Technology Change Enablement Process Owner, Infrastructure Group Manager - SVP

Citi’s IT Service Management (ITSM) organization supports hundreds of thousands of IT incidents, problems, changes and requests each year, enabling Citi to deliver on its business-driven priorities.   The IT Service Management Technology Change Enablement Process Owner is a key member of the IT Service Management Office and supports the end-to-end management of the Technology Change Enablement process.  

As the IT Service Management Technology Change Enablement Process Owner, you will create, develop, and be accountable for both short, medium, and long-term continuous improvement strategy for the Technology Change Enablement process at Citi.  Working with peer ITSM process owners, operational execution/delivery owners, along with customers and stakeholders, you will help set process strategy, develop and operate a continual service improvement roadmap across process, technology, and people while supporting ongoing audit, risk, and compliance needs

Responsibilities:

In this role you will be responsible for the end-to-end Technology Change Enablement process where you will act as a subject matter expert for the process across process definition and standard, procedures, supporting ServiceNow workflows, reporting, controls, governance, and audit/regulatory support.

Key responsibilities include:

• Define and refresh the enterprise Technology Change Enablement strategy aligned to industry-frameworks, regulatory requirements, business goals, risk tolerance, and customer experience goals.

• Balance velocity with stability – driving a culture that values both rapid and streamlined delivery of changes and disciplined risk management.

• Integrate process, service, platform, and data viewpoints to enable holistic, data-driven decisions on Technology Change Enablement.

• Maintain authoritative standards, procedures, and control objectives; ensure readiness for internal and external audits, regulatory exams, and/or compliance exams.

• Create and monitor key performance metrics to monitor all aspects of the Technology Change Enablement process, including overarching process efficiency and effectiveness and measures for change processing and execution.

• Embed preventative and detective controls into technology and process.

• Standardize process and workflows to improvement efficiency and reduce operational risk.

• Own the backlog of Technology Change Enablement process enhancements, prioritizing by value, risk reduction, and strategic fit.

• Partner with stakeholders to shepherd improvements from ideation through realization.

• Work with upstream and downstream peer processes to streamline end-to-end processing, manage and maintain tollgates between processes, and identify and mitigate unaccounted risks.

• Serve as the “voice of the process” to executives, platform teams, and frontline support

• Mentor process analysts and support the needs of change enablement delivery teams.

• Stay active in ITSM communities, conferences, and analyst briefings; inject external best practices into the roadmap

The successful candidate will need to be a hands-on self-starter, capable of working with others around the world.  This includes: 

• Pro-active, can-do approach

• Customer focus

• Accuracy and attention to detail

• Personal commitment/Flexibility

• Excellent interpersonal and communication skills

• Demonstrable ability to multi-task and prioritize effectively

• Dynamic, enthusiastic, confident, reliable team member

• Strong performance record with history of increased responsibility

Qualifications:

• 8+ years of working leading / managing Technology Change Management operations at a large enterprise organization

• Prior experience in owning an Enterprise IT process in Financial Services Technology or other highly regulated and highly-controlled industry

• Solid understanding of service management as it pertains to IT services

• Strong knowledge of a wide variety of enterprise technologies

• Ability to engage, foster-collaboration amongst cross-functional teams globally

• Strong matrix management skills, ability to manage upward in the organization

• Proven ability to interact peers and senior management in a constructive and business-focused way

• Ability to build positive relationships and communicate effectively across multiple stakeholders, senior leadership team, and department heads, etc.

• Poise and ability to act calmly and competently in high-pressure, high-stress situations

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