IT Service Management Lead Rockville, MD

About Us

Capital Bank N.A. is headquartered in Maryland and has been serving our communities since 1999. We stand as a publicly traded company (NASDAQ: CBNK) with over $3 billion in assets. We offer commercial and consumer banking services to clients primarily in Maryland, DC, and Northern Virginia, alongside two nation-wide lending brands;
Capital Bank Home Loans and Open Sky, a credit card division that offers and services credit cards across all states. Our personalized approach to banking, paired with cutting‑edge technology solutions and a comprehensive suite of products and services, fuels our growth, and enables us to support our customers at every stage in their financial journey.

Come join a bank where our employees thrive and are engaged in meaningful work. For the last 6 out of 7 years, Capital Bank was named one of the "Best Banks to Work For" in the U.S. by American Banker.

The IT Service Management (ITSM) Lead is responsible for the strategic direction, governance, operational performance, and continuous improvement of the Bank’s IT service management platform, processes, and supporting team. This role serves as the owner of the Service Now platform and leads the ITSM function, ensuring the platform is secure, stable, well‑governed, and aligned to business, operational, and regulatory requirements. The ITSM Lead establishes and matures ITIL-based practices, drives workflow automation and service improvements, manages platform demand and priorities, and develops a high-performing ITSM team that delivers reliable service management capabilities across the organization.

• Own the Service Now platform strategy, roadmap, lifecycle, and overall health, including administration, configuration standards, upgrades, release planning, and long‑term scalability
• Lead and manage the ITSM team, including workload prioritization, coaching, performance management, professional development, and establishment of clear roles, standards, and accountability.
• Establish, govern, and continuously improve ITIL-based processes, including incident, request, problem, change, knowledge, service catalog, asset, configuration, and major incident management
• Serve as the primary owner for platform governance, including intake, prioritization, release discipline, documentation standards, change control, and alignment with enterprise architecture, security, and compliance expectations
• Drive Service Now adoption and workflow standardization across IT and business functions by partnering with stakeholders to identify opportunities for automation, efficiency, and improved user experience
• Oversee CMDB, service mapping, and ITOM‑related practices to improve configuration data quality, operational visibility, impact analysis, and service reliability
• Define and maintain KPI, SLA, and operational reporting frameworks, and deliver dashboards and executive reporting that provide meaningful insight into service performance, backlog, trends, and improvement opportunities.
• Manage platform‑related risk, audit readiness, and compliance support by ensuring controls, evidence, documentation, and operating procedures are maintained and aligned with internal policy and regulatory expectations.
• Partner with infrastructure, service desk, application owners, information security, risk, and vendors to deliver integrated service management capabilities and support enterprise initiatives
• Own platform demand management and backlog prioritization, balancing business needs, operational stability, technical debt, and strategic enhancement opportunities
• Provide leadership during critical incidents, major changes, outages, and escalations where ITSM coordination, governance, or platform support is required.
• Manage relationships with Service Now and other relevant vendors or implementation partners, including support coordination, licensing considerations, and solution alignment.
• Holds a Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field, or an equivalent combination of education and experience.
• Minimum 8–10 years of progressive experience in IT operations, IT…