Group Manager, Process Assurance and Improvement (Change Management Lead - Service Management Office)

Job Description

As a global investments company, BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments, and safeguards nearly one-fifth of the world's financial assets. Every day, our Technology employees make this happen while also seeking out new ways to do it more efficiently and effectively.

As part of BNY Mellon’s global Technology organization, you’ll have the opportunity to engage with some of the best and brightest, technology, business, and financial minds to find new and better ways to exceed our clients’ expectations and build the future of financial services. With more than 230 years of industry leading experience under our belts, you might even say that we are the original fintech.

Our Team

Technology Services Group (TSG) is the central infrastructure services group with a proven track record of innovating to help BNY Mellon and its clients have the most reliable, nimble and cost-effective solutions in the financial services market place. BNY Mellon App Engine technology is leading edge with industry first PaaS/IaaS fully integrated solution, combined with enterprise standards for developers.

TSG is building next generation scalable, efficient data center as a service using the latest innovation infrastructure. Building on top of the cloud deployments in BNY Mellon, we are aggressively automating and bridging the green field cloud with the existing virtual computing environments.

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

As a Change Management Lead, your role is part of the Change Management team under our Service Management Office. Our team is responsible for proactive governance/control/continuous improvement of the Production Services Operating model including its underlying IT operational processes and supporting tools to ensure optimal and effective service delivery, production stability, and regulatory compliance. You will be responsible for ensuring that all significant change and critical deployments affecting IT production environment are transparent and governed to manage risk, thereby enabling the effective and efficient delivery of changes and allowing business to achieve its objective while minimizing disruptions to IT services. You would be working on a wide variety of service transition practices and implementing continuous improvements as an ongoing activity.

Key Responsibilities Include:
  • Plan, schedule, manage and drive the Significant Event and Change Advisory Board with Senior Stakeholders
  • Ensure the consolidated Significant Event and Change calendar is maintained to be current at all times
  • Participate in the administration of the change management process
  • Govern the metrics of Change Management and ensure the organization is meeting the assigned KRI and KPI targets
  • Govern the Audit and Regulatory process for Change Management ensuring the organization is compliant with policy of change management                                                                                                  

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.
  • 5 Years of Experience within Service Management
  • Change Management or relevant IT experience
  • Strong understanding of ITSM and ITIL Framework
  • Strong written and verbal communication skills
  • Ability to multi-task in a fast-paced, dynamic environment
  • Experience developing relationships and collaborating with IT, business, and vendor stakeholders
  • Proactively identifies knowledge and process gaps and develops improvement
  • ITIL Certification
  • ServiceNow knowledge
  • Audit and Regulatory knowledge                              

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

Primary Location: United States-New York-New York
Internal Jobcode: 45308
Job: Information Technology
Organization: Technology Production Services-HR17024
Requisition Number: 1912656