CIBC US · 1 day ago
Director - US Head of IT Service Management
Chicago, IL
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expCIBC US is building a relationship-oriented bank for the modern world, seeking talented professionals dedicated to their clients. The Director of IT Service Management will lead the IT Service Management initiatives across the region, ensuring prompt issue resolution and driving innovation in collaboration with cross-functional teams.
BankingFinancial Services
Responsibilities
Lead, mentor, and develop a team of technical professionals, fostering a culture of innovation, accountability, and continuous learning
Oversee regional implementation of an enterprise-wide Incident, Problem, and Change Management discipline
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
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
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
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
Utilize 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
Qualification
Required
10 + years of experience in Technology Infrastructure Management, with a strong focus on IT Service Management (ITSM), Transformation and Project Delivery
5+ years in a leadership role preferably within a regulated or Financial Services industry
Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience
Strong communication, leadership, and interpersonal skills
Ability to convey technical concepts to non-technical stakeholders
Experience in overseeing regional implementation of an enterprise-wide Incident, Problem, and Change Management discipline
Ability to ensure high levels of customer satisfaction through efficient and reliable end-user services
Experience in performance monitoring and reporting on KPIs and metrics
Ability to stay updated on emerging technologies, trends, and best practices in IT Service Management
Ability to drive innovation by introducing ITIL V4 practices that enhance productivity, collaboration, and technology engagement
Preferred
Experience with ITSM tooling, ServiceNow strongly preferred
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
Benefits
Competitive salary
Incentive pay
Banking benefits
A benefits program
A vacation offering
Wellbeing support
MomentMakers, our social, points-based recognition program
Purpose Day; a paid day off dedicated for you to use to invest in your growth and development
Company
CIBC US
CIBC US provides tailored commercial and personal banking services, private banking, wealth management and small business financial solutions.
1001-5000 employees
H1B Sponsorship
CIBC US has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (35)
2024 (42)
2023 (29)
2022 (11)
2021 (77)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Brant Ahrens
Chief Administrative Officer
Recent News
2025-07-25
Company data provided by crunchbase