State Street · 16 hours ago
Head of IT Command Centre , Managing Director
Quincy, Massachusetts
Full-time
Onsite
Director/Executive
$170K/yr - $282K/yr
15+ years expState Street is a global leader in financial services, and they are seeking a Head of IT Command Centre to provide strategic and operational leadership for production stability and service continuity. This role involves leading a large team, managing vendor relationships, and driving operational efficiency to ensure robust incident response and continuous improvement in IT operations.
BankingFinanceFinancial Services
Responsibilities
Define and execute strategies for production stability and service continuity
Drive operational efficiency through process optimization and automation
Establish and monitor KPIs and metrics to measure success and identify improvement areas
Lead and manage the entire Major Incident Management function globally
Create and enforce standards, processes, controls, and procedures for incident handling
Ensure governance and compliance for high-impact events and weekend changes
Drive initiatives to reduce Mean Time to Restore Service (MTRS) and prevent recurrence
Own end-to-end ITSM processes (Incident, Request, Change Management)
Ensure processes are standardized, documented, and aligned with ITIL best practices
Continuously refine workflows to improve speed, accuracy, and compliance
Build and mentor high-performing teams; manage a workforce of 50+ professionals
Drive skill improvement programs, career development, and succession planning
Implement performance management frameworks to measure and enhance team effectiveness
Lead 24/7 technical bridge operations for major and non-major incidents
Govern high-impact IT events and weekend changes with strong risk mitigation
Maintain audit readiness and lead remediation plans for findings
Present standards, controls, and compliance frameworks to auditors
Manage vendor relationships to ensure SLA adherence and performance
Oversee global shift rotations for 24/7 coverage
Deliver actionable insights through dashboards and presentations for senior leadership
Use advanced reporting tools to demonstrate operational performance and strategic progress
Qualification
Required
Bachelor's degree in IT or related field (Master's preferred)
ITIL Certification (Intermediate or Expert level)
15+ years in ITSM leadership roles with major incident management experience
Expertise in ITSM tools (ServiceNow, Remedy) and audit frameworks
Strong skills in Excel, dashboard creation, and executive-level presentations
Availability for weekend and on-call coverage
Deep knowledge of ITIL processes and audit compliance
Proven experience managing critical incidents end-to-end
Ability to design, implement, and optimize ITSM processes
Experience in setting vision and driving operational efficiency
Strong skills in team development, coaching, and KPI-driven performance improvement
Understanding of infrastructure and application domains
Skilled in presenting complex issues to senior stakeholders
Proficiency in Excel and visualization tools for KPI dashboards
Lead multicultural teams under high-pressure conditions
Calm and decisive leadership during major incidents
Benefits
Retirement savings plan (401K) with company match
Insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
Paid-time off including vacation, sick leave, short term disability, and family care responsibilities
Access to our Employee Assistance Program
Incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
Eligibility for certain tax advantaged savings plans
Company
State Street
State Street offers a range of financial services, including investment management, research and trading, as well as asset management.
10001+ employees
H1B Sponsorship
State Street has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Public CompanyTotal Funding
$12.05B2025-10-23Post Ipo Debt· $1B
2025-04-24Post Ipo Debt· $2B
2025-02-06Post Ipo Equity· $750M
Leadership Team
Ronald O'Hanley
Chairman and Chief Executive Officer
R
Renee LaRoche-Morris
Senior Vice President, Chief of Staff to the COO; Head of CAO Services
Recent News
2026-01-16
2026-01-16
Benzinga.com
2026-01-16
Company data provided by crunchbase