across delivery teams
Serve as the primary onshore point of contact for business users, product owners, and leadership teams
Communicate proactively on service health, incidents, risks, and improvement initiatives
Build and maintain strong stakeholder relationships, aligning expectations across business and technology functions
Lead end to end coordination of major incidents, ensuring rapid triage and SME engagement
Govern root cause analysis (RCA), post incident reviews, and implementation of follow-up actions
Ensure timely and transparent communication during and after incidents to minimize business impact
Oversee daily operations for platform and application support teams across L1/L2/L3 tiers
Ensure timely ticket resolution, adherence to operational processes, and proactive service reliability
Partner with engineering, product, and architecture teams on platform stability, maintenance planning, and technical enhancements
Support modern, cloud-enabled operational environments
Produce and govern operational dashboards, service-level reporting, incident metrics, and trend analyses
Identify automation, optimization, and efficiency opportunities across support processes
Drive continuous improvement programs aligned with business priorities and service KPIs

Requirements

8–12 years of experience in IT operations, service management, or delivery oversight roles
Experience within the banking or financial services industry, with strong exposure to cards & payments
Cloud environment experience — AWS (primary), GCP or Azure (secondary)
Strong experience in IT Service Management, with deep understanding of ITIL processes
Proven track record leading end-to-end service delivery in complex technology environments
Hands-on experience managing major incidents, conducting RCA, and driving resolution strategies
Experience coordinating onshore and offshore delivery teams
Strong analytical, communication, and stakeholder engagement skills
Experience overseeing platform and application support teams within high-availability, mission critical environments

Benefits

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT Service ManagementITILRCAincident managementservice deliverycloud environmentsAWSGCPAzureservice-level reporting

Soft Skills

analytical skillscommunication skillsstakeholder engagementleadershipaccountabilityservice excellenceproactive communicationrelationship buildingcoordinationcontinuous improvement