SMBC Group · 2 hours ago
Enterprise Service Management Lead
Charlotte, NC
Full-time
Hybrid
Director/Executive
10+ years expSumitomo Mitsui Banking Corporation (SMBC Group) is a top-tier global financial group headquartered in Tokyo, offering a diverse range of financial services. The Enterprise Service Management Lead will oversee IT Service Management governance and improvement across the Americas Division, ensuring high-quality execution of ESM processes and managing the ESM Analyst team.
AdviceBankingFinancial Services
Responsibilities
Lead and govern the unified IT Service Management standards, policies, and methodologies across all AD group companies in the Americas
Manage the ESM Analyst team and oversee the implementation and continual improvement of ESM processes
Establish a consistent ITIL-based governance model for IT Service Management, ensuring ongoing compliance and process adherence
Own and maintain data quality rules, controls, and hygiene practices for all ESM process areas
Provide reporting and analytics on process adoption, compliance trends, data quality, and operational effectiveness
Coordinate and run cross entity touchpoints with Business and Technology teams to review stability, risk themes, upcoming changes/outages, and process performance
Support training, awareness, and communication efforts to improve overall understanding and adoption of ESM processes
Liaise with IT, business, and other governance stakeholders to ensure end to end alignment
Evaluate the effectiveness of standards and procedures, focusing on improving consistency and reducing operational risk
Lead and drive continual improvement initiatives across ESM functions
Support Major Incident Managers during high severity incidents by ensuring adherence to established protocols, advising on communication standards, and providing governance oversight during and after events
Participate in or facilitate post incident reviews to ensure root cause identification, corrective actions, and governance commitments are properly documented and executed
Perform trend analysis on recurring incidents and problem records, identifying systemic issues and recommending process or control improvements
Support cross entity alignment by ensuring escalation paths, responsibilities, and processes for Major Incidents and Problem Management remain consistent across the region
Provide guidance, coaching, and enhancement recommendations to teams executing Incident, Major Incident, and Problem workflows
Monitor and report on key operational metrics such as MTTR, recurring incidents, aging problems, and systemic issues
Ensure high quality data entry in incident and problem records, reinforcing adherence to documentation and evidence standards
Develop and deliver clear, concise executive communications on process performance, risks, and improvement opportunities
Support risk mitigation planning related to service stability and process gaps
Coach managers and technical teams on IT Service Management best practices
Support organizational design initiatives related to ESM roles and capabilities
Partner closely with senior leaders to improve cross functional engagement and collaboration
Track and report issues, risks, and process breakdowns and escalate where necessary
Define and measure process success metrics, driving transparency and accountability across teams
Qualification
Required
Strong understanding of Incident, Major Incident, and Problem Management with experience in both governance and operational support
Experience designing and governing ITIL-based processes
Excellent communication skills, including the ability to engage senior leaders and influence diverse stakeholder groups
Strong analytical skillset involving trend analysis, process measurement, and data driven decision making
Ability to build and maintain collaborative relationships across all levels of the organization
Leadership experience managing high performing teams
Strong business acumen, strategic thinking, and ability to drive multi entity alignment
Experience supporting organizational transformation or standardization initiatives
Work Experience: 10+ years in Incident Management, Problem Management, IT governance, or a related technology leadership discipline
Preferred
Education: MS/MA/MBA preferred
Benefits
Competitive portfolio of benefits
Company
SMBC Group
SMBC Group is a top-tier global financial group.
10001+ employees
H1B Sponsorship
SMBC Group 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
2025 (160)
2024 (87)
2023 (73)
2022 (44)
2021 (29)
2020 (26)
Funding
Current Stage
Late StageLeadership Team
Hirofumi Otsuka
Senior Managing Executive Officer & CEO of Americas Division
Juan Kreutz
Head of Structured Finance Solutions and Deputy Head of the Americas
Recent News
Company data provided by crunchbase