at CIBC in Chicago, Illinois, United States
Job Description
We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.
At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.
To learn more about CIBC, please visit CIBC.com (https://www.cibc.com/en/about-cibc.html)
What you’ll be doing
The Head of US IT Service Management (ITSM) plays a crucial role in overseeing the delivery of IT services and ensuring alignment with the bank’s business objectives. This role requires a deep understanding of ITIL (Information Technology Infrastructure Library) frameworks, as well as experience in implementing and optimizing ITSM processes within a banking environment. The incumbent will lead a team responsible for managing incidents, problems, changes, and service requests, while driving continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
The US Technology Operations team is responsible for the day-to-day operational management of the Technology Infrastructure environment, providing a cost effective and secure infrastructure, and evolving the environment to meet the needs of the US Region.
Technology Infrastructure is the entire collection of hardware, software, networks, data centers, facilities and related equipment used to develop, test, operate, monitor, manage and/or support information technology services.
How you’ll succeed
ITSM Strategy and Governance: Develop and implement a comprehensive ITSM strategy aligned with the bank’s goals and regulatory requirements.
Establish ITSM policies, procedures, and governance frameworks to ensure consistent and effective service delivery.
Team Leadership and Development: Lead and mentor a team of ITSM professionals, fostering a culture of accountability, collaboration, and continuous improvement. Provide guidance and support for career development and skills enhancement within the team.
Process Design and Optimization: Design, implement, and refine ITSM processes, including Incident Management, Problem Management, Change Management, and Request Fulfillment, to meet the bank’s operational needs and service level agreements (SLAs).
Identify opportunities for process automation and integration to streamline service delivery and improve efficiency.
ITSM Tooling and Technology: Evaluate, select, and implement ITSM tools and technologies that support the bank’s service management objectives.
Ensure proper configuration, integration, and maintenance of ITSM tools to maximize their effectiveness and usability.
Incident and Problem Management: Establish robust processes for identifying, recording, prioritizing, and resolving incidents and problems in a timely manner.
Conduct root cause analysis and implement preventive measures to minimize the impact of recurring incidents and prevent service disruptions.
Change Management and Release Coordination: Implement a structured approach to managing changes to the bank’s IT environment, including assessment, approval, and implementation phases.
Coordinate release activities and ensure smooth transitions between development, testing, and production environments, minimizing risks and downtime.
Continuous Improvement: Lead continuous improvement initiatives within the ITSM function, leveraging metrics, feedback, and best practices to drive service excellence.
Promote a culture of innovation and learning, encouraging team members to identify and implement opportunities for process optimization and enhancement.
Compliance and Risk Management: Ensure that ITSM processes and practices comply with relevant regulatory requirements, industry standards, and internal policies.
Identify and mitigate risks associated with IT service delivery, proactively addressing potential issues before they impact the bank’s operations or security.
Who you are
+ You have a bachelor’s degree in Information Technology, Computer Science, or a related field. Advanced degree or professional certifications in ITSM (e.g., ITIL Expert, ISO 20000) preferred.
+ You have a minimum of 10 years of experience in IT service management, with at least 5 years in a senior leadership role, preferably within the banking or financial services industry.
+ You have a deep knowledge of ITIL frameworks and best practices, with hands-on experience in implementing and optimizing ITSM processes, tools, and metrics.
+ You have a proven track record of driving continuous improvement and delivering measurable results in service quality, efficiency, and customer satisfaction.
+ You have experience managing incident triage , resolution, and escalation, in a high-volume, 24/7 environment.
+ You have familiarity with ITSM toolsets such as ServiceNow , including configuration, customization, and reporting capabilities.
+ You have excellent communication, leadership, and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and communicate technical concepts to non-technical stakeholders.
+ You can express oneself and communicate with others verbally; recognizing that verbal communication is more than just language – it includes tone, style, and structure.
+ You have the knowledge of approaches, tools, and techniques f or gaining the cooperation and support of others.
+ You have the knowledge of approaches, tools, and techniqu es for working with individuals and groups in a constructive and collaborative manner.
+ You have the knowledge of tools and techniques for effective use of a broad range of factors, assumptions, frameworks, and perspectives when solving problems.
+ You’re able to navigate various Technology Operations & Application Development teams across multiple initiatives to identify & where appropriate resolve issues, dependencies, conflicts, and then efficiently drive key work.
+ You’re able to work cross-functionally with Internal business partners and CIBC lines of businesses and their leadership teams, partner teams and centers of excellence.
OTHER DESIGNATIONS / CERTIFICATIONS / ACCREDITATIONS (if applicable)
+ ITIL Foundations Certified
California residents – your privacy rights regarding your actual or prospective employment (https://us.cibc.com/en/about-us/california-consumer-privacy-act-employment.html)
What CIBC Offers
At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.
+ We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.
+ Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
+ We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
*Subject to plan and program terms and conditions
What you need to know
+ CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com
+ You need to be legally eligible to work at the location(s) specified above and,
