Senior Enterprise Incident Manager (Hybrid)

Citizens Bank

Johnston (RI)

Hybrid

USD 120,000 - 150,000

Full time

14 days+

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Medical benefits

Retirement plans

Flexible work arrangements

Paid time off

Job summary

Citizens Bank seeks a Principal Service Management Specialist to lead enterprise incident management, governance, and automation initiatives. You will partner with technology, risk, architecture, and engineering to strengthen service stability and recovery.

Ideal candidates have 5+ years in IT service management within regulated environments and hands-on ServiceNow experience. The role supports hybrid work schedules across multiple hub locations, including Johnston, RI, with on-site and remote

Qualifications

5+ years of experience in IT Service Management, Incident Management, or related discipline.
Experience leading enterprise service/incident management in a complex, regulated environment.
Hands-on experience with ITSM platforms (ServiceNow) including workflow, reporting, automation, and data quality.

Responsibilities

Lead end-to-end response for high impact P1 and P2 enterprise incidents, including intake, assessment, escalation, coordination, restoration, and post-incident follow up.
Facilitate major incident bridge calls, establish ownership, drive cross-functional teams to recovery.
Lead and mature enterprise service management practices across incident management, escalation, governance, and continuous improvement.