Senior Service Management Specialist - Incident Manager
Enterprise Incident Management
Position Summary
The Senior Service Management Specialist leads enterprise incident management activities to ensure timely restoration of critical services and minimize business disruption, financial exposure, and reputational risk. This role coordinates high priority incident response across technology, business, risk, legal, communications, and executive stakeholders while maintaining strong governance, clear communication, and adherence to enterprise service management practices.
Key Responsibilities
• Lead end to end response for high impact P1 and P2 enterprise incidents, including intake, assessment, escalation, coordination, restoration, and post incident follow up.
• Facilitate major incident bridge calls, establish clear ownership, and drive cross functional teams toward timely technical and business recovery.
• Serve as the central coordination point for Technology Operations, Risk, Legal, Communications, executive leadership, and other key stakeholders.
• Prepare and deliver timely incident communications, executive updates, status summaries, and escalation notices.
• Ensure incidents are documented accurately in systems of record, including timelines, decisions, actions, impacts, and recovery milestones.
• Enforce incident classification, prioritization, escalation, regulatory, audit, and governance requirements.
• Lead post incident reviews, identify lessons learned, and partner with problem management teams to drive root cause remediation and recurrence prevention.
• Use incident metrics, trends, and service management data to improve response effectiveness, resilience, automation, and operational maturity.
• Support emergency change processes and promote ITIL aligned service management practices in an Agile, fast paced environment.
Required Qualifications
• 5 or more years of experience in IT Service Management, Incident Management, IT Support, or a related discipline.
• Proven experience leading major incident response in a complex enterprise environment.
• Experience coordinating technical, business, risk, and executive stakeholders during high pressure operational events.
• Strong written and verbal communication skills, including executive level incident communications.
• Hands on experience with ServiceNow or an equivalent ITSM platform.
• Knowledge of ITIL based incident, problem, change, escalation, and service management practices.
• Experience navigating large corporate environments, preferably in a highly regulated industry such as financial services.
Preferred Qualifications
• ITIL v3, ITIL 4, or equivalent service management certification.
• Experience managing regulatory, cyber, operational risk, or enterprise impacting incidents.
• Experience improving incident response through automation, observability, reporting, and process optimization.
Education and Certifications
• Bachelor's degree in Computer Science, Business Administration, Management, Information Technology, or a related field preferred.
• Additional certifications in incident management, risk management, or service management preferred.
Hours and Work Schedule
Hours per Week: 40
Work Schedule: Monday to Friday
Pay Transparency
The salary range for this position is $100,000 to $135,000 per year, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including, but not limited to, the budget, work location, and relevant skills and experience.
Benefits
Comprehensive benefits include medical, dental, and vision coverage, retirement plans, parental leave, flexible work arrangements, education reimbursement, wellness programs, and generous paid time off exceeding local requirements.
https://jobs.citizensbank.com/benefits
About Us
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
Equal Employment and Opportunity Employer
Job Applicant Data Privacy Policy
Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.
Skills Required
- 5 or more years of experience in IT Service Management, Incident Management, IT Support, or related discipline
- Proven experience leading major incident response in a complex enterprise environment
- Experience coordinating technical, business, risk, legal, communications, and executive stakeholders during high pressure events
- Strong written and verbal communication skills, including executive level incident communications
- Hands-on experience with ServiceNow or an equivalent ITSM platform
- Knowledge of ITIL based incident, problem, change, escalation, and service management practices
- Experience navigating large corporate environments, preferably in a highly regulated industry such as financial services
- ITIL v3, ITIL 4, or equivalent service management certification
- Experience managing regulatory, cyber, operational risk, or enterprise-impacting incidents
- Experience improving incident response through automation, observability, reporting, and process optimization
- Bachelor's degree in Computer Science, Business Administration, Management, Information Technology, or related field
- Additional certifications in incident management, risk management, or service management
Citizens Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Citizens and has not been reviewed or approved by Citizens.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive, with multiple plan options and preventive care highlighted as fully covered. Mental-health support is also emphasized through EAP-style counseling access and app-based support.
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Retirement Support — Retirement benefits are described as meaningful, including an employer match and additional company contributions in some descriptions. Stock purchase features and occasional profit-sharing framing add to the overall retirement-and-wealth picture.
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Leave & Time Off Breadth — Time-off benefits are described as generous, including a substantial PTO bank, paid holidays, and sizeable parental leave. Adoption assistance and emergency backup care are also presented as part of the leave-related support set.
Citizens Insights
What We Do
As one of the oldest and largest financial services firms in the United States with a history dating back to 1828, we’re committed to providing solutions and expertise that support our customers, clients, colleagues, and communities in what’s next on their own unique journey. We invest in the humans who build the logic, ideas, and innovations that bring new technologies to life. Investments in AI, cloud computing, machine learning and automation provide our engineers the tools that enable us to remain competitive and win in today’s environment. At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do. Whether you’re considering banking with us or looking to work with us, you’ll find a customer-centric culture and a supportive, collaborative workforce at Citizens. You’re made ready and so are we. If you're ready to advance your career in technology and security, learn more about opportunity's Citizens offers here: https://jobs.citizensbank.com/digital-transformation
Why Work With Us
We empower the colleagues that power our tech. With growth & upskilling opportunities and sought-after benefits, plus a diverse culture of people and perspectives, we help our colleagues achieve career goals. Because innovation can’t happen without the minds and hearts of our people. Technology is constantly evolving, and we believe you can too.
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