Enterprise Service Management Lead

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFGu2019s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges. In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organizationu2019s extensive global network. The Groupu2019s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd. The anticipated salary range for this role is between and . The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees. Role Description The AD Technology Enterprise Service Management (ESM) Director will lead the governance, standardization, and improvement of IT Service Management (focusing on Incident, Problem, Request, and Change Management) across the Americas Division. The primary focus of this role is to establish, maintain, and enforce unified groupu2011wide standards, policies, procedures, and data controls to ensure consistent and highu2011quality execution of ESM processes across all entities. In addition to governance responsibilities, the Director will also provide support for Major Incident and Problem Management activities. This includes assisting during critical events, ensuring adherence to escalation protocols, monitoring quality of execution, and driving crossu2011entity alignment in both operational response and postu2011incident accountability. The Director will manage the ESM Analyst team, drive process improvements, support transformation initiatives, and provide reporting and insights related to data quality, user adoption, operational effectiveness, and risk reduction. Responsibilities: Primary Responsibilities u2013 Governance & Oversight u2022 Lead and govern the unified IT Service Management standards, policies, and methodologies across all AD group companies in the Americas. u2022 Manage the ESM Analyst team and oversee the implementation and continual improvement of ESM processes. u2022 Establish a consistent ITIL-based governance model for IT Service Management, ensuring ongoing compliance and process adherence. u2022 Own and maintain data quality rules, controls, and hygiene practices for all ESM process areas. u2022 Provide reporting and analytics on process adoption, compliance trends, data quality, and operational effectiveness. u2022 Coordinate and run cross entity touchpoints with Business and Technology teams to review stability, risk themes, upcoming changes/outages, and process performance. u2022 Support training, awareness, and communication efforts to improve overall understanding and adoption of ESM processes. u2022 Liaise with IT, business, and other governance stakeholders to ensure end to end alignment. u2022 Evaluate the effectiveness of standards and procedures, focusing on improving consistency and reducing operational risk. u2022 Lead and drive continual improvement initiatives across ESM functions. Secondary Responsibilities u2013 Major Incident & Problem Management Support (These responsibilities are supportive in nature and complementu2014not replaceu2014the governance focus.) u2022 Support Major Incident Managers during high severity incidents by ensuring adherence to established protocols, advising on communication standards, and providing governance oversight during and after events. u2022 Participate in or facilitate post incident reviews to ensure root cause identification, corrective actions, and governance commitments are properly documented and executed. u2022 Perform trend analysis on recurring incidents and problem records, identifying systemic issues and recommending process or control improvements. u2022 Support cross entity alignment by ensuring escalation paths, responsibilities, and processes for Major Incidents and Problem Management remain consistent across the region. u2022 Provide guidance, coaching, and enhancement recommendations to teams executing Incident, Major Incident, and Problem workflows. u2022 Monitor and report on key operational metrics such as MTTR, recurring incidents, aging problems, and systemic issues. u2022 Ensure high quality data entry in incident and problem records, reinforcing adherence to documentation and evidence standards. Additional Responsibilities u2022 Develop and deliver clear, concise executive communications on process performance, risks, and improvement opportunities. u2022 Support risk mitigation planning related to service stability and process gaps. u2022 Coach managers and technical teams on IT Service Management best practices. u2022 Support organizational design initiatives related to ESM roles and capabilities. u2022 Partner closely with senior leaders to improve cross functional engagement and collaboration. u2022 Track and report issues, risks, and process breakdowns and escalate where necessary. u2022 Define and measure process success metrics, driving transparency and accountability across teams. Qualifications u2022 Strong understanding of Incident, Major Incident, and Problem Management with experience in both governance and operational support. u2022 Experience designing and governing ITIL-based processes. u2022 Excellent communication skills, including the ability to engage senior leaders and influence diverse stakeholder groups. u2022 Strong analytical skillset involving trend analysis, process measurement, and data driven decision making. u2022 Ability to build and maintain collaborative relationships across all levels of the organization. u2022 Leadership experience managing high performing teams. u2022 Strong business acumen, strategic thinking, and ability to drive multi entity alignment. u2022 Experience supporting organizational transformation or standardization initiatives. Critical Job Knowledge and Core Competencies u2022 Executive-level communication and the ability to guide, influence, and gain consensus across varying groups. u2022 Ability to manage sensitive matters with discretion, integrity, and professionalism. u2022 Strong leadership presence, innovation mindset, and ability to manage change effectively. u2022 Ability to remain calm and professional during critical events and support effective decision-making. u2022 Work Experience: 10+ years in Incident Management, Problem Management, IT governance, or a related technology leadership discipline. u2022 Education: MS/MA/MBA preferred. SMBCu2019s employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required. SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at , including Disability/veterans

Created: 2026-03-07