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Senior Business Process Manager, ITSM Change Governance - U.S. Bank (Hybrid)
Lead U.S. Bank’s enterprise ITSM change governance, CAB operations, and ServiceNow modernization. Improve technology reliability, compliance, and service delivery across business and engineering teams.
Сипаттама
- Own the strategy, governance, optimization, and delivery of critical ITSM processes, with a primary focus on Change Management, enterprise change governance, and CAB operations.
- Serve as the principal owner of Enterprise Change Management policies, standards, governance practices, and continual improvement.
- Lead Enterprise Change Advisory Board governance, including risk evaluation, stakeholder coordination, and decision-making.
- Create strategic roadmaps covering change governance, operational resilience, regulatory compliance, and service reliability.
- Define and maintain change policies, approval structures, risk assessment methods, change models, and governance controls.
- Oversee governance for complex, high-risk, and enterprise-wide technology changes.
- Work with Engineering, Product, Infrastructure, Security, and Operations teams to strengthen change planning, risk mitigation, deployment readiness, and implementation outcomes.
- Collaborate with ServiceNow product owners, administrators, developers, and engineering teams to improve Change, CAB, Incident, and Problem Management capabilities.
- Promote ServiceNow best practices and platform modernization.
- Assess and implement automation, AI-enabled workflows, risk-based approvals, and other process improvements.
- Support ServiceNow capabilities such as CAB Workbench, automated risk scoring, policy-based approvals, change analytics, and workflow automation.
- Maintain compliance with audit, regulatory, security, operational risk, and resiliency requirements.
- Track compliance with policies, governance controls, and process standards while directing corrective actions and continuous improvement.
- Build executive reporting and governance oversight mechanisms.
- Review change performance trends, change-related incidents, failed changes, and governance results.
- Conduct post-implementation reviews and capture lessons learned for significant or high-risk changes.
- Work with Incident and Problem Management teams to identify root causes and reduce recurring service disruptions.
- Lead efforts to improve service quality, reduce unplanned outages, and advance ITSM process maturity.
- Serve as a trusted advisor and subject matter expert in Change Management, CAB governance, and ITSM best practices.
- Influence business and technology stakeholders to align with and adopt enterprise change standards.
- Present governance recommendations, performance findings, risk assessments, and strategic initiatives to senior and executive leadership.
- Establish, monitor, and report KPIs, service metrics, and process maturity measures.
- Create dashboards and executive reports centered on change and CAB performance.
- Use analytics to identify trends, evaluate process effectiveness, and prioritize improvement opportunities.
- Develop training resources, process documentation, governance standards, and communications strategies.
- Lead workshops, CAB training, and knowledge-sharing sessions.
- Prepare the organization for process improvements, governance enhancements, and new ServiceNow capabilities.
- Support adoption through stakeholder engagement and targeted enablement activities.
Талаптар
- Bachelor’s degree or equivalent professional experience.
- ITIL Service Management Foundation certification.
- At least 10 years of experience assessing and documenting the business opportunities, benefits, risks, and success factors of potential applications, including related activities, tasks, practices, and deliverables.
- At least 3 years of experience in an Information Technology environment.
- At least 3 years of experience using methods and tools to plan, organize, monitor, and control IT projects.
- At least 7 years of IT Service Management experience, with substantial focus on Change Management, change governance, CAB operations, Incident Management, and Problem Management.
- Experience leading or supporting CAB processes and enterprise change governance programs in a large-scale organization.
- Experience creating and implementing Change Management policies, governance frameworks, approval models, and risk controls.
- Hands-on experience with ServiceNow Change Management, CAB Workbench, risk assessment frameworks, workflow automation, and reporting.
- Experience designing, implementing, and optimizing ITSM processes in large enterprise environments.
- Strong knowledge of ITIL v4 Change Enablement, Incident Management, Problem Management, and Continual Improvement practices.
- Experience supporting complex, high-risk, and enterprise-wide technology changes.
- Experience working with Agile, DevOps, SRE, Release Management, and Product Operating Models.
- Experience integrating ITSM processes with CI/CD pipelines, release management, and engineering governance.
- Knowledge of ServiceNow automation, workflow orchestration, AI-enabled capabilities, and governance controls.
- Experience supporting regulatory, audit, operational risk, resiliency, and compliance requirements in highly regulated environments.
- Advanced ServiceNow certifications, such as Certified Implementation Specialist (CIS-ITSM) or comparable credentials.
- Experience supporting global organizations and enterprise process standardization initiatives.
- ITIL Managing Professional (MP) or Strategic Leader (SL) certification preferred.
- This role is not eligible for visa sponsorship.
- Ability to follow U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct and applicable workplace conduct and safety policies.
Артықшылықтар
- Medical, dental, and vision healthcare coverage.
- Basic and optional term life insurance.
- Short-term and long-term disability coverage.
- Pregnancy disability and parental leave.
- 401(k) and employer-funded retirement plan.
- Paid vacation ranging from two to five weeks based on salary grade and tenure.
- Up to 11 paid holiday opportunities.
- Adoption assistance.
- Sick and Safe Leave accrual of one hour per 30 hours worked, up to 80 hours per calendar year unless otherwise required by law.
- Incentive and recognition programs.
- Equity stock purchase program.
- Comprehensive benefits package.