Director - US Head of IT Service Management

Director - US Head of IT Service Management

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We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered  team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute. To learn more about CIBC, please visit

As part of the US Technology team, the Director, IT Service Management is responsible for IT Service Management across Incident, Problem, Change, Capacity Management, and Service Desk for the CIBC US Region. The Director of IT Service Management is responsible for the strategic direction of the US organization’s IT Service Management and involves a high level of collaboration across our bank to ensure prompt issue resolution and analyzing trends to ensure incident volumes are kept low.

The role provides leadership to the team in evaluating and implementing new methodologies and technologies supported at the enterprise level with linkages to existing technologies, policies, and procedures while maintaining compliance with regulatory requirements. The role drives innovation across all areas of responsibility, applying expert interpersonal, communication, and problem‑solving skills. You will collaborate with senior management and cross‑functional teams and are expected to drive innovation, lead a high‑performing team, and ensure the continuous improvement of IT Service Management.

CIBC enables the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 3‑4 days per week on‑site, while other days may be remote.

• Team Management:
  Lead, mentor, and develop a team of technical professionals, fostering a culture of innovation, accountability, and continuous learning.
• IT Service Management:
  Oversee regional implementation of an enterprise-wide Incident, Problem, and Change Management discipline.
• Service Delivery and Support:
  Ensure high levels of customer satisfaction through efficient and reliable end‑user services. Oversee the service desk and support teams to ensure timely and effective issue resolution, optimizing the technology experience for all employees.
• Innovation and Technology
  
  Roadmap:
  
  Stay updated on emerging technologies, trends, and best practices in IT Service Management. Drive innovation by introducing ITIL V4 practices that enhance productivity, collaboration, and technology engagement.
• Performance Monitoring and Reporting:
  Report on KPIs and metrics to track the performance, reliability, and stability of regional systems. Report regularly to senior leadership on the progress, challenges, and successes of IT Service Management.
• Communication:
  You possess strong communication, leadership, and interpersonal skills, enabling effective collaboration with cross‑functional teams and the ability to convey technical concepts to non‑technical stakeholders. Additionally, you are adept at utilizing various approaches and tools to foster cooperation, resolve issues, and drive initiatives across Technology Operations and Application Development teams while engaging with internal business partners and leadership.

• You demonstrate 10+ years of experience in Technology Infrastructure Management, with a strong focus on IT Service Management (ITSM), Transformation and Project Delivery, with 5+ years in a leadership role preferably within a regulated or Financial Services industry. You have experience with ITSM tooling;
  Service Now strongly preferred. You have a Bachelor’s degree in Computer Science, Information Technology, Engineering, or a equivalent experience.
• You are also a certified professional. Certification in ITIL Foundations is ideal. Experience in process engineering and knowledge of banking regulations and standards, such as FFIEC, PCI‑DSS, or GDPR, is an asset.

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