Enterprise Service Management Lead

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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.

SMFG’s 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 organization’s extensive global network.

The Group’s 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.

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 group‑wide standards, policies, procedures, and data controls to ensure consistent and high‑quality 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 cross‑entity alignment in both operational response and post‑incident 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.

Primary Responsibilities – Governance & Oversight

• Lead and govern the unified IT Service Management standards, policies, and methodologies across all AD group companies in the Americas.
• Manage the ESM Analyst team and oversee the implementation and continual improvement of ESM processes.
• Establish a consistent ITIL-based governance model for IT Service Management, ensuring ongoing compliance and process adherence.
• Own and maintain data quality rules, controls, and hygiene practices for all ESM process areas.
• Provide reporting and analytics on process adoption, compliance trends, data quality, and operational effectiveness.
• Coordinate and run cross entity touchpoints with Business and Technology teams to review stability, risk themes, upcoming changes/outages, and process performance.
• Support training, awareness, and communication efforts to improve overall understanding and adoption of ESM processes.
• Liaise with IT, business, and other governance stakeholders to ensure end to end alignment.
• Evaluate the effectiveness of standards and procedures, focusing on improving consistency and reducing operational risk.
• Lead and drive continual improvement initiatives across ESM functions.

Secondary Responsibilities – Major Incident & Problem Management Support

• Support Major…