Head of US IT Service Management

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

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What you'll be doing 

The Head of US IT Service Management (ITSM) plays a crucial role in overseeing the delivery of IT services and ensuring alignment with the bank's business objectives. This role requires a deep understanding of ITIL (Information Technology Infrastructure Library) frameworks, as well as experience in implementing and optimizing ITSM processes within a banking environment. The incumbent will lead a team responsible for managing incidents, problems, changes, and service requests, while driving continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.

The US Technology Operations team is responsible for the day-to-day operational management of the Technology Infrastructure environment, providing a cost effective and secure infrastructure, and evolving the environment to meet the needs of the US Region.

Technology Infrastructure is the entire collection of hardware, software, networks, data centers, facilities and related equipment used to develop, test, operate, monitor, manage and/or support information technology services.

How you'll succeed

ITSM Strategy and Governance: Develop and implement a comprehensive ITSM strategy aligned with the bank's goals and regulatory requirements.

Establish ITSM policies, procedures, and governance frameworks to ensure consistent and effective service delivery.

Team Leadership and Development: Lead and mentor a team of ITSM professionals, fostering a culture of accountability, collaboration, and continuous improvement. Provide guidance and support for career development and skills enhancement within the team.

Process Design and Optimization:

• Design, implement, and refine ITSM processes, including Incident Management, Problem Management, Change Management, and Request Fulfillment, to meet the bank's operational needs and service level agreements (SLAs).

• Identify opportunities for process automation and integration to streamline service delivery and improve efficiency.

ITSM Tooling and Technology:

• Evaluate, select, and implement ITSM tools and technologies that support the bank's service management objectives.

• Ensure proper configuration, integration, and maintenance of ITSM tools to maximize their effectiveness and usability.

Incident and Problem Management:

• Establish robust processes for identifying, recording, prioritizing, and resolving incidents and problems in a timely manner.

• Conduct root cause analysis and implement preventive measures to minimize the impact of recurring incidents and prevent service disruptions.

Change Management and Release Coordination:

• Implement a structured approach to managing changes to the bank's IT environment, including assessment, approval, and implementation phases.

• Coordinate release activities and ensure smooth transitions between development, testing, and production environments, minimizing risks and downtime.

Continuous Improvement:

• Lead continuous improvement initiatives within the ITSM function, leveraging metrics, feedback, and best practices to drive service excellence.

• Promote a culture of innovation and learning, encouraging team members to identify and implement opportunities for process optimization and enhancement.

Compliance and Risk Management:

• Ensure that ITSM processes and practices comply with relevant regulatory requirements, industry standards, and internal policies.

• Identify and mitigate risks associated with IT service delivery, proactively addressing potential issues before they impact the bank's operations or security.

Who you are

• You have a bachelor's degree in Information Technology, Computer Science, or a related field. Advanced degree or professional certifications in ITSM (e.g., ITIL Expert, ISO 20000) preferred.

• You have a minimum of 10 years of experience in IT service management, with at least 5 years in a senior leadership role, preferably within the banking or financial services industry.

• You have a deep knowledge of