Senior Vice President, Infrastructure Services

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary. We're seeking an Incident & Problem Manager (SVP) to join our Production Services Governance for Enterprise Incident, Availability & Problem Management team in Pittsburgh, PA or Lake Mary,  this role, you'll make an impact in the following ways:

Drive continuous improvement of Enterprise Incident Management, Availability Management, and Problem Management processes across the firm, ensuring alignment to enterprise policies, standards, risk appetite, and regulatory expectations.

Strengthen governance controls, quality standards, and performance management routines within Service Now to improve process adherence, data quality, control effectiveness, and operational transparency.

Provide oversight of incident, problem, and availability risk trends, driving accountability for remediation actions, root cause quality, service stability improvements, and control compliance across engineering and platform teams.

Partner with Engineering, Risk, Audit, Compliance, and Technology leadership to identify control gaps, implement governance enhancements, and ensure sustainable remediation of operational and regulatory risks.

Drive the design and implementation of enterprise scorecards, governance reporting, KPIs, KRIs, and executive dashboards that provide actionable insights into production resilience, incident performance, availability trends, and problem management effectiveness.

Champion automation and AI-enabled governance capabilities within Service Now and related platforms to improve incident quality, root cause analysis effectiveness, control monitoring, and management reporting.

Build a culture of accountability, control discipline, and continuous improvement that enhances production stability, reduces recurring issues, and strengthens overall operational resilience.

To be successful in this role, we're seeking the following:

Advanced knowledge of Service Now, including governance processes, workflow controls, data quality standards, reporting, metrics, and operational risk management capabilities.
12+ years of experience in Technology Operations, Production Services, IT Service Management (ITSM), Operational Risk, Controls, or Technology Governance within a large, complex financial services or highly regulated environment.

Deep expertise in Incident Management, Problem Management, Availability Management, Major Incident Governance, Service Management controls, and operational resilience practices.

Demonstrated experience designing, implementing, or managing governance frameworks, control programs, audit remediation initiatives, and regulatory or risk management requirements.

Strong understanding of operational risk, control design, control testing, issue management, root cause analysis, and remediation governance.

Proven ability to influence senior technology leaders and drive enterprise-wide process improvements across matrixed organizations.

Experience developing and presenting executive-level reporting, risk assessments, governance scorecards, and strategic recommendations to senior management and oversight…