Technology Support Director – Premier Client

JPMorganChase; Chicago (IL); On-site; USD 166,000 - 285,000; Full time

Job summary

JPMorganChase in Chicago and Palo Alto seeks a Technology Support Director to lead a global client-facing technology support team servicing premier Payments and Global Banking clients.

This role partners with product, sales, implementation, and service teams to improve outcomes, monitor performance, and drive actions to enhance stability and client satisfaction. It emphasizes governance, risk, and AI-enabled transformation.

Qualifications

• 7+ years of experience troubleshooting, resolving, and maintaining information technology services.
• Experience leading teams in a client-facing technology support, service delivery, relationship management, or commercial leadership role within financial services.
• Proven ability to manage complex, high-value client relationships and influence senior client stakeholders.
• Experience operating in a global, matrixed environment across multiple regions and cultures.
• Strong risk and controls mindset, including experience partnering effectively with control functions and adhering to policies and procedures.
• Experience leading disciplined issue management practices, including escalation management and service recovery.
• Excellent communication skills, with ability to synthesize complex topics and present clearly to senior executives and clients.
• Bachelor’s degree required.

Responsibilities

• Lead a global technology support team focused on service health, operational excellence, and a seamless client experience for strategic Payments and Global Banking clients.
• Partner with product, sales, implementation, and service teams to deliver measurable improvements in client outcomes and service performance.
• Monitor systems performance (trends, health, client activity, and service metrics) and drive actions that improve stability, responsiveness, and client satisfaction.
• Establish consistent operating routines across regions for onboarding readiness, implementation support, and ongoing service management.
• Drive operational rigor in incident management, problem management, service recovery, and continuous improvement across regions.
• Ensure effective governance over client engagements and escalations, coordinating with Compliance, Risk, Legal, and Operations as needed.
• Promote a culture of conduct excellence, operational discipline, and strong controls aligned to policies and procedures.
• Build strong partnerships with regional leaders and cross-functional stakeholders to align on strategy, resources, priorities, and client outcomes.
• Prepare and deliver executive-ready updates on portfolio performance, key risks, strategic initiatives, and priority actions.
• Sets reuse-first expectations for enterprise-authorized AI adoption within the work environment across support operations to accelerate incident insights and operational reporting, with human-in-the-loop validation and appropriate handling of sensitive data.
• Establishes governance standards for AI-assisted workflows used in incident/problem/change processes (including documentation and trend analysis), ensuring traceability/auditability and alignment to resiliency and security expectations.

Skills

Leadership

Client-facing

Global team

Risk & controls

Issue management

Communication

AI governance

Education

Bachelor’s degree

Job description

Technology Support Director – Premier Client

Palo Alto, CA, United States and 1 more

Job Schedule Full time

Base Pay/Salary

Palo Alto,CA $194,750.00-$285,000.00; Chicago,IL $166,250.00-$245,000.00

3223 Hanover St, Palo Alto, CA, 94304, US

10 S Dearborn St, Chicago, IL, 60603, US

Embark on a transformative journey in technology risk management at a leading financial firm. You will help shape how we deliver a resilient, high-quality technology experience to some of our most strategic, highest-revenue clients. You will work with partners across regions and functions to strengthen operational excellence, enable change safely, and ensure outcomes align with regulatory expectations and business goals.

Job Responsibilities

• Lead a global technology support team focused on service health, operational excellence, and a seamless client experience for strategic Payments and Global Banking clients.
• Partner with product, sales, implementation, and service teams to deliver measurable improvements in client outcomes and service performance.
• Monitor systems performance (trends, health, client activity, and service metrics) and drive actions that improve stability, responsiveness, and client satisfaction.
• Establish consistent operating routines across regions for onboarding readiness, implementation support, and ongoing service management.
• Drive operational rigor in incident management, problem management, service recovery, and continuous improvement across regions.
• Ensure effective governance over client engagements and escalations, coordinating with Compliance, Risk, Legal, and Operations as needed.
• Promote a culture of conduct excellence, operational discipline, and strong controls aligned to policies and procedures.
• Build strong partnerships with regional leaders and cross-functional stakeholders to align on strategy, resources, priorities, and client outcomes.
• Prepare and deliver executive-ready updates on portfolio performance, key risks, strategic initiatives, and priority actions.
• Sets reuse-first expectations for enterprise-authorized AI adoption within the work environment across support operations to accelerate incident insights and operational reporting, with human-in-the-loop validation and appropriate handling of sensitive data.
• Establishes governance standards for AI-assisted workflows used in incident/problem/change processes (including documentation and trend analysis), ensuring traceability/auditability and alignment to resiliency and security expectations.

Required qualifications, capabilities, and skills

• 7+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated experience leading teams in a client-facing technology support, service delivery, relationship management, or commercial leadership role within financial services.
• Proven ability to manage complex, high-value client relationships and influence senior client stakeholders.
• Experience operating in a global, matrixed environment across multiple regions and cultures.
• Strong risk and controls mindset, including experience partnering effectively with control functions and adhering to policies and procedures.
• Experience leading disciplined issue management practices, including escalation management and service recovery.
• Excellent communication skills, with ability to synthesize complex topics and present clearly to senior executives and clients.
• Demonstrated experience leading safe use of enterprise-authorized AI capabilities within the work environment within production support workflows, including validation practices and awareness of data sensitivity.
• Ability to define review/approval and escalation expectations for AI-assisted recommendations while maintaining operational, security, and auditability outcomes
• Bachelor’s degree required.

Preferred qualifications, capabilities, and skills

• Experience supporting multinational corporate clients and coordinating coverage across regions.
• Knowledge of transaction banking and payments solutions, such as cash management, treasury services, liquidity solutions, payables and receivables, and cross-border payments.
• Experience leading through transformation or change, such as operating model buildout, process modernization, or client experience initiatives.
• Demonstrated ability to build and develop talent and foster a high-performance culture.
• This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorgan Chase’s review of criminal conviction history, including pretrial diversions or program entries.

About Us

• We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location.
• Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
• We also offer a range of benefits and programs to meet employee needs, based on eligibility.
• These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more.
• Additional details about total compensation and benefits will be provided during the hiring process.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans.

About the Team

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.