ITSM Operations (Finance)

Join Mizuho in IT Service Management Operations!

We are seeking a highly experienced and dynamic Director of IT Service Management Operations to join Mizuho Americas. The successful candidate will be responsible for leading a team to execute the day-to-day operations and governance of Incident Management, Change Management, Problem Management, and Release Management. Partner with IT teams and stakeholders to develop a feedback loop for continuous process improvement and automation opportunities. This role is critical in ensuring the stability, reliability, and continuous improvement of our IT services.

Key Responsibilities:

• Lead and manage the IT Service Management Operations team, providing guidance, mentorship, and support.
• Oversee and govern the processes for Normal and Major Incident Management, ensuring timely resolution and minimizing impact on business operations.
• Manage Change Management processes to ensure controlled and efficient implementation of changes with minimal disruption. Partner with technology team leads to ensure each area is represented in the CAB.
• Develop and implement Problem Management strategies to identify root causes and prevent recurrence of incidents.
• Coordinate Release Management Governance activities to ensure smooth and successful deployments of new software and updates.
• Utilize ITIL framework principles to streamline processes, enhance service delivery, and drive continuous improvement.
• Develop a feedback forum for intake to properly review, prioritize, and implement process improvement capabilities
• Collaborate with cross-functional teams to align IT services with business objectives and requirements.
• Monitor and report on key performance indicators (KPIs) to assess the effectiveness of IT service management processes.
• Identify opportunities for automation and process optimization to improve efficiency and reduce operational costs.
• Ensure compliance with regulatory requirements and industry best practices.
• Develop and manage the roadmap for ServiceNow Incident, Problem, Change, and Release modules.
• Lead the implementation and optimization of ServiceNow modules to improve service management capabilities.

Qualifications:

• Bachelor's degree in information technology, Computer Science, or a related field.
• Minimum of 15 years of experience in IT Service Management in a leadership capacity.
• Extensive knowledge and hands-on experience with the ITIL framework.
• Proven track record of leading and managing high-performing teams.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Certifications in ITIL, PMP, or other relevant areas are highly desirable.
• Experience with ServiceNow, including the development and management of roadmaps for Incident, Problem, Change, and Release modules.

The expected base salary ranges from $160k-$220k. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications and licenses obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, successful candidates are eligible to receive a discretionary bonus.

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