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Executive Director- Transformation Service Management Lead

Req #: 180001114
Location: Jersey City, NJ, US
Job Category: Technology
Job Description:

Our Consumer & Community Banking Group depends on innovators like you to serve nearly 66 million consumers and over 4 million small businesses, municipalities and non-profits. You’ll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.

When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.

At JPMorgan Chase & Co. we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation. If you’re looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you.

Consumer & Community Banking (CCB) Production Management is accountable for maintaining the production environment for all of our Chase businesses including, mobile banking, retail branches, lending and customer service. Our Vision is to deliver an “always available” customer experience, where change is executed seamlessly in an automated and simplified environment. We are made up of high-performing teams with business and technical expertise partnering across the organization to drive continuous improvement, using ITIL-based processes and practices.

The CCB Transformation Service Management Executive Director will be charged with unifying service management strategy and re-engineering critical processes to enable the organizational transformation we are undertaking to modernize our people, practices and technology. The Service Management Executive Director will work closely with CTO and CIO level Executives, as well as Production Management Directors and Transformation Executives to achieve their objectives.

Position Summary:

Reporting to the Managing Director – CCB Production Management, the Service Management Executive Director is responsible for designing our future state processes, including technology solutions, to support our CCB Agile/DevOps Transformation. This role will have three primary areas of focus:

  • Developing a Service Management Strategy to support our CCB Transformation Agenda and GT Vision
  • Developing a roadmap and plan to implement the strategy
    • Setting the effort up for success – defining objectives, measures, and resources needed to achieve objectives
    • Redesigning our ITIL processes
    • Representing CCB in Enterprise wide service management strategy and decision making
    • Developing and implementing the strategic roadmap for CCB end user technology support for all user bases under the Chase Brand
    • Establishing a governance model to help align stakeholder and enable the success of the effort, including executive level updates, and providing status on progress on key strategic deliverables
  • Partner with GTI, Enterprise CDO, AD, Engineering & Architecture to ensure we leverage best practices and solutions from the wider Global Technology organization and to ensure we adhere to all best practices and standards.


This position is anticipated to require the use of one or more High Security Access (HSA) systems. Users of these systems are subject to enhanced screening which includes both criminal and credit background checks, and/or other enhanced screening at the time of accepting the position and on an annual basis thereafter. The enhanced screening will need to be successfully completed prior to commencing employment or assignment.

  • Strong organizational navigation skills, politically aware and agile, can influence outcomes based upon well reasoned views and arguments
  • Professional courage - takes on issues and challenges, calls it like s/he sees it
  • Focus and judgment - can separate mission critical from "nice to haves"
  • Experience of leading teams of similar size and complexity
  • Change agent; drive for continuous improvement; creative problem solver
  • Execution oriented - Hands on, helps eliminate barriers to achieving results
  • Solution oriented; creative problem solver
  • Deals well with ambiguity, can shape and define the future, take an idea and turn it into execution
  • Senior operations, application development and/or architecture and/or engineering experience
  • Strong collaborator, partnership skills, builds relationships, understands how to find common ground
  • Inspires others; gets the best out of people; builds motivated, high performing teams; is a person of high integrity
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