Head of North America Production Management, SVP

State Street•Quincy, MA

15d•$225,000 - $337,500

About The Position

The Head of North America Production Management serves as the senior leader accountable for technology service resilience, platform stability, regulatory engagement, client-facing technology operations, and production management strategy across the Americas. The role provides regional strategic direction for Production Management and is accountable for availability, resilience, recoverability, and operational performance across mission-critical services. It partners with global Production Management, engineering, infrastructure, cybersecurity, risk, and business teams to establish consistent standards, drive transformation, and improve service outcomes. The position leads operational resilience and reliability, major incident and crisis response, regulatory and audit engagement, executive and client stakeholder relationships, and transformation across Production Management, SRE, and ITSM. It also leads the regional team and owns regional budgets, workforce plans, vendor performance, and cost optimization while maintaining service quality and control effectiveness.

Requirements

Significant senior leadership experience in enterprise-scale Production Management, Application Support, SRE, ITSM, or technology operations.
Proven experience leading regional or multi-regional technology operations in a highly regulated financial services environment.
Deep understanding of application and infrastructure operations, cloud, mainframe, networks, observability, resilience, and recovery.
Demonstrated success improving service availability, reducing incidents, and strengthening operational resilience and control effectiveness.
Extensive experience engaging regulators, clients, executive stakeholders, risk partners, and audit teams.
Proven ability to lead large-scale operating-model transformation, modernization, automation, and cultural change.
Strong financial and commercial acumen, including budget, workforce, and vendor accountability.
Credible senior-management presence and ability to simplify complex issues, influence without authority, and lead calmly under pressure.
Bachelor’s degree in technology, engineering, business, or a related discipline, or equivalent relevant experience.

Nice To Haves

An advanced degree or relevant professional certification.

Responsibilities

Define and own the North America Production Management strategy and operating model, aligned with global technology strategy and firm priorities.
Be accountable for regional production service outcomes, including availability, stability, resilience, recoverability, and operational performance.
Provide strategic direction for application support, production operations, site reliability engineering, and IT service management across the region.
Represent regional priorities, risks, and investment requirements in global planning and governance.
Own the resilience and reliability agenda for mission-critical platforms supporting North American business operations and clients.
Improve service availability, incident prevention, recovery performance, problem management, and control effectiveness.
Ensure resilience testing, service continuity, recovery planning, and remediation are embedded across the production environment.
Promote engineering-led production management through automation, orchestration, observability, and proactive risk reduction.
Lead major incidents and crisis events, including restoration, escalation, and stakeholder communications.
Serve as the senior regional interface with business executives, clients, and control partners during significant technology events.
Ensure root-cause analysis and remediation plans resolve underlying issues, prevent recurrence, and deliver sustainable improvements.
Translate complex technical issues into clear business impact, risk, and decision-making insights for executive audiences.
Lead regional engagement with regulators, risk, compliance, and audit stakeholders on production resilience, service management, and operational risk.
Ensure production services comply with applicable regulatory obligations, internal policies, control standards, and audit expectations.
Own or sponsor regulatory remediation and risk-reduction initiatives and ensure timely, sustainable closure.
Report material service risks, control gaps, and remediation progress transparently to senior governance forums.
Build trusted relationships with senior business, technology, and operations leaders across North America.
Provide client-facing leadership on technology resilience, production risk, service performance, and remediation.
Influence regional and global teams to align on service standards, priorities, and tooling.
Represent North America Production Management in executive, client, risk, and regulatory forums.
Lead large-scale transformation across Production Management, SRE, and ITSM, including operating-model simplification, automation, observability, and tooling modernization.
Move teams from reactive support practices to proactive, engineering-led service management and reliability disciplines.
Align teams on common processes, data, and strategic platforms, including ServiceNow and CMDB capabilities.
Deliver measurable productivity, service quality, and risk-reduction outcomes through disciplined program execution.
Build and lead a high-performing, inclusive regional leadership team with clear accountability, succession coverage, and talent development.
Foster ownership, collaboration, engineering discipline, transparency, and continuous improvement.
Own regional budgets, workforce plans, vendor performance, and cost optimization while protecting service quality and control effectiveness.
Develop future leaders and strengthen knowledge sharing across teams, functions, and locations.

Benefits

401(k) retirement savings plan with company match
Basic life insurance
Medical insurance
Dental insurance
Vision insurance
Long-term disability coverage
Other optional insurance coverages
Paid time off, including vacation and sick leave
Short-term disability
Family-care support
Employee Assistance Program
Eligibility for annual performance-based incentive awards, except certain sales roles subject to sales incentive plans
Eligibility for certain tax-advantaged savings plans
Inclusive development opportunities
Flexible work-life support
Paid volunteer days
Employee networks