Senior Vice President, Infrastructure Services

BNY Mellon; Pittsburgh (Allegheny County); On-site; USD 180,000 - 240,000; Full time

Job summary

BNY Mellon is seeking an Incident & Problem Manager (SVP) to join Production Services Governance for Enterprise Incident, Availability & Problem Management in Pittsburgh, PA or Lake Mary, FL. You will lead and optimize enterprise incident and problem processes, drive governance, and strengthen risk-aware operations across engineering and platform teams.

This role requires deep ServiceNow expertise, 12+ years in technology operations, and a proven ability to influence senior leaders, design

Qualifications

• Advanced knowledge of ServiceNow including governance processes, workflow controls, data quality standards, reporting, metrics, and operational risk management capabilities.
• 12+ years of experience in Technology Operations, Production Services, ITSM, Operational Risk, Controls, or Technology Governance in a large financial services or highly regulated environment.
• Deep expertise in Incident Management, Problem Management, Availability Management, Major Incident Governance, and governance controls.
• Experience designing, implementing, or managing governance frameworks, control programs, audit remediation initiatives, and risk management requirements.
• Strong understanding of operational risk, control design, testing, issue management, root cause analysis, and remediation governance.
• Proven ability to influence senior technology leaders and drive enterprise-wide process improvements.

Responsibilities

• Drive continuous improvement of Enterprise Incident, Availability, and Problem Management processes across the firm, aligned to policies, standards, risk appetite, and regulatory expectations.
• Strengthen governance controls, data quality, and performance management within ServiceNow to improve adherence and transparency.
• Provide oversight of incident, problem, and availability risk trends and remediation actions with engineering and platform teams.
• Partner with Engineering, Risk, Audit, Compliance, and Technology leadership to identify control gaps and implement governance enhancements.
• Design and implement enterprise scorecards, governance reporting, KPIs, KRIs, and executive dashboards for production resilience and incident performance.
• Champion automation and AI-enabled governance capabilities within ServiceNow and related platforms.
• Foster a culture of accountability and continuous improvement to enhance production stability and resilience.

Skills

ServiceNow governance

Incident management

Problem management

Governance frameworks

Executive reporting

Stakeholder management

Leadership

Job description

At BNY, our culture allows us to run our company better and enables employees' growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world's investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance - and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.

We're seeking an Incident & Problem Manager (SVP) to join our Production Services Governance for Enterprise Incident, Availability & Problem Management team in Pittsburgh, PA or Lake Mary, FL.

In this role, you'll make an impact in the following ways:

• Drive continuous improvement of Enterprise Incident Management, Availability Management, and Problem Management processes across the firm, ensuring alignment to enterprise policies, standards, risk appetite, and regulatory expectations.
• Strengthen governance controls, quality standards, and performance management routines within ServiceNow to improve process adherence, data quality, control effectiveness, and operational transparency.
• Provide oversight of incident, problem, and availability risk trends, driving accountability for remediation actions, root cause quality, service stability improvements, and control compliance across engineering and platform teams.
• Partner with Engineering, Risk, Audit, Compliance, and Technology leadership to identify control gaps, implement governance enhancements, and ensure sustainable remediation of operational and regulatory risks.
• Drive the design and implementation of enterprise scorecards, governance reporting, KPIs, KRIs, and executive dashboards that provide actionable insights into production resilience, incident performance, availability trends, and problem management effectiveness.
• Champion automation and AI-enabled governance capabilities within ServiceNow and related platforms to improve incident quality, root cause analysis effectiveness, control monitoring, and management reporting.
• Build a culture of accountability, control discipline, and continuous improvement that enhances production stability, reduces recurring issues, and strengthens overall operational resilience.

To be successful in this role, we're seeking the following:

• Advanced knowledge of ServiceNow, including governance processes, workflow controls, data quality standards, reporting, metrics, and operational risk management capabilities.
• 12+ years of experience in Technology Operations, Production Services, IT Service Management (ITSM), Operational Risk, Controls, or Technology Governance within a large, complex financial services or highly regulated environment.
• Deep expertise in Incident Management, Problem Management, Availability Management, Major Incident Governance, Service Management controls, and operational resilience practices.
• Demonstrated experience designing, implementing, or managing governance frameworks, control programs, audit remediation initiatives, and regulatory or risk management requirements.
• Strong understanding of operational risk, control design, control testing, issue management, root cause analysis, and remediation governance.
• Proven ability to influence senior technology leaders and drive enterprise-wide process improvements across matrixed organizations.
• Experience developing and presenting executive-level reporting, risk assessments, governance scorecards, and strategic recommendations to senior management and oversight forums.
• Strong analytical skills with the ability to identify systemic issues, evaluate risk trends, and translate complex operational data into actionable insights. Exceptional leadership, communication, stakeholder management, and organizational skills, with the ability to build credibility across Technology, Risk, Audit, Compliance, and Executive leadership teams.

At BNY, our culture speaks for itself, check out the latest BNY news at:

BNY Newsroom

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Here’s a few of our recent awards:

America’s Most Innovative Companies, Fortune, 2025

World’s Most Admired Companies, Fortune 2025

"Most Just Companies", Just Capital and CNBC, 2025

Our Benefits and Rewards:

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay‑for‑performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.