Regional Head – IT Command Centre | Driving Major Incident Resolution, Operational Resilience & ITSM Governance , Vice President

The IT Command Centre Regional Head provides strategic and operational leadership to ensure production stability and service continuity across the region. This role manages major IT incidents, drives rapid resolution to minimize business impact, and oversees critical incident response processes. The Regional Head leads 24/7 technical bridge operations, enforces governance for high-impact events and weekend changes, and conducts proactive health checks to maintain operational readiness. In addition, the role is accountable for maintaining ITSM processes—including Incident and Request Management—supporting audit queries, and presenting standards, controls, and processes to internal and external auditors. The candidate will drive action plans for audit findings, work on strategic initiatives, refine operational execution, and build robust standards, policies, and procedures for ITSM functions. Weekend shift availability is mandatory as part of scheduled coverage.
 

Key Responsibilities

• Strategic Major Incident Oversight: Provide executive leadership during critical IT disruptions, ensuring rapid restoration of services and driving initiatives to reduce Mean Time to Restore Service (MTRS) across the enterprise.
• Global Incident Coordination: Direct 24/7 technical bridge operations for non-major incidents, fostering proactive resolution and implementing measures to prevent recurrence.
• ITSM Governance & Compliance: Own ITIL-aligned process governance, ensure audit readiness, and lead remediation plans for findings while maintaining robust controls and compliance frameworks.
• Operational Excellence & Transformation: Oversee enterprise health checks, identify systemic risks, and spearhead strategic initiatives to refine operational execution and elevate ITSM maturity.
• Event & Hypercare Leadership: Govern high-impact IT events end-to-end, ensuring seamless execution, stability, and stakeholder confidence during critical periods.
• Change Governance: Provide senior oversight for weekend deployments, enforcing risk mitigation strategies and operational safeguards during high-change windows.
• Workforce & Shift Management: Design and manage global shift rotations to guarantee 24/7 coverage, while delegating operational responsibilities effectively to maintain continuity.
• Leadership in People Development: Drive performance management, build and mentor high-performing teams, and ensure alignment with State Street IT standards, policies, and procedures.
• Executive Reporting & Analytics: Deliver actionable insights through advanced dashboards and presentations tailored for senior leadership; leverage Excel and visualization tools to demonstrate operational performance and strategic progress

Skills & Competencies

• ITSM Expertise: Deep knowledge of ITIL processes, Incident & Request Management, and audit compliance.
• Leadership & Governance: Ability to build standards, policies, and drive strategic initiatives.
• Technical Breadth: Strong understanding of infrastructure and application domains (Network, Security, Cloud, Mainframe, Middleware, etc.).
• Executive Communication: Skilled in presenting complex issues and compliance frameworks to senior stakeholders and auditors.
• Data & Reporting Skills: Proficiency in Excel and presentation tools; ability to create dashboards and executive-level reports.
• Global Collaboration: Ability to lead multicultural teams across regions under high-pressure conditions.
• Analytical & Strategic Thinking: Proven ability to solve complex problems and refine operational models.
• Composure Under Pressure: Demonstrated ability to lead calmly and decisively during high-stakes incidents

Education & Preferred Qualifications

• Bachelor’s degree in IT or related field (Master’s preferred).
• ITIL Certification (Intermediate or Expert level) required.
• 8+ years in ITSM leadership roles with major incident management experience.
• Expertise in ITSM tools (ServiceNow, Remedy) and audit frameworks.
• Experience in strategic planning, operational excellence, and team development.
• Strong skills in Excel, dashboard creation, and executive-level presentations.
• Availability for weekend and on-call coverage.

Why this role is important to us

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s digital transformation and expanding business capabilities using industry best practices and advanced