ITSM Change Leader & Enterprise Governance

U.S. Bank; Hopkins (MN); On-site; USD 120,000 - 141,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

401(k) and retirement plan

Paid vacation

Job summary

U.S. Bank seeks a Business Process Manager to lead ITSM Change Management, enterprise governance, and CAB operations, aligning with Incident and Problem Management.

You will partner with Technology, Product, Operations, Risk, Cybersecurity, and Business leaders to drive scalable governance frameworks and improve service reliability. The role focuses on strategy, governance, and execution of critical ITSM processes, including ServiceNow optimization and automation initiatives to enhance

Qualifications

• Bachelor's degree or equivalent work experience required.
• ITIL Service Management Foundation certification preferred.
• 10+ years of ITSM-related experience with governance, change, and risk management.
• 3+ years in a total IT environment; 3+ years with IT projects.

Responsibilities

• Serve as the primary process owner for Enterprise Change Management, including policy, standards, governance, and continual service improvement activities.
• Lead and facilitate Enterprise Change Advisory Board (CAB) governance processes, ensuring risk assessment, stakeholder engagement, and decision-making for technology changes.
• Develop and execute strategic roadmaps that strengthen change governance, operational resilience, regulatory compliance, and service reliability.
• Establish and maintain change policies, approval frameworks, risk assessment methodologies, change models, and governance controls.
• Oversee governance for complex, high-risk, enterprise-wide technology changes, ensuring readiness and compliance with organizational standards.
• Partner with Engineering, Product, Infrastructure, Security, and Operations teams to improve change planning, risk mitigation, deployment readiness, and implementation success rates.

Skills

Stakeholder engagement

Communication skills

Facilitation

Presentation skills

Education

Bachelor's degree or equivalent work experience

ITIL Service Management Foundation certification

Tools

ServiceNow

CAB Workbench

Job description

U.S. Bank seeks a Business Process Manager to lead ITSM Change Management, enterprise governance, and CAB operations, aligning with Incident and Problem Management.

You will partner with Technology, Product, Operations, Risk, Cybersecurity, and Business leaders to drive scalable governance frameworks and improve service reliability. The role focuses on strategy, governance, and execution of critical ITSM processes, including ServiceNow optimization and automation initiatives to enhance