Director, IT Process Management
Location: TEMPE, Arizona

Make Next Happen Now.

Silicon Valley Bank serves many of the most innovative companies in the world. Our clients are forward thinkers. True believers. Optimists. Game-changers. Inspired by them, we're changing the face of banking. We need technology experts with the same can-do attitude as our clients. We're looking for creative thinkers who want to create a truly seamless banking experience on a global scale. When you join the SVB team, you help bring our clients’ world-changing ideas to life.

As leader of this critical enabling IT function, provide the vision, strategy and leadership for key IT processes supporting the development, delivery and operations of IT services to Silicon Valley Bank’s internal and external clients. Scope of processes spans IT Service Management (Change Management, Asset Management, Configuration Management, Release Management, Event Management, Incident Management, Problem Management, Disaster Recovery planning, etc.) and Software Development Lifecycle processes.

Working cross-functionally with IT and business stakeholders, establish and facilitate a governance body and process to identify and prioritize business needs, resulting in a roadmap for deploying and improving IT processes and the underpinning tools (centered on the ServiceNow platform). Act as business owner for the ServiceNow platform, and other process-enabling tools, providing business requirements to the development and support team.

Provide leadership for team of process professionals who design & deploy the processes, measure their effectiveness, govern their operation and identify improvement opportunities. Provide thought leadership, mentoring, coaching, career development and feedback for performance management.

SVB’s clients and business growth require a pace that enables us to release new features frequently, pivot quickly, and expand efficiently while always operating within the appropriate financial services controls and policies. The challenge is to enable this vision while leading and strengthening the team and services that deliver superior process, operations and system performance and resiliency to support our growth objectives.

A well-qualified candidate will possess a balance of business acumen, process orientation, and technical competence. To succeed in this dynamic and fast-paced environment, the ideal work style is collaborative, action and results-oriented.

The above duties and responsibilities are representative of the nature and level of work assigned and are not necessarily all-inclusive.

Skills and Requirements:
B.S. or B.A. in Computer Science, Engineering or related field. MBA preferred. An experienced IT leader/people manager with demonstrated ability to define strategy and establish & execute plans to deliver the strategy.
15+ years of progressive experience in IT with 5 or more years’ experience with IT Service Management (ITSM) and Software Development Lifecycle (SDLC) process definition and deployment.
Effective relationship building skills and ability to partner with stakeholders and colleagues.
Ability to translate business needs into software functional requirements.
Strong problem solving and planning skills.
People development and performance management
Knowledge of various Capability Maturity Models and their application and adoption.
ITIL v3 Foundation certification required; advanced certification is a plus.
Verbal and written communication and presentation skills to stakeholders of all levels (individual contributor to executive).




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