Technology Senior Manager - Service Reliability & Operations

M&T Bank Corporation; Buffalo (NY); Hybrid; USD 148,000 - 247,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

401(k) match

PTO and holidays

Volunteer hours

Job summary

M&T Bank Corporation is seeking a Tech Senior Manager for Service Reliability & Operations in Buffalo, NY. You will lead the strategy, governance, and modernization of 24x7x365 technology operations, driving incident, problem, change, and major incident management with a focus on automation, observability, and analytics to improve service quality and customer outcomes.

You will collaborate across Infrastructure, Cybersecurity, and App Development, building mature processes, dashboards, and

Qualifications

• Minimum 13 years of combined higher education and/or work experience, including 4 years in technology or systems and 9 years in technology leadership.
• Strong expertise in Incident, Problem, Change, and Major Incident Management with ITIL knowledge.
• Experience leading ServiceNow-enabled process improvement and automation initiatives.
• Proven ability to build operational reporting, observability, and performance management capabilities.

Responsibilities

• Provide strategic leadership for technology operations and service management.
• Develop and execute a modernization roadmap for automation and continuous improvement.
• Oversee Incident, Major Incident, Problem, Change, and Command Center operations.
• Advance AI, automation, and analytics to improve reliability and customer outcomes.
• Foster partnerships with Infrastructure, Cybersecurity, and App Dev leaders.
• Develop high-performing teams and promote accountability, collaboration, and continuous improvement.

Skills

Strategic leadership

ITIL frameworks

Incident/Problem/Change management

Delivery governance

Automation & AI

Observability & analytics

Cross-functional collaboration

Executive communication

Team development

Risk management

Education

Bachelor's degree in technology, engineering, or business

Tools

ServiceNow

Azure

AIOps

Job description

Position Summary

The Tech Senior Manager for Service Reliability & Operations is responsible for leading the strategy, governance, modernization, and continuous improvement of the capabilities that support 24x7x365 technology operations. This leader will drive operational excellence across Incident, Problem, Change, Major Incident, and Command Center operations while advancing the organization's use of automation, AI, observability, and analytics to improve service reliability and customer outcomes. Working closely with Infrastructure, Cybersecurity, Application Development, and business stakeholders, this role will identify opportunities to enhance operational performance, remove organizational barriers, reduce operational risk, and establish modern service management practices that enable stable, resilient technology services.

Key Responsibilities

Operational Leadership

Provide strategic leadership for technology operations and service management functions. Establish and execute a roadmap for operational modernization, automation, and continuous improvement. Drive operational excellence across enterprise technology services and support functions.

Service Management Oversight

Provide operational oversight for: Incident Management Major Incident Management Problem Management Change Management and CAB Infrastructure Command Center Operations Production Support Operational Readiness Operational Excellence & Modernization Advance Problem Management maturity through proactive analysis, root cause management, and trend identification. Modernize Change Management through automation, risk-based controls, and streamlined processes. Enhance operational routines, governance, and performance measurement frameworks. Drive the adoption of AI, automation, and advanced analytics to improve operational effectiveness.

Observability, Analytics & Reporting

Develop best-in-class operational reporting and executive dashboards. Build technology and business observability capabilities that provide actionable insights and clear visibility into customer impact. Establish meaningful metrics that drive accountability, performance improvement, and informed decision‑making.

Partnership & Stakeholder Engagement

Build strong partnerships with Infrastructure, Cybersecurity, Application Development, and Operations leaders. Identify opportunities to improve service reliability, operational efficiency, and customer experience. Lead cross‑functional efforts to address systemic issues and operational challenges.

Talent & Organizational Leadership

Develop and lead high‑performing teams. Assess organizational structures, capabilities, and skillsets to ensure alignment with strategic objectives. Foster a culture of accountability, collaboration, innovation, and continuous improvement.

Required Qualifications

A combined minimum of 13 years’ higher education and/or work experience, including a minimum of 4 years’ technology or systems experience and 9 years' technology management / program leadership experience including people management Deep expertise in Incident, Problem, Change, and Major Incident Management. Strong understanding of ITIL practices and operational governance frameworks. Experience leading ServiceNow-enabled process improvement and automation initiatives. Proven experience building operational reporting, observability, and performance management capabilities. Experience managing technology operations within complex hybrid environments, including cloud and on-premises platforms. Demonstrated success leading organizational transformation and developing high‑performing teams.

Preferred Qualifications

Bachelor's degree in a technology, engineering, or business-related field. ITIL v4 certification or equivalent. 10-15 years of progressive leadership experience in technology operations, infrastructure, or IT service management. Experience with AIOps, automation, and advanced analytics platforms. Familiarity with Azure and cloud operations. Experience leading Command Center or NOC organizations. Financial services or other highly regulated industry experience.

We support our team members with generous benefits.

• Competitive compensation
• Health, welfare, and retirement benefits
• 401(k) match at 5%
• Banking Officers start with 25 days PTO plus 12 paid holidays
• 40 hours paid volunteer hours per year
• Much more.

For details, see: M&T Benefits Overview

M&T Bank pay range

The pay range for this position is $148,300.00 - $247,100.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America

About M&T Bank

Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people's lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long‑lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more.

Equal Employment Opportunity Statement

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.