Director of Managed Services Program

M&T Bank•Buffalo, NY

3d•Hybrid

About The Position

The Director of Managed Services Program is a senior enterprise leader responsible for defining, operationalizing, and scaling M&T Bank’s managed services strategy across the enterprise. This role leads the work to refine our vision, build the roadmap, and establish the standards, methodologies, and operating model that business lines will use to evaluate, adopt, and manage managed‑service capabilities. Acting as the enterprise authority on managed services, this leader partners closely with senior executives, operational owners, and the Global Sourcing organization to advance M&T’s strategic objectives, improve operational efficiency, reduce cost, strengthen resiliency, and broaden enterprise capability. The role requires a strong blend of strategic vision, consulting rigor, governance discipline, relationship‑building acumen, and project/program management and delivery - functioning as the “center of excellence” for managed services adoption, capability maturity, and enterprise alignment.

Requirements

Bachelor’s degree and a minimum of 9 years’ relevant work experience, or in lieu of a degree, a combined minimum of 14 years higher education and/or work experience, including a minimum of 9 years’ relevant work experience
Minimum of 3 years’ managerial experience
Advanced analytical ability
Advanced creative problem-solving skills
Excellent interpersonal skills necessary for business partner relationships within and outside the organization
Experience communicating professionally at many different levels
Excellent verbal and written communication skills
Strong attention to detail
Excellent problem-solving skills
Excellent analytical skills
Experience thriving in a fast-paced environment
Advanced experience with pertinent word processing, spreadsheet, presentation, project, email and file sharing software

Nice To Haves

MBA or advanced degree preferred, especially with concentration in strategy, operations, or organizational leadership.
More than 10 years of experience leading enterprise‑level strategic or transformation initiatives, preferably involving operating‑model design, capability building, or large‑scale change.
Demonstrated experience working in or alongside managed services, outsourcing, shared services, vendor strategy, or business process optimization functions.
Prior consulting, advisory, or audit experience that involved structured problem‑solving, executive engagement, and development of strategic recommendations.
Experience leading cross‑functional teams and influencing senior leaders in complex, matrixed organizations.
Advanced experience building or applying analytical frameworks, financial models, or business‑case evaluations to inform strategic decisions.
Experience developing playbooks, operating standards, or enterprise methodologies in support of large programs or capability rollouts.
Exposure to procurement, sourcing strategy, or vendor‑governance environments sufficient to partner effectively with Global Sourcing (without performing sourcing responsibilities).
Formal training or certifications in project management, process improvement, or change management (PMP, Six Sigma Black Belt, LEAN, Prosci) preferred.
Demonstrated curiosity and innovation, with a track record of identifying opportunities to modernize processes, improve efficiency, or elevate enterprise capabilities.

Responsibilities

Define the enterprise vision, objectives, and multi‑year roadmap for Managed Services in partnership with other leaders, ensuring alignment with business strategy and enterprise priorities.
Develop and maintain the Managed Services Playbook, providing standards, frameworks, and guidance that business lines will use to evaluate and adopt managed‑service opportunities.
Partner with business leaders to identify, assess, and shape managed‑service use cases, leading analysis and recommendations that inform senior‑level decision‑making.
Collaborate with the Global Sourcing team on core elements of the Managed Services program, ensuring alignment on partner evaluation approaches, sourcing strategy, and program expectations.
Lead cross‑functional working groups or committees to drive managed‑service initiatives, ensuring effective planning, stakeholder alignment, and operational readiness.
Educate, influence, and advise senior leaders and business unit stakeholders on managed‑service capabilities, opportunities, and best practices across the enterprise.
Prepare and deliver executive‑level presentations and updates, communicating program vision, progress, analysis, and recommendations clearly and strategically.