Director - US Head of IT Service Management

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

As part of the US Technology team, the Director, IT Service Management is responsible for IT Service Management across Incident, Problem, Change, Capacity Management, and Service Desk for the CIBC US Region.

The Director of IT Service Management is responsible for the strategic direction of the US organization's IT Service Management and involves a high level of collaboration across our bank to ensure prompt issue resolution and analyzing trends to ensure incident volumes are kept low. The role provides leadership to the team in evaluating and implementing new methodologies and technologies supported at the enterprise level with linkages to existing technologies, policies, and procedures while maintaining compliance with regulatory requirements The role drives innovation across all areas of responsibility, applying expert interpersonal, communication, and problem-solving skills. You will collaborate with senior management and cross-functional teams and are expected to drive innovation, lead a high-performing team, and ensure the continuous improvement of IT Service Management.

CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 3-4 days per week on-site, while other days may be remote .

How You'll Succeed

• Team Management: Lead, mentor, and develop a team of technical professionals, fostering a culture of innovation, accountability, and continuous learning.
• IT Service Management: Oversee regional implementation of an enterprise-wide Incident, Problem, and Change Management discipline.
• Service Delivery and Support: Ensure high levels of customer satisfaction through efficient and reliable end-user services. Oversee the service desk and support teams to ensure timely and effective issue resolution, optimizing the technology experience for all employees.
• Innovation and Technology Roadmap: Stay updated on emerging technologies, trends, and best practices in IT Service Management. Drive innovation by introducing ITIL V4 practices that enhance productivity, collaboration, and technology engagement.
• Performance Monitoring and Reporting: Report on KPIs and metrics to track the performance, reliability, and stability of regional systems. Report regularly to senior leadership on the progress, challenges, and successes of IT Service Management.
• Communication: You possess strong communication, leadership, and interpersonal skills, enabling effective collaboration with cross-functional teams and the ability to convey technical concepts to non-technical stakeholders. Additionally, you are adept at utilizing various approaches and tools to foster cooperation, resolve issues, and drive initiatives across Technology Operations and Application Development teams while engaging with internal business partners and leadership

Who You Are

• You demonstrate 10 + years of experience in Technology Infrastructure Management, with a strong focus on IT Service Management (ITSM), Transformation and Project Delivery, with 5+ years in a leadership role preferably within a regulated or Financial Services industry. You have experience with ITSM tooling, ServiceNow strongly preferred. You have a Bachelor’s degree in Computer Science, Information Technology, Engineering, or a equivalent experience.
• You are also a certified professional. Certification in ITIL Foundations is ideal. Experience in process engineering and knowledge of banking regulations and standards, such as FFIEC, PCI-DSS, or GDPR, is an asset.

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 [email protected]
• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.
• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

IL-70 W Madison St, 10th Fl

Employment Type

Regular

Weekly Hours

40

Skills

Analytical Thinking, Communication, Information Technology Management, IT Service Management (ITSM), Leadership, People Management, Services Management, Service Standards, Strategic Direction, Technical Support, Technology Implementations, Technology Operations, Troubleshooting, Work Collaboratively