BNY Mellon Careers
Senior Group Manager, Process Assurance & Improvement (Service Management)
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.
Sr.Group Manager, Process Assurance and Improvement->> Manages multiple teams in overseeing Process Improvement efforts for multiple lines of business, by coordinating usage and awareness of best processes and methods on projects. Manages CTS Process Improvement efforts that span several LOBs. Manages all aspects of advancing the state of the practice across several LOBs to ensure the processes and methods provide the appropriate balance of effectiveness and efficiency for the business. May also manage other centralized functions across LOBs. Leads the development and management of strategic client partnerships to ensure that service expectations are developed and met. Conducts informal appraisals to assess gaps in complex processes used across the LOBs. Manages 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.Plans and directs the budget established to efficiently run his/her area and deliver measurable improvements to the processes used to deliver systems to the LOBs. Manages multiple process assurance and improvement teams. Contributes to the achievement of multiple teams' 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. 12+ years of experience in process improvement activities and related tools required, experience in the securities or financial services industry is a plus.
QualificationsAdvanced degree, preferably in business management or a related discipline, or equivalent work experience required 10 + years of related project management experience required, experience with technology and/or the financial services industry is a plus. Prior experience managing projects of 10+ team members required
• 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
• 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: 45334
Job: Information Technology
Organization: Technology Production Services-HR17024
Requisition Number: 1910191