Job DescriptionWe're seeking an Incident & Problem Manager (SVP) to join our Production Services Governance for Enterprise Incident, Availability & Problem Management team in Pittsburgh, PA or Lake Mary, FL.
In this role, you'll make an impact in the following ways:- Drive continuous improvement of Enterprise Incident Management, Availability Management, and Problem Management processes across the firm, ensuring alignment to enterprise policies, standards, risk appetite, and regulatory expectations.
- Strengthen governance controls, quality standards, and performance management routines within ServiceNow to improve process adherence, data quality, control effectiveness, and operational transparency.
- Provide oversight of incident, problem, and availability risk trends, driving accountability for remediation actions, root cause quality, service stability improvements, and control compliance across engineering and platform teams.
- Partner with Engineering, Risk, Audit, Compliance, and Technology leadership to identify control gaps, implement governance enhancements, and ensure sustainable remediation of operational and regulatory risks.
- Drive the design and implementation of enterprise scorecards, governance reporting, KPIs, KRIs, and executive dashboards that provide actionable insights into production resilience, incident performance, availability trends, and problem management effectiveness.
- Champion automation and AI-enabled governance capabilities within ServiceNow and related platforms to improve incident quality, root cause analysis effectiveness, control monitoring, and management reporting.
- Build a culture of accountability, control discipline, and continuous improvement that enhances production stability, reduces recurring issues, and strengthens overall operational resilience.
To be successful in this role, we're seeking the following:- Advanced knowledge of ServiceNow, including governance processes, workflow controls, data quality standards, reporting, metrics, and operational risk management capabilities.
- 12+ years of experience in Technology Operations, Production Services, IT Service Management (ITSM), Operational Risk, Controls, or Technology Governance within a large, complex financial services or highly regulated environment.
- Deep expertise in Incident Management, Problem Management, Availability Management, Major Incident Governance, Service Management controls, and operational resilience practices.
- Demonstrated experience designing, implementing, or managing governance frameworks, control programs, audit remediation initiatives, and regulatory or risk management requirements.
- Strong understanding of operational risk, control design, control testing, issue management, root cause analysis, and remediation governance.
- Proven ability to influence senior technology leaders and drive enterprise-wide process improvements across matrixed organizations.
- Experience developing and presenting executive-level reporting, risk assessments, governance scorecards, and strategic recommendations to senior management and oversight forums.
- Strong analytical skills with the ability to identify systemic issues, evaluate risk trends, and translate complex operational data into actionable insights.• Exceptional leadership, communication, stakeholder management, and organizational skills, with the ability to build credibility across Technology, Risk, Audit, Compliance, and Executive leadership teams.
Our Benefits and Rewards:
BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with
generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.
BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting.
Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, the employee will be in an "at will" position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
