US Service Management Head

Nomura; New York (NY); On-site; USD 220,000 - 270,000; Full time

Job summary

Nomura seeks an US Service Management Head in New York to lead production operations for CTO systems nationwide. You will ensure stability, performance, and resilience while coordinating with global CTO teams and local units.

The role emphasizes risk management, platform migrations, and incident response in a banking technology environment. Executive Director level leadership oversees cross-functional teams, interfaces with risk and audit functions, and drives service excellence across Wholesale

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field.
• 15–20 years of progressive production support and major incident management.
• Experience in large-scale financial services tech environments.

Responsibilities

• Oversee production stability and performance of CTO systems across the US.
• Collaborate with local and global teams, manage multiple business-unit staff.
• Lead migration to standardized group platforms and ensure service excellence.
• Proactively manage IT operational risk and regulatory compliance.
• Support global follow-the-sun operations and incident response.

Skills

Stakeholder management

Communication skills

Leadership

Presentation skills

Collaboration

Education

Bachelor's degree in Computer Science, Engineering, or related technical field

Tools

ITIL framework

Public Cloud knowledge

Identity management

Job description

Job Title: US Service Management Head

Department: Technology

Location: New York

Corporate Title: Executive Director

The pay range for this position at commencement of employment is expected to be between $220,000 -$270,000 per year* (see below footnote for additional compensation and benefits information).

Company Overview

Nomura is a financial services group with an integrated global network. By connecting markets East & West, we service the needs of individuals, institutions, corporates and governments through our four business divisions: Wealth Management, Investment Management, Wholesale (Global Markets and Investment Banking) and Banking.

Driven by the insights of some 28,000 people worldwide, we put our clients at the center of everything we do, delivering unparalleled access to, from and within Asia. For further information about Nomura, visit www.nomura.com

Aon’s Benefit Index®, Nomura’s benefits rank #1 amongst our competitors

Department Overview

The Information Technology department at Nomura is at the forefront of innovation, driving technology solutions that empower our business and enhance client experiences. We leverage cutting-edge technologies to develop and maintain robust systems and infrastructure, ensuring the security, reliability, and efficiency of our operations. Join our team and be part of a dynamic and collaborative environment that embraces technological advancements to deliver value and drive our digital transformation journey.

Key Responsibilities

Production Operations Management

• Oversee production stability and performance of CTO systems across the US, including desktops, servers, databases, network infrastructure, storage systems, and identity management
• Ensure seamless operation of critical technology infrastructure supporting our financial services operations
• Monitor and optimize system performance to meet stringent financial services availability requirements

Stakeholder Management & Collaboration

• Collaborate effectively with local Application Production Support Teams and global CTO Product teams
• Exercise matrix responsibility for local operational staff across multiple business units
• Manage relationships with diverse stakeholders across Wholesale Banking, Asset Management, and Wealth Management divisions
• Balance local Japanese business requirements with global standardization initiatives

Platform Migration & Service Excellence

• Lead the operational aspects of migrating applications to standardized group platforms
• Maintain and improve stability and service levels during complex system transitions
• Develop and implement strategies to minimize business disruption during consolidation activities
• Establish robust testing and rollback procedures for critical system changes

Risk Management & Compliance

• Proactively manage IT Operational Risk in accordance with regulatory requirements
• Maintain strong relationships with control functions including Internal Audit, Risk Management, and Compliance
• Ensure adherence to financial services regulatory standards and internal governance frameworks
• Implement and maintain operational resilience capabilities

Global Operations Integration

• Function as an integral part of our global "follow the sun" operational model
• Support Major Incident Management processes across time zones
• Participate in Cyber Security incident response and recovery procedures
• Contribute to enterprise-wide Operational Resilience initiatives

Required Qualifications

Experience & Education

• 15-20 years of progressive experience in Production Support and Major Incident Management
• Bachelor's degree in Computer Science, Engineering, or related technical field
• Proven track record in large-scale financial services technology environments

Language & Communication Skills

• Exceptional communication skills with ability to engage effectively with local US and international stakeholders
• Strong presentation and documentation capabilities

Leadership & Interpersonal Skills

• Demonstrated excellence in stakeholder management across diverse business units
• Strong collaboration skills with ability to work effectively in matrix organizational structures
• Proven influencing capabilities to drive consensus and action without direct authority
• Cultural sensitivity and ability to bridge Japanese business practices with international standards

Technical Competencies

• Deep understanding of enterprise infrastructure components (servers, databases, networks, storage)
• Experience with identity management and security systems
• Knowledge of ITIL or similar service management frameworks
• Familiarity with financial services regulatory requirements and operational risk management
• Public Cloud Technology knowledge desirable.

What We Offer

• Opportunity to lead critical technology transformation initiatives
• Exposure to cutting-edge financial services technology platforms
• Collaborative international working environment
• Professional development opportunities within a global organization
• Competitive compensation package commensurate with experience

Nomura Leadership Behaviours

• Explore Insights & Vision: Identify the underlying causes of problems faced by you or your team and define a clear vision and direction for the future.
• Making Strategic Decisions : Evaluate all the options for resolving the problems and effectively prioritize actions or recommendations.
• Inspire Entrepreneurship in People : Inspire team members through effective communication of ideas and motivate them to actively enhance productivity.
• Elevate Organizational Capability : Engage proactively in professional development and enhance team productivity through the promotion of knowledge sharing.
• Inclusion : Foster a culture of inclusion and psychological safety in the workplace and cultivate a "Risk Culture" (Challenge, Escalate and Respect).
• base pay offered may vary depending on multiple individualized factors, including market location, corporate and functional title and duties, job-related knowledge and advanced degrees, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired in the U.S., employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors”.

Nomura is an Equal Opportunity Employer