Infra Tech Lead Analyst - Vice President

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Job Overview

Job Overview

Citi's IT Service Management (ITSM) organization supports hundreds of thousands of IT incidents, problems, changes and requests each year, enabling Citi to deliver on its business-driven priorities. The IT Service Management Process Lead is a key member of the IT Service Management Office and drives the end-to-end management and optimization of one or more critical ITSM processes.

As a senior IT Service Management Process Lead, you will be a primary driver in the creation, development, and execution of both short, medium, and long-term continuous improvement strategy for IT Service Management processes at Citi. Working closely with ITSM Process Owners, operational execution/delivery owners, along with customers and stakeholders, you will lead initiatives to set advanced process strategy, oversee the development and operation of a robust continual service improvement roadmap across process, technology, and people, while ensuring stringent adherence to audit, risk, and compliance needs.

Key Responsibilities

• Assist in leading the definition and continuous refinement of the enterprise ITSM process strategy, ensuring alignment with ITIL v4, business goals, risk tolerance, and optimal customer experience.
• Provide strategic support and guidance to governance boards and councils, actively securing alignment on priorities, funding, and KPIs.
• Spearhead the development and implementation of an integrated model linking process, service, platform, and data decisions.
• Oversee the maintenance and enforcement of authoritative standards, procedures, and control objectives, ensuring robust audit readiness and compliance.
• Direct initiatives to standardize and optimize process and workflows across multiple functions to significantly improve efficiency and reduce operational risk.
• Strategically manage and prioritize the comprehensive backlog of process enhancements, ensuring alignment with overall value, risk reduction, and strategic fit for the Process Owner.
• Lead cross-functional stakeholder engagements to drive improvements from conceptualization through successful realization, acting as a primary point of contact for complex issues.
• Act as a senior ambassador and definitive "voice of the process" for Process Owners, engaging with executives, platform teams, and frontline support to articulate strategy and garner support.
• Develop and implement advanced communication strategies to tailor messaging, visuals, and tone for diverse audiences, facilitating clear, data-driven executive decision-making.
• Drive the strategic design, analysis, and action planning for customer satisfaction surveys, translating insights into actionable process improvements.
• Actively contribute to and represent Citi in ITSM communities, conferences, and analyst briefings, proactively identifying and integrating external best practices and emerging trends into the enterprise roadmap.
• Facilitate resolution of complex process impediments and challenges, collaborating with various teams to implement effective solutions.

GENERAL CHARACTERISTICS FOR SUCCESS:

The successful candidate will need to be a hands-on self-starter, capable of working with others around the world. This includes:

• Pro-active, can-do approach
• Customer focus
• Accuracy and attention to detail
• Personal commitment/Flexibility
• Excellent interpersonal and communication skills
• Demonstrable ability to multi-task and prioritize effectively
• Dynamic, enthusiastic, confident, reliable team member
• Strong performance record with history of increased responsibility

EXPERIENCE & EDUCATIONAL PREFERENCES

• Bachelor’s degree in information systems, Computer Science, or related field preferred
• Deep working knowledge of ITIL v4 – Foundation required; Managing Professional preferred.
• 5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience.
• Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design.
• Conversant across infrastructure, applications, and cloud technologies
• Outstanding written, verbal, and non-verbal communication; proven influencer who adapts rapidly to different audiences.
• Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders.
• Knowledge of large enterprise controls (SOX, ISO) and audit remediation
• Experience scaling ITSM processes for global organizations
• SharePoint designer / design experience a plus
• ServiceNow CIS-ITSM or PMP/PMI-ACP a plus
• Familiarity with Jira Service Management and Jira a plus
• Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management) a plus
• Lean Six Sigma/Black Belt advantageous

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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