Senior Incident Manager, Enterprise Operations (Hybrid)

Citizens Bank; Jackson (MS); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical, dental & vision coverage

Retirement plans

Parental leave

Flexible work arrangements

Education reimbursement

Wellness programs

Generous paid time off

Job summary

Citizens Bank is seeking a Principal Service Management Specialist - Enterprise Incident Manager to lead enterprise incident management and governance across a regulated financial services environment.

The hybrid role requires onsite presence four days per week at designated hub locations, with remote work not available for this position. You will drive cross-functional responses, mature ITSM processes, and deliver measurable service improvements.

Qualifications

• 5+ years of experience in IT Service Management or Incident Management.
• Experience leading enterprise level service management activities within a complex, regulated environment.
• Strong knowledge of ITSM practices, incident lifecycle, governance, risk management, audit readiness, and operational controls.
• Hands-on experience with ServiceNow or a comparable ITSM platform, including workflow management, reporting, automation, and data quality oversight.
• Strong communication skills with the ability to engage executive and technical audiences and translate technical issues into business impact and action plans.
• Demonstrated ability to influence cross-functional teams, drive accountability, and lead through ambiguity and high pressure situations.

Responsibilities

• Lead end-to-end response for high impact P1 and P2 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 recovery.
• Lead and mature enterprise service management practices across incident management, escalation, restoration, governance, and continuous improvement.
• Serve as a senior escalation point for high impact service issues, coordinating cross-functional response efforts and ensuring timely, risk-based decisions.
• Partner with engineering, architecture, operations, risk and business stakeholders to design scalable service management solutions.
• Drive process modernization through workflow optimization, automation, analytics, reporting, and ITSM platform enhancements (ServiceNow).
• Translate complex technical issues into clear business impact assessments, executive communications, and actionable recovery plans.
• Ensure incident and service management activities align with enterprise policies, audit requirements, and regulatory risk frameworks.
• Lead post-incident reviews, validate root causes and corrective actions, and coordinate with problem management to prevent recurrence.
• Define and monitor service metrics, dashboards, and performance indicators to improve MTTR and overall service health.
• Mentor team members and promote accountability, resilience, and continuous improvement.

Skills

IT Service Management

Incident Management

Operational Resilience

Governance

Automation

Workflow Optimization

Executive Communication

Stakeholder Management

Risk Based Decision Making

Team Leadership

Education

Bachelor's degree in Computer Science, Information Technology, Business Administration, Management, or related field

Tools

ServiceNow

Job description

Citizens Bank is seeking a Principal Service Management Specialist - Enterprise Incident Manager to lead enterprise incident management and governance across a regulated financial services environment.

The hybrid role requires onsite presence four days per week at designated hub locations, with remote work not available for this position. You will drive cross-functional responses, mature ITSM processes, and deliver measurable service improvements.