BNY Mellon Careers

Group Manager, Process Assurance & Improvement (Service Management)

Pittsburgh, Pennsylvania; Jersey City, New Jersey; New York, New York
Information Technology

Job Description

BNY Mellon is a global investments company dedicated to helping its clients manage and service their financial assets. We can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute, or restructure investments. Whether providing financial services for institutions, corporations, or individual investors - BNY Mellon delivers informed investment management and investment services in 35 countries.



TECHNOLOGY SERVICES GROUP (TSG) is the central infrastructure services group with a proven track record of innovating to help BNY Mellon and its customers have the most reliable, nimble, and cost-effective solutions in the financial services market place.


As part of TSG, our Production Services team is dedicated to ensuring that our technology environments are best in class. Our Production Services team runs the systems that keep BNY Mellon running.  Their mission is to deliver a full IT service management lifecycle across all run-the-bank applications and infrastructure support with the purpose of providing a controlled, secure, and predictable production environment.

Our team members use their technical skills and business knowledge to bring forth solutions that will take our company into the future.  If you are a collaborative continual learner with a global mindset and a desire to contribute to our company’s top priorities, this is the place for you.




The Role


The Production Services Organization has initiated a bank-wide process & tooling standardization program across IT Service Management including Incident, Problem, Change and Request Fulfillment. The Group Manager, Process Assurance & Improvement (Service Management) is a highly visible and impactful position within the Service Management Office. This role will lead process definition with ServiceNow requirements and Service Management processes in support of the maturation of Production Services at Bank of New York Mellon. Working on a global team of process & tools experts, we aim to transform the firm’s capabilities and develop best in class solutions for the future.
















Group Manager, Process Assurance and Improvement->> Manages a medium to large-sized or multiple small teams responsible for Process Improvement efforts for one or more lines of business, by coordinating usage and awareness of best processes and methods on projects. Manages CTS Process Improvement efforts for one or more LOBs. Manages all aspects of advancing the state of the practice across one or more LOBs to ensure the processes and methods provide the appropriate balance of effectiveness and efficiency for the business. May also manage other centralized LOB functions. Manages and develops strategic client partnerships to ensure that service expectations are developed and met. Conducts informal appraisals to assess gaps in the processes used within one or more LOBs. May conduct formal appraisals in accordance with applicable standards (e.g., CBA-IPI or SCE) for other LOBs. Recruits, directs, motivates and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team. Manages the budget established to efficiently run his/her teams and deliver measurable improvements to the processes used to deliver systems to one or more LOBs. Manages one or more process assurance and improvement teams. Contributes to the achievement of team objectives. 


Advanced degree in a related discipline or equivalent work experience required. Authorized Lead Assessor for CBA-IPI, SCE, SCAMPI, ISO 9000 methodology or Project Management Professional (PMP) Certification is required. 10+ years of experience in process improvement activities and related tools required, experience in the securities or financial services industry is a plus.

• Extensive (4+ yrs) IT Service Management knowledge

• Knowledge of ITSM applications (ServiceNow preferred)

• Project management

• Excellent communication skills & the ability to develop clear written materials in support of objectives

• Team player with the ability to lead discussions and initiatives with minimal oversight

Preferred Qualifications: 

• ServiceNow Certification (updated to Kingston at least)

• Good understanding of ITIL processes

• Ability to manage vendor relationships

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-Pennsylvania-Pittsburgh
Internal Jobcode: 45308
Job: Information Technology
Organization: Technology Production Services-HR17024
Requisition Number: 1906692