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Technology Senior Manager - Service Reliability & Operations

M&T BANK CORPORATION

Buffalo, New York • Today

Full-time

USD 148,300.00 - 247,100.00 per year

Job Details

Skills

Operational Risk
Strategic Leadership
Roadmaps
Service Management
Production Support
Operational Excellence
Problem Management
ROOT
Change Management
Artificial Intelligence
Analytics
Dashboard
Performance Improvement
Decision-making
Stakeholder Engagement
Partnership
Cyber Security
Application Development
Operational Efficiency
Customer Experience
Organizational Leadership
Accountability
Collaboration
Innovation
Continuous Improvement
Higher Education
IT Management
People Management
Incident Management
ServiceNow
Process Improvement
Reporting
Performance Management
Management
Organizational Development
ITIL
Leadership
IT Operations
IT Service Management
Advanced Analytics
Microsoft Azure
Cloud Computing
NOC
Financial Services
Banking

Operational Risk
Strategic Leadership
Roadmaps
Service Management
Production Support
Operational Excellence
Problem Management
ROOT
Change Management
Artificial Intelligence
Analytics
Dashboard
Performance Improvement
Decision-making
Stakeholder Engagement
Partnership
Cyber Security
Application Development
Operational Efficiency
Customer Experience
Organizational Leadership
Accountability
Collaboration
Innovation
Continuous Improvement
Higher Education
IT Management
People Management
Incident Management
ServiceNow
Process Improvement
Reporting
Performance Management
Management
Organizational Development
ITIL
Leadership
IT Operations
IT Service Management
Advanced Analytics
Microsoft Azure
Cloud Computing
NOC
Financial Services
Banking

Summary

Position Summary
The Tech Senior Manager for Service Reliability & Operations is responsible for leading the strategy, governance, modernization, and continuous improvement of the capabilities that support 24x7x365 technology operations. This leader will drive operational excellence across Incident, Problem, Change, Major Incident, and Command Center operations while advancing the organization's use of automation, AI, observability, and analytics to improve service reliability and customer outcomes.

Working closely with Infrastructure, Cybersecurity, Application Development, and business stakeholders, this role will identify opportunities to enhance operational performance, remove organizational barriers, reduce operational risk, and establish modern service management practices that enable stable, resilient technology services.

Key Responsibilities
Operational Leadership

Provide strategic leadership for technology operations and service management functions.
Establish and execute a roadmap for operational modernization, automation, and continuous improvement.
Drive operational excellence across enterprise technology services and support functions.

Service Management Oversight
Provide operational oversight for:

Incident Management
Major Incident Management
Problem Management
Change Management and CAB
Infrastructure Command Center Operations
Production Support
Operational Readiness

Operational Excellence & Modernization

Advance Problem Management maturity through proactive analysis, root cause management, and trend identification.
Modernize Change Management through automation, risk-based controls, and streamlined processes.
Enhance operational routines, governance, and performance measurement frameworks.
Drive the adoption of AI, automation, and advanced analytics to improve operational effectiveness.

Observability, Analytics & Reporting

Develop best-in-class operational reporting and executive dashboards.
Build technology and business observability capabilities that provide actionable insights and clear visibility into customer impact.
Establish meaningful metrics that drive accountability, performance improvement, and informed decision-making.

Partnership & Stakeholder Engagement

Build strong partnerships with Infrastructure, Cybersecurity, Application Development, and Operations leaders.
Identify opportunities to improve service reliability, operational efficiency, and customer experience.
Lead cross-functional efforts to address systemic issues and operational challenges.

Talent & Organizational Leadership

Develop and lead high-performing teams.
Assess organizational structures, capabilities, and skillsets to ensure alignment with strategic objectives.
Foster a culture of accountability, collaboration, innovation, and continuous improvement.

Required Qualifications

A combined minimum of 13 years' higher education and/or work experience, including a minimum of 4 years' technology or systems experience and 9 years' technology management / program leadership experience including people management
Deep expertise in Incident, Problem, Change, and Major Incident Management.
Strong understanding of ITIL practices and operational governance frameworks.
Experience leading ServiceNow-enabled process improvement and automation initiatives.
Proven experience building operational reporting, observability, and performance management capabilities.
Experience managing technology operations within complex hybrid environments, including cloud and on-premises platforms.
Demonstrated success leading organizational transformation and developing high-performing teams.

Preferred Qualifications

Bachelor's degree in a technology, engineering, or business-related field.
ITIL v4 certification or equivalent.
10-15 years of progressive leadership experience in technology operations, infrastructure, or IT service management.
Experience with AIOps, automation, and advanced analytics platforms.
Familiarity with Azure and cloud operations.
Experience leading Command Center or NOC organizations.
Financial services or other highly regulated industry experience.

We support our team members with generous benefits.

Competitive compensation
Health, welfare, and retirement benefits
401(k) match at 5%
Banking Officers start with 25 days PTO plus 12 paid holidays
40 hours paid volunteer hours per year
Much more. For details, see: M&T Benefits Overview

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $148,300.00 - $247,100.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location
Buffalo, New York, United States of America

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 80180520
Position Id: bece9035ae9a58e34526933db36d1587
Posted 3 days ago

Fitment

Dice Job Match Score™

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Job Details

Skills

Operational Risk
Strategic Leadership
Roadmaps
Service Management
Production Support
Operational Excellence
Problem Management
ROOT
Change Management
Artificial Intelligence
Analytics
Dashboard
Performance Improvement
Decision-making
Stakeholder Engagement
Partnership
Cyber Security
Application Development
Operational Efficiency
Customer Experience
Organizational Leadership
Accountability
Collaboration
Innovation
Continuous Improvement
Higher Education
IT Management
People Management
Incident Management
ServiceNow
Process Improvement
Reporting
Performance Management
Management
Organizational Development
ITIL
Leadership
IT Operations
IT Service Management
Advanced Analytics
Microsoft Azure
Cloud Computing
NOC
Financial Services
Banking

Operational Risk
Strategic Leadership
Roadmaps
Service Management
Production Support
Operational Excellence
Problem Management
ROOT
Change Management
Artificial Intelligence
Analytics
Dashboard
Performance Improvement
Decision-making
Stakeholder Engagement
Partnership
Cyber Security
Application Development
Operational Efficiency
Customer Experience
Organizational Leadership
Accountability
Collaboration
Innovation
Continuous Improvement
Higher Education
IT Management
People Management
Incident Management
ServiceNow
Process Improvement
Reporting
Performance Management
Management
Organizational Development
ITIL
Leadership
IT Operations
IT Service Management
Advanced Analytics
Microsoft Azure
Cloud Computing
NOC
Financial Services
Banking

Summary

Provide strategic leadership for technology operations and service management functions.
Establish and execute a roadmap for operational modernization, automation, and continuous improvement.
Drive operational excellence across enterprise technology services and support functions.

Service Management Oversight
Provide operational oversight for:

Incident Management
Major Incident Management
Problem Management
Change Management and CAB
Infrastructure Command Center Operations
Production Support
Operational Readiness

Operational Excellence & Modernization

Advance Problem Management maturity through proactive analysis, root cause management, and trend identification.
Modernize Change Management through automation, risk-based controls, and streamlined processes.
Enhance operational routines, governance, and performance measurement frameworks.
Drive the adoption of AI, automation, and advanced analytics to improve operational effectiveness.

Observability, Analytics & Reporting

Develop best-in-class operational reporting and executive dashboards.
Build technology and business observability capabilities that provide actionable insights and clear visibility into customer impact.
Establish meaningful metrics that drive accountability, performance improvement, and informed decision-making.

Partnership & Stakeholder Engagement

Build strong partnerships with Infrastructure, Cybersecurity, Application Development, and Operations leaders.
Identify opportunities to improve service reliability, operational efficiency, and customer experience.
Lead cross-functional efforts to address systemic issues and operational challenges.

Talent & Organizational Leadership

Develop and lead high-performing teams.
Assess organizational structures, capabilities, and skillsets to ensure alignment with strategic objectives.
Foster a culture of accountability, collaboration, innovation, and continuous improvement.

Required Qualifications

A combined minimum of 13 years' higher education and/or work experience, including a minimum of 4 years' technology or systems experience and 9 years' technology management / program leadership experience including people management
Deep expertise in Incident, Problem, Change, and Major Incident Management.
Strong understanding of ITIL practices and operational governance frameworks.
Experience leading ServiceNow-enabled process improvement and automation initiatives.
Proven experience building operational reporting, observability, and performance management capabilities.
Experience managing technology operations within complex hybrid environments, including cloud and on-premises platforms.
Demonstrated success leading organizational transformation and developing high-performing teams.

Preferred Qualifications

Bachelor's degree in a technology, engineering, or business-related field.
ITIL v4 certification or equivalent.
10-15 years of progressive leadership experience in technology operations, infrastructure, or IT service management.
Experience with AIOps, automation, and advanced analytics platforms.
Familiarity with Azure and cloud operations.
Experience leading Command Center or NOC organizations.
Financial services or other highly regulated industry experience.

We support our team members with generous benefits.

Competitive compensation
Health, welfare, and retirement benefits
401(k) match at 5%
Banking Officers start with 25 days PTO plus 12 paid holidays
40 hours paid volunteer hours per year
Much more. For details, see: M&T Benefits Overview

Dice Id: 80180520
Position Id: bece9035ae9a58e34526933db36d1587
Posted 3 days ago

Fitment

Dice Job Match Score™

🔢 Crunching numbers...

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

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