Job Description

The IT Command Centre Regional Head provides strategic and operational leadership to ensure production stability and service continuity across the region. This role manages major IT incidents, drives rapid resolution to minimize business impact, and oversees critical incident response processes. The Regional Head leads 24/7 technical bridge operations, enforces governance for high-impact events and weekend changes, and conducts proactive health checks to maintain operational readiness. In addition, the role is accountable for maintaining ITSM processes—including Incident and Request Management—supporting audit queries, and presenting standards, controls, and processes to internal and external auditors. The candidate will drive action plans for audit findings, work on strategic initiatives, refine operational execution, and build robust standards, policies, and procedures for ITSM functions. Weekend shift availability is mandatory as part of scheduled coverage.

Key Responsibilities

• Strategic Major Incident Oversight: Provide executive leadership during critical IT disruptions, ensuring rapid restoration of services and driving initiatives to reduce Mean Time to Restore Service (MTRS) across the enterprise.
• Global Incident Coordination: Direct 24/7 technical bridge operations for non-major incidents, fostering proactive resolution and implementing measures to prevent recurrence.
• ITSM Governance & Compliance: Own ITIL-aligned process governance, ensure audit readiness, and lead remediation plans for findings while maintaining robust controls and compliance frameworks.
• Operational Excellence & Transformation: Oversee enterprise health checks, identify systemic risks, and spearhead strategic initiatives to refine operational execution and elevate ITSM maturity.
• Event & Hypercare Leadership: Govern high-impact IT events end-to-end, ensuring seamless execution, stability, and stakeholder confidence during critical periods.
• Change Governance: Provide senior oversight for weekend deployments, enforcing risk mitigation strategies and operational safeguards during high-change windows.
• Workforce & Shift Management: Design and manage global shift rotations to guarantee 24/7 coverage, while delegating operational responsibilities effectively to maintain continuity.
• Leadership in People Development: Drive performance management, build and mentor high-performing teams, and ensure alignment with State Street IT standards, policies, and procedures.
• Executive Reporting & Analytics: Deliver actionable insights through advanced dashboards and presentations tailored for senior leadership; leverage Excel and visualization tools to demonstrate operational performance and strategic progress

Skills & Competencies

• ITSM Expertise: Deep knowledge of ITIL processes, Incident & Request Management, and audit compliance.
• Leadership & Governance: Ability to build standards, policies, and drive strategic initiatives.
• Technical Breadth: Strong understanding of infrastructure and application domains (Network, Security, Cloud, Mainframe, Middleware, etc.).
• Executive Communication: Skilled in presenting complex issues and compliance frameworks to senior stakeholders and auditors.
• Data & Reporting Skills: Proficiency in Excel and presentation tools; ability to create dashboards and executive-level reports.
• Global Collaboration: Ability to lead multicultural teams across regions under high-pressure conditions.
• Analytical & Strategic Thinking: Proven ability to solve complex problems and refine operational models.
• Composure Under Pressure: Demonstrated ability to lead calmly and decisively during high-stakes incidents

Education & Preferred Qualifications

• Bachelor’s degree in IT or related field (Master’s preferred).
• ITIL Certification (Intermediate or Expert level) required.
• 8+ years in ITSM leadership roles with major incident management experience.
• Expertise in ITSM tools (ServiceNow, Remedy) and audit frameworks.
• Experience in strategic planning, operational excellence, and team development.
• 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.

About State Street
What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.
Discover more at StateStreet.com/careers

Salary Range:

$120,000 - $217,500 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

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.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

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.

Discover more information on jobs at StateStreet.com/careers

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Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.