LEAD, ENTERPRISE SERVICE DESIGN OWNER (SERVICES)
Job Summary
The Lead, Enterprise Service Design Owner (Services) is responsible for the end-to-end management, performance, and governance of assigned enterprise services, ensuring alignment with business objectives and customer needs. The role drives service value, adoption, and continuous improvement while enabling reusable capabilities, consistent omnichannel experiences, and optimized total cost of ownership across the Bank.
Responsibilities
- Serve as the primary liaison between business stakeholders and technology teams, ensuring enterprise services align with business priorities, operational requirements, and customer expectations
- Lead the design, development, and continuous improvement of enterprise services, defining service scope, objectives, and reusable capabilities that support business outcomes and operational efficiency
- Oversee service experience and adoption by monitoring user feedback, identifying service improvement opportunities, facilitating service health reviews, and driving resolution of business-impacting issues
- Coordinate the onboarding and transition of new or enhanced services, ensuring business readiness, communication, training, and successful integration into day-to-day operations
- Support service governance, risk management, and compliance activities by providing business-aligned insights, monitoring service performance, and collaborating with internal control, audit, and compliance stakeholders
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Management, or a related field
- At least 7 to 10 years of experience in product management, IT service management, service transition, business operations support, or related functions in a large or regulated organization
- Strong knowledge of IT Service Management (ITSM), service lifecycle management, service onboarding, and business process operations
- Proven experience in designing end-to-end business services, managing stakeholder relationships, and facilitating service adoption and governance activities
- Excellent communication, stakeholder management, business risk assessment, and service impact analysis skills, with the ability to translate technical concepts into business-relevant outcomes
