Senior Incident Manager

Citizens Bank; Johnston (RI); On-site; USD 100,000 - 135,000; Full time

Job summary

Citizens Bank is seeking a Senior Service Management Specialist to lead enterprise incident management and coordinate the response to high-priority incidents across Technology Operations, Risk, Legal, and executive stakeholders. The role focuses on timely restoration of critical services, clear governance, and effective communications.

The ideal candidate has 5+ years in ITSM/incident management within a regulated enterprise, strong executive communication skills, and hands-on ServiceNow/ITSM

Qualifications

• 5+ years of experience in IT Service Management, Incident Management, IT Support, or related discipline.
• Proven experience leading major incident response in a complex enterprise environment.
• Experience coordinating technical, business, risk, and executive stakeholders during high pressure operational events.
• Strong written and verbal communication skills, including executive level incident communications.
• Hands on experience with ServiceNow or an equivalent ITSM platform.
• Knowledge of ITIL based incident, problem, change, escalation, and service management practices.
• Experience navigating large corporate environments, preferably in a highly regulated industry such as financial services.

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 clear ownership, and drive cross functional teams toward timely technical and business recovery.
• Serve as the central coordination point for Technology Operations, Risk, Legal, Communications, executive leadership, and other key stakeholders.
• Prepare and deliver timely incident communications, executive updates, status summaries, and escalation notices.
• Ensure incidents are documented accurately in systems of record, including timelines, decisions, actions, impacts, and recovery milestones.
• Enforce incident classification, prioritization, escalation, regulatory, audit, and governance requirements.
• Lead post incident reviews, identify lessons learned, and partner with problem management teams to drive root cause remediation and recurrence prevention.
• Use incident metrics, trends, and service management data to improve response effectiveness, resilience, automation, and operational maturity.
• Support emergency change processes and promote ITIL aligned service management practices in an Agile, fast paced environment.

Skills

ITSM Experience

Incident Management

Stakeholder Coordination

Executive Communications

ServiceNow

ITIL Knowledge

Regulated Industry Experience

Education

Bachelor's degree

Tools

ServiceNow

Job description

Description

Senior Service Management Specialist - Incident Manager

Enterprise Incident Management

Position Summary

The Senior Service Management Specialist leads enterprise incident management activities to ensure timely restoration of critical services and minimize business disruption, financial exposure, and reputational risk. This role coordinates high priority incident response across technology, business, risk, legal, communications, and executive stakeholders while maintaining strong governance, clear communication, and adherence to enterprise service management practices.

Key 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 clear ownership, and drive cross functional teams toward timely technical and business recovery.
• Serve as the central coordination point for Technology Operations, Risk, Legal, Communications, executive leadership, and other key stakeholders.
• Prepare and deliver timely incident communications, executive updates, status summaries, and escalation notices.
• Ensure incidents are documented accurately in systems of record, including timelines, decisions, actions, impacts, and recovery milestones.
• Enforce incident classification, prioritization, escalation, regulatory, audit, and governance requirements.
• Lead post incident reviews, identify lessons learned, and partner with problem management teams to drive root cause remediation and recurrence prevention.
• Use incident metrics, trends, and service management data to improve response effectiveness, resilience, automation, and operational maturity.
• Support emergency change processes and promote ITIL aligned service management practices in an Agile, fast paced environment.

Required Qualifications

• 5 or more years of experience in IT Service Management, Incident Management, IT Support, or a related discipline.
• Proven experience leading major incident response in a complex enterprise environment.
• Experience coordinating technical, business, risk, and executive stakeholders during high pressure operational events.
• Strong written and verbal communication skills, including executive level incident communications.
• Hands on experience with ServiceNow or an equivalent ITSM platform.
• Knowledge of ITIL based incident, problem, change, escalation, and service management practices.
• Experience navigating large corporate environments, preferably in a highly regulated industry such as financial services.

Preferred Qualifications

• ITIL v3, ITIL 4, or equivalent service management certification.
• Experience managing regulatory, cyber, operational risk, or enterprise impacting incidents.
• Experience improving incident response through automation, observability, reporting, and process optimization.

Education and Certifications

• Bachelor's degree in Computer Science, Business Administration, Management, Information Technology, or a related field preferred.
• Additional certifications in incident management, risk management, or service management preferred.

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday to Friday

Pay Transparency

The salary range for this position is $100,000 to $135,000 per year, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including, but not limited to, the budget, work location, and relevant skills and experience.

Benefits

Comprehensive benefits include medical, dental, and vision coverage, retirement plans, parental leave, flexible work arrangements, education reimbursement, wellness programs, and generous paid time off exceeding local requirements. For more information, visit https://jobs.citizensbank.com/benefits

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.