Senior Director Enterprise Problem Management & Service Excellence

Senior Director, Enterprise Problem Management Execution & Insights

Company:
Truist Financial

Location:

Charlotte, NC

Employment Type:

Full Time

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

The Senior Director of Enterprise Problem Management Execution & Insights is a critical leadership role within Core Technology & Operations, responsible for advancing the banks operational stability, resiliency, and service maturity. This role redefines traditional problem management, transforming it into an enterprise insight engine that uncovers deep systemic issues and drives lasting improvements across process, technology, and support models. By leveraging patterns in operational data and identifying automation opportunities across the technology lifecycle, this director will help deliver a more resilient, efficient, and predictable technology environment.

The role will report directly to the Head of Enterprise Production Services and serve as a key voice in shaping the future of enterprise technology operations.

• Set strategic direction for the assigned work area in alignment with the Business Strategy and Technology standards and provide thought leadership in the development of an enterprise strategic IT plan.
• Develop and lead a high‑performing team, fostering a culture of collaboration, innovation, and continuous improvement.
• Provide triage leadership and communications for all high-priority incidents, ensuring effective and timely resolution of issues to minimize business and client impact.
• Collaborate with cross-functional teams to perform Problem Management for all high-priority incidents, identifying root cause, and implementing the permanent fix.
• Maintain a high level of awareness and understanding of existing and emerging technologies, as well as industry and bank issues, to effectively match them.
• Utilize ITIL framework expertise to establish and enhance Incident and Problem Management processes.
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of Stability, Incident Management and Problem Management processes.
• Liaise with executive leadership to communicate application/system stability, Incident Management and Program Management status, providing recommendations for improvement.
• Plan and develop budgets and perform salary administration duties to meet budgetary goals.
• Drive the development and maintenance of a knowledge base to streamline incident resolution and problem identification.
• Lead staff (to include development, counseling, conducting performance appraisals, setting performance expectations etc.) and evaluate processes on a regular basis. Implement new or improved processes or procedures that improve quality of work produced by the unit or eliminates/reduces operating expenses.
• Maintain appropriate Risk Profile through owning the first line of Risk defense, proactively identifying risks, and implementing the necessary mitigations where warranted. Partner effectively with 2nd line of defense, Auditor, and regulators to ensure Risk is identified and mitigated appropriately.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering or related disciplines.
• Equivalent combination of advanced education and related experience, which could include any combination of: fifteen years experience managing system/application engineers and leading production support/operations in an enterprise-scale environment, ten years relevant business experience (i.e. making technical-related decisions on the business side), five years managing a large staff (including managing managers), and five years experience with budget responsibilities.
• Proven experience driving incident management triage and establishing strong command and control and clear accountability and methodical evaluation of complex issue scenarios.
• Proven experience with IT service management (ITSM) practices and tools, such as Service Now.
• Extensive experience with…