Senior Incident & Service Management Lead

Citizens; Johnston (RI); On-site; USD 120,000 - 160,000; Full time

Job summary

Citizens is seeking a Principal Incident Manager to provide strategic leadership in enterprise service management with a focus on incident management, resilience, governance, and automation. The role partners across technology, risk, architecture, and engineering to strengthen service stability and accelerate restoration in a highly regulated environment.

Key responsibilities include leading high-impact incident responses, maturing service management practices, and driving cross-functional

Qualifications

• 5+ years in IT Service Management, Incident Management, Technology Operations, or related discipline.
• Experience leading enterprise level service management or incident management activities within a complex, highly regulated environment.
• Hands-on experience with ServiceNow or a comparable ITSM platform, including workflow management, reporting, automation, and data quality oversight.

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 technical and business recovery.
• Lead and mature enterprise service management practices across incident management, escalation, restoration, governance, and continuous improvement processes.
• Serve as a senior escalation point for high impact service issues, coordinating cross-functional response efforts and ensuring timely, risk-based decision making.
• Partner with engineering, architecture, operations, business, and risk stakeholders to design scalable service management solutions and improve service reliability.
• Drive process modernization through workflow optimization, automation, analytics, reporting, and ITSM platform enhancements, including 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, regulatory expectations, and operational risk frameworks.
• Lead post‑incident reviews, validate root causes and corrective actions, and partner with problem management teams to prevent recurring service disruptions.
• Define and monitor service management metrics, dashboards, and performance indicators to improve mean time to restore, process adherence, data quality, and overall service health.
• Mentor team members, influence stakeholders without direct authority, and promote a culture of accountability, resilience, innovation, and continuous improvement.

Skills

IT Service Management

Incident Management

Stakeholder Management

Executive Communication

Risk Based Decision Making

Operational Resilience

Service Governance

Process Improvement

Automation and Workflow

Data Driven Decision Making

Team Leadership

Education

Bachelor's degree in Computer Science / IT / Business Administration

ITIL certification or equivalent

Additional certifications in IT Service Management

Tools

ServiceNow

Job description

Citizens is seeking a Principal Incident Manager to provide strategic leadership in enterprise service management with a focus on incident management, resilience, governance, and automation. The role partners across technology, risk, architecture, and engineering to strengthen service stability and accelerate restoration in a highly regulated environment.

Key responsibilities include leading high-impact incident responses, maturing service management practices, and driving cross-functional