Director of Service Management

Customers Bank • Malvern, PA

128d

About The Position

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives. We are looking for a highly skilled Director of Service Management to play a critical role responsible for delivering best-in-class IT services, ensuring compliance in a regulated banking environment, and optimizing performance across change management, asset management and support services.

Requirements

• Bachelor's degree in Information Technology, Business, or related field (Master's preferred).
• 10+ years of IT service management experience, with 5+ years in a leadership role; banking or regulated industry experience strongly preferred.
• ITIL v4 certification required; asset management or project management certifications a plus.
• Proven track record in Change Management, IT Asset Management, and end-user support services.
• Strong leadership skills with the ability to engage and inspire teams.
• Excellent communication, problem-solving, and stakeholder management abilities.

Responsibilities

• Lead the development and enforcement of Change Management policies, procedures, and compliance processes.
• Oversee the full lifecycle of IT Asset Management, ensuring accurate tracking, cost optimization, and compliance with licensing requirements.
• Manage Deskside and Helpdesk operations, ensuring service excellence with measurable KPIs such as First Contact Resolution (FCR), resolution time, and customer satisfaction.
• Implement and monitor service performance metrics, driving continuous improvement across all service areas.
• Partner with business leaders to ensure IT services align with evolving needs and deliver tangible business value.
• Foster a culture of accountability, innovation, and service excellence within the service management team.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree