Head of 24/7 Service Reliability & AI-Driven Operations

M&T Bank

Buffalo (NY)

On-site

USD 148,000 - 247,000

Full time

9 days ago

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Benefits offered by this job

Competitive compensation

Health, welfare, and retirement

25 days PTO + 12 holidays

40 hours volunteer time per year

5% 401(k) match

Job summary

M&T Bank seeks a Tech Senior Manager for Service Reliability & Operations to lead strategy, governance, modernization, and continuous improvement of 24x7 technology operations. You will advance automation, observability, and analytics to improve reliability and customer outcomes.

You will partner with Infrastructure, Cybersecurity, App Development, and business stakeholders to remove barriers, reduce risk, and implement modern service management practices in a complex hybrid environment.

Qualifications

Minimum 13 years combined education/work, including at least 4 years in technology or systems and 9 years in technology management/leadership
Deep expertise in Incident, Problem, Change, and Major Incident Management
Experience leading ServiceNow-enabled process improvement & automation initiatives
Proven experience building operational reporting, observability, and performance management capabilities

Responsibilities

Provide strategic leadership for technology operations and service management functions.
Establish and execute a roadmap for operational modernization, automation, and continuous improvement.
Drive operational excellence across enterprise technology services and support functions.
Incident, Major Incident, Problem, Change Management and CAB oversight.
Develop best-in-class operational reporting and executive dashboards.
Build partnerships with Infrastructure, Cybersecurity, Application Development, and Operations leaders.