M&T Bank Corporation

Technology Senior Manager - Service Reliability & Operations

M&T Bank Corporation$148K — $247K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Minimum 13 years of combined education and experience with 4 years in technology/systems and 9 years in technology management
  • Expertise in Incident, Problem, Change, and Major Incident Management
  • Strong grasp of ITIL practices and operational governance frameworks
  • Proficient in leading ServiceNow-enabled process improvements and automation
  • Experience in building operational reporting and observability capabilities
  • Experience managing technology operations in hybrid environments including cloud and on-premises
  • Successful track record in organizational transformation and team development

Responsibilities

  • Provide strategic leadership for technology operations and service management functions
  • Establish and execute a roadmap for operational modernization and continuous improvement
  • Drive operational excellence across enterprise technology services
  • Oversee Incident, Major Incident, Problem, Change Management, and Command Center Operations
  • Advance Problem Management through analysis and trend identification
  • Modernize Change Management with automation and streamlined processes
  • Develop best-in-class operational reporting and executive dashboards

Benefits

  • Competitive compensation
  • Health, welfare, and retirement benefits
  • 401(k) match at 5%
  • 25 days PTO plus 12 paid holidays for Banking Officers
  • 40 hours of paid volunteer hours per year
  • Further details available in M&T Benefits Overview
Full Job Description
Position Summary
The Tech Senior Manager for Service Reliability & Operations is responsible for leading the strategy, governance, modernization, and continuous improvement of the capabilities that support 24x7x365 technology operations. This leader will drive operational excellence across Incident, Problem, Change, Major Incident, and Command Center operations while advancing the organization's use of automation, AI, observability, and analytics to improve service reliability and customer outcomes.

Working closely with Infrastructure, Cybersecurity, Application Development, and business stakeholders, this role will identify opportunities to enhance operational performance, remove organizational barriers, reduce operational risk, and establish modern service management practices that enable stable, resilient technology services.

Key Responsibilities
Operational Leadership
  • Provide strategic leadership for technology operations and service management functions.
  • Establish and execute a roadmap for operational modernization, automation, and continuous improvement.
  • Drive operational excellence across enterprise technology services and support functions.

Service Management Oversight
Provide operational oversight for:
  • Incident Management
  • Major Incident Management
  • Problem Management
  • Change Management and CAB
  • Infrastructure Command Center Operations
  • Production Support
  • Operational Readiness
  • Command Center Technology Engineering


Operational Excellence & Modernization
  • Advance Problem Management maturity through proactive analysis, root cause management, and trend identification.
  • Modernize Change Management through automation, risk-based controls, and streamlined processes.
  • Enhance operational routines, governance, and performance measurement frameworks.
  • Drive the adoption of AI, automation, and advanced analytics to improve operational effectiveness.


Observability, Analytics & Reporting
  • Develop best-in-class operational reporting and executive dashboards.
  • Build technology and business observability capabilities that provide actionable insights and clear visibility into customer impact.
  • Establish meaningful metrics that drive accountability, performance improvement, and informed decision-making.


Partnership & Stakeholder Engagement
  • Build strong partnerships with Infrastructure, Cybersecurity, Application Development, and Operations leaders.
  • Identify opportunities to improve service reliability, operational efficiency, and customer experience.
  • Lead cross-functional efforts to address systemic issues and operational challenges.


Talent & Organizational Leadership
  • Develop and lead high-performing teams.
  • Assess organizational structures, capabilities, and skillsets to ensure alignment with strategic objectives.
  • Foster a culture of accountability, collaboration, innovation, and continuous improvement.


Required Qualifications
  • A combined minimum of 13 years' higher education and/or work experience, including a minimum of 4 years' technology or systems experience and 9 years' technology management / program leadership experience including people management
  • Deep expertise in Incident, Problem, Change, and Major Incident Management.
  • Strong understanding of ITIL practices and operational governance frameworks.
  • Experience leading ServiceNow-enabled process improvement and automation initiatives.
  • Proven experience building operational reporting, observability, and performance management capabilities.
  • Experience managing technology operations within complex hybrid environments, including cloud and on-premises platforms.
  • Demonstrated success leading organizational transformation and developing high-performing teams.


Preferred Qualifications
  • Bachelor's degree in a technology, engineering, or business-related field.
  • ITIL v4 certification or equivalent.
  • 10-15 years of progressive leadership experience in technology operations, infrastructure, or IT service management.
  • Experience with AIOps, automation, and advanced analytics platforms.
  • Familiarity with Azure and cloud operations.
  • Experience leading Command Center or NOC organizations.
  • Financial services or other highly regulated industry experience.

We support our team members with generous benefits.
  • Competitive compensation
  • Health, welfare, and retirement benefits
  • 401(k) match at 5%
  • Banking Officers start with 25 days PTO plus 12 paid holidays
  • 40 hours paid volunteer hours per year
  • Much more. For details, see: M&T Benefits Overview


M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $148,300.00 - $247,100.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location
Buffalo, New York, United States of America

About M&T Bank Corporation

M&T Bank is a financial holding company headquartered in Buffalo, New York. M&T's principal banking subsidiary, M&T Bank, operates banking offices in New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia, and the District of Columbia. Trust-related services are provided by M&T's Wilmington Trust-affiliated companies and by M&T Bank. M&T Bank traces its origins to the founding of Manufacturers and Traders Bank in Buffalo, New York. As a result of mergers, acquisitions, and name changes, M&T Bank Corporation's principal bank is now known as Manufacturers and Traders Trust Company or M&T Bank. M&T Bank reorganized under a bank holding company in 1969 called First Empire State Corporation. The name was changed in 1998 to M&T Bank Corporation, whose common stock is listed on the New York Stock Exchange and trades under the symbol "MTB."

M&T Bank Corporation Careers

Join the vibrant team at M&T Bank Corporation, a leading financial institution where innovation meets tradition, offering a plethora of job opportunities across various sectors. As one of the most respected banks in the nation, M&T Bank Corporation is the perfect place to jumpstart or advance your career in the financial services industry.

Work You’ll Do

At M&T Bank Corporation, you will be part of a culture that cherishes diversity, leadership, and professional growth. Engage in work that makes a real difference in the community while fostering your career development through comprehensive training programs and diverse learning opportunities.

Innovate and Lead

Embrace the chance to work on projects that integrate cutting-edge financial technologies with robust, traditional banking practices. M&T Bank Corporation is at the forefront of the financial industry, offering innovative solutions that redefine banking standards. Our leadership in the market is driven by a commitment to excellence and continuous improvement.

Career Growth and Opportunities

Whether you are looking for an entry-level position or a more senior role, M&T Bank Corporation provides a dynamic pathway for career advancement. With a variety of job opportunities ranging from internships to full-time positions, you can find the perfect match for your skills and ambitions. Our team is dedicated to helping you navigate your career path with tailored development plans and leadership training.

Join Our Team

Explore job opportunities and join a team that values hard work, creativity, and strategic thinking. M&T Bank Corporation is hiring professionals who are passionate about finance and eager to contribute to a team-oriented environment. Enhance your skills through hands-on experience and ongoing professional development.

Networking and Professional Development

At M&T Bank Corporation, networking and professional development are part of our DNA. Connect with industry leaders, participate in high-impact networking events, and take advantage of our mentorship programs. Our employees benefit from a supportive network that boosts their career trajectories and fosters meaningful professional relationships.

Benefits and Culture

Enjoy a comprehensive benefits package that supports both your professional and personal life. M&T Bank Corporation offers competitive salaries, health benefits, and retirement plans designed to ensure the well-being of our team members and their families. Experience a supportive and inclusive culture where every employee is valued and given the opportunity to thrive.

How to Apply

Ready to take the next step in your career? Visit the M&T Bank Corporation Careers page to browse current openings, submit your resume, and prepare for your interview. We are excited to see how your skills and ideas can contribute to our continued growth and success.

Stay Connected

Keep up to date with the latest from M&T Bank Corporation by following our careers blog. Gain insights from our experts and stay informed about new job openings and upcoming networking events. Join M&T Bank Corporation today and be part of a team that is dedicated to growth, innovation, and leadership in the banking industry. Your future starts here!
Learn more about M&T Bank Corporation
Size
17,115 employees
Market Cap
$25.2 billion
Industry
Net Income
$1.3 billion
Founded
1868
5 Year Trend
+0.2%
NASDAQ

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