Director, Infrastructure Services Manager

BNY Mellon; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

BNY Mellon is seeking a Director, Major Incident Management in New York to lead the incident response program, ensure service stability, and drive improvements across technology operations. The role partners with engineering, infrastructure, and business teams to strengthen resilience and rapid restoration of critical services.

You'll oversee major incident response, governance, and reporting, leveraging ServiceNow and related platforms to automate and optimize processes.

Qualifications

• Significant experience leading Major Incident Management, IT Operations, Production Services, or Technology Resilience in a large enterprise.
• Strong knowledge of ITIL practices, ServiceNow ITSM, Major Incident Management, and Change Management.
• Proven ability to lead global teams and manage senior stakeholders.
• Experience driving process transformation, automation, and continual service improvement.

Responsibilities

• Provide leadership for the New York Major Incident Management team during major incidents and critical events, aligning with global strategy.
• Act as senior escalation point during weekends and after-hours, delivering decisive leadership.
• Oversee incident coordination, escalation, and resolution with broad stakeholder engagement.
• Drive resilience initiatives with IT, security, and business teams to improve availability and recoverability.
• Collaborate with ITSM, Incident Management, and governance teams on process improvements and automation.

Skills

Major Incident Mgmt

IT Operations

Production Services

Technology Resilience

ITIL practices

ServiceNow ITSM

Executive stakeholder mgmt

Automation

Change Management

Leadership

Education

Bachelor's degree in computer science/IT

Advanced degree preferred

Tools

ServiceNow

Job description

At BNY, our culture allows us to run our company better and enables employees' growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world's investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance - and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.

We're seeking a highly motivated and experienced Director, Major Incident Management to lead our incident management function and drive operational excellence across our technology organization in New York.

In this role, you'll play a critical leadership position in ensuring service stability, resilience, and rapid restoration of business-critical services. You'll partner across engineering, infrastructure, operations, and business teams to strengthen our technology landscape, lead major incident response, and continually improve service reliability.

In this role, you'll make an impact in the following ways:

• Provide leadership and strategic direction for the New York Major Incident Management team, ensuring effective command and control during major incidents and critical technology events while supporting the execution of the global incident management strategy under the direction of the Global Director.

• Act as a senior escalation point for critical incidents during weekends and outside normal business hours, providing leadership, decision-making, and executive stakeholder management as required.

• Oversee the coordination, communication, escalation, and resolution of major incidents, ensuring effective stakeholder engagement at all levels of the organization.

• Drive technology resilience initiatives, partnering with infrastructure, engineering, cybersecurity, and business teams to improve service availability and recoverability.

• Collaborate with teams responsible for IT Service Management (ITSM), Major Incident Management, process improvement, system integration, and implementation activities.

• Champion continual service improvement by identifying trends, root causes, and opportunities to enhance operational stability and reduce repeat incidents.

• Lead the strategic direction and evolution of Incident Management processes, leveraging ServiceNow and other technology platforms to improve automation, governance, reporting, and operational effectiveness.

• Maintain senior-level relationships across technology, operations, and business stakeholders to ensure business priorities are understood and effectively supported.

• Participate in defining and executing Production Services strategy, aligning operational objectives with broader organizational goals.

• Lead strategic programs and initiatives that support long-term Production Services and technology resilience objectives.

• Oversee the planning, organization, implementation, and governance of enterprise technology services and infrastructure operations.

• Partner with key stakeholders to improve efficiency, effectiveness, productivity, risk management, and controls across the IT organization.

• Establish and maintain appropriate organizational structures, staffing models, and succession plans to support a high-performing team.

• Develop, coach, and mentor managers and individual contributors, fostering a culture of accountability, collaboration, operational excellence, and continuous learning.

• Contribute to the achievement of broader organizational objectives through effective leadership, partnership, and execution.

To be successful in this role, we're seeking the following:

• Significant experience leading Major Incident Management, IT Operations, Production Services, or Technology Resilience functions within a large, complex enterprise environment.

• Strong knowledge of ITIL practices, ServiceNow ITSM, Major Incident Management, Problem Management, Change Management, and Operational Resilience.

• Proven ability to lead high-performing global teams and manage senior stakeholder relationships.

• Experience driving process transformation, automation, and continual service improvement initiatives.

• Exceptional communication, leadership, and executive stakeholder management skills.

• Ability to lead effectively during high-pressure situations while maintaining focus on business outcomes and service restoration.

• Bachelor's degree in computer science, Information Technology, or a related discipline, or equivalent work experience; advanced degree preferred.

• Experience within the securities, banking, or financial services industry is preferred.

• Experience leading global medium- to large-sized teams, including both direct and indirect reports across Production Services, Operations, or Incident Management functions.

• Demonstrated experience managing managers and developing leadership talent within a global organization.

• Experience developing operational governance, metrics, and reporting frameworks to drive accountability and performance.

At BNY, our culture speaks for itself, check out the latest BNY news at:

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Here's a few of our recent awards:

• America's Most Innovative Companies, Fortune, 2025
• World's Most Admired Companies, Fortune 2025
• "Most Just Companies", Just Capital and CNBC, 2025

Our Benefits and Rewards:

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.