Head of IT Command Centre
The Head of IT Command Centre provides strategic and operational leadership to maintain production stability and service continuity across the enterprise. Serving as the executive shield for all production operations, this role defines strategy, drives operational efficiency, and ensures both reactive and proactive measures deliver measurable results.
This position leads a team of 50+ professionals, manages vendor relationships, and establishes KPIs and performance metrics to continuously improve service reliability and operational resilience.
This role combines strategic vision, process ownership, governance, and people leadership to deliver uninterrupted services, robust incident response, and continuous improvement across global IT operations.
Key Responsibilities
Strategic Leadership & Operational Efficiency
Define and execute strategies for production stability and service continuity.
Drive operational efficiency through process optimization and automation.
Establish and monitor KPIs and metrics to measure success and identify improvement areas.
Major Incident Management Ownership
Lead and manage the entire Major Incident Management function globally.
Create and enforce standards, processes, controls, and procedures for incident handling.
Ensure governance and compliance for high-impact events and weekend changes.
Drive initiatives to reduce Mean Time to Restore Service (MTRS) and prevent recurrence.
Process Ownership
Own end-to-end ITSM processes (Incident, Request, Change Management).
Ensure processes are standardized, documented, and aligned with ITIL best practices.
Continuously refine workflows to improve speed accuracy, and compliance.
Team Building & People Development
Build and mentor high-performing teams; manage a workforce of 50+ professionals.
Drive skill improvement programs, career development, and succession planning.
Implement performance management frameworks to measure and enhance team effectiveness.
Global Command Centre Operations
Lead 24/7 technical bridge operations for major and non-major incidents.
Govern high-impact IT events and weekend changes with strong risk mitigation.
ITSM Governance & Compliance
Maintain audit readiness and lead remediation plans for findings.
Present standards, controls, and compliance frameworks to auditors.
Vendor & Workforce Management
Manage vendor relationships to ensure SLA adherence and performance.
Oversee global shift rotations for 24/7 coverage.
Executive Reporting & Analytics
Deliver actionable insights through dashboards and presentations for senior leadership.
Use advanced reporting tools to demonstrate operational performance and strategic progress.
Skills & Competencies
ITSM Expertise
Deep knowledge of ITIL processes and audit compliance.
Major Incident Leadership
Proven experience managing critical incidents end-to-end.
Process Ownership
Ability to design, implement, and optimize ITSM processes.
Strategic Leadership
Experience in setting vision and driving operational efficiency.
People & Performance Management
Strong skills in team development, coaching, and KPI-driven performance improvement.
Technical Breadth
Understanding of infrastructure and application domains.
Executive Communication
Skilled in presenting complex issues to senior stakeholders.
Data & Reporting
Proficiency in Excel and visualization tools for KPI dashboards.
Global Collaboration
Lead multicultural teams under high-pressure conditions.
Composure Under Pressure
Calm and decisive leadership during major incidents.
Education & Preferred Qualifications
Bachelor’s degree in IT or related field (Master’s preferred).
ITIL Certification (Intermediate or Expert level).
15+ years in ITSM leadership roles with major incident management experience.
Expertise in ITSM tools (ServiceNow, Remedy) and audit frameworks.
Strong skills in Excel, dashboard creation, and executive-level presentations.
Availability for weekend and on-call coverage.
Why this role is important to us Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.
We offer a collaborative environment where technology skills and innovation are valued in a global organization. We’re looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.
Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.
Salary Range Salary Range $170,000 - $282,500 Annual
Benefits Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.
Equal Opportunity Employer As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
Job ID Job ID: R-782894
#J-18808-Ljbffr
This position leads a team of 50+ professionals, manages vendor relationships, and establishes KPIs and performance metrics to continuously improve service reliability and operational resilience.
This role combines strategic vision, process ownership, governance, and people leadership to deliver uninterrupted services, robust incident response, and continuous improvement across global IT operations.
Key Responsibilities
Strategic Leadership & Operational Efficiency
Define and execute strategies for production stability and service continuity.
Drive operational efficiency through process optimization and automation.
Establish and monitor KPIs and metrics to measure success and identify improvement areas.
Major Incident Management Ownership
Lead and manage the entire Major Incident Management function globally.
Create and enforce standards, processes, controls, and procedures for incident handling.
Ensure governance and compliance for high-impact events and weekend changes.
Drive initiatives to reduce Mean Time to Restore Service (MTRS) and prevent recurrence.
Process Ownership
Own end-to-end ITSM processes (Incident, Request, Change Management).
Ensure processes are standardized, documented, and aligned with ITIL best practices.
Continuously refine workflows to improve speed accuracy, and compliance.
Team Building & People Development
Build and mentor high-performing teams; manage a workforce of 50+ professionals.
Drive skill improvement programs, career development, and succession planning.
Implement performance management frameworks to measure and enhance team effectiveness.
Global Command Centre Operations
Lead 24/7 technical bridge operations for major and non-major incidents.
Govern high-impact IT events and weekend changes with strong risk mitigation.
ITSM Governance & Compliance
Maintain audit readiness and lead remediation plans for findings.
Present standards, controls, and compliance frameworks to auditors.
Vendor & Workforce Management
Manage vendor relationships to ensure SLA adherence and performance.
Oversee global shift rotations for 24/7 coverage.
Executive Reporting & Analytics
Deliver actionable insights through dashboards and presentations for senior leadership.
Use advanced reporting tools to demonstrate operational performance and strategic progress.
Skills & Competencies
ITSM Expertise
Deep knowledge of ITIL processes and audit compliance.
Major Incident Leadership
Proven experience managing critical incidents end-to-end.
Process Ownership
Ability to design, implement, and optimize ITSM processes.
Strategic Leadership
Experience in setting vision and driving operational efficiency.
People & Performance Management
Strong skills in team development, coaching, and KPI-driven performance improvement.
Technical Breadth
Understanding of infrastructure and application domains.
Executive Communication
Skilled in presenting complex issues to senior stakeholders.
Data & Reporting
Proficiency in Excel and visualization tools for KPI dashboards.
Global Collaboration
Lead multicultural teams under high-pressure conditions.
Composure Under Pressure
Calm and decisive leadership during major incidents.
Education & Preferred Qualifications
Bachelor’s degree in IT or related field (Master’s preferred).
ITIL Certification (Intermediate or Expert level).
15+ years in ITSM leadership roles with major incident management experience.
Expertise in ITSM tools (ServiceNow, Remedy) and audit frameworks.
Strong skills in Excel, dashboard creation, and executive-level presentations.
Availability for weekend and on-call coverage.
Why this role is important to us Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.
We offer a collaborative environment where technology skills and innovation are valued in a global organization. We’re looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.
Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.
Salary Range Salary Range $170,000 - $282,500 Annual
Benefits Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.
Equal Opportunity Employer As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
Job ID Job ID: R-782894
#J-18808-Ljbffr