Operational Resilience Program Manager

Citizens Financial Group • Phoenix, AZ

2d

About The Position

The Operational Resilience Program Manager is responsible for leading a portfolio of strategic initiatives focused on the implementation, stabilization, and enterprise adoption of the ServiceNow Operational Resilience capability. Acting as a senior program leader and internal consultant, this role plans, organizes, and delivers multiple parallel projects that collectively enable the firm’s Operational Resilience operating model. The Program Manager works directly with executive sponsors, business leaders, technology teams, and risk partners to ensure complex, cross functional efforts are executed effectively and aligned to regulatory expectations and strategic objectives. These initiatives have broad organizational impact, consume significant funding, and materially influence the firm’s ability to manage disruption risk and business continuity at scale.

Requirements

• Bachelor’s degree or equivalent experience in program management, risk management, technology, or a related discipline
• Demonstrated experience managing large scale, cross functional programs with multiple parallel projects
• Strong understanding of operational resilience, business continuity, risk management, or regulated enterprise environments
• Proven ability to influence, negotiate, and communicate complex concepts to senior stakeholders
• Strong quantitative, analytical, and program management skills

Nice To Haves

• Experience leading ServiceNow based implementations or large scale enterprise platform programs
• Background in financial services or other highly regulated industries
• Familiarity with Operational Resilience concepts including critical service identification, impact tolerance, and scenario testing
• Experience transitioning strategic initiatives from implementation into steady state operations

Responsibilities

• Program Planning and Strategy
• Define and manage the Operational Resilience program vision, objectives, scope, and roadmap in partnership with executive sponsors and key stakeholders
• Translate regulatory requirements, policy expectations, and business needs into an integrated, executable program plan
• Establish program governance, success metrics, milestones, and reporting cadence across all workstreams
• Identify risks, dependencies, and constraints across the program portfolio and develop mitigation strategies Program Execution and Delivery
• Lead delivery of multiple concurrent projects supporting ServiceNow Operational Resilience implementation, critical service mapping, impact tolerance enablement, reporting, and operating model transition
• Coordinate and collaborate with cross functional teams including Operational Resilience, Enterprise Risk Management, Business Continuity, Technology, ServiceNow platform teams, and third party partners
• Ensure program deliverables are planned, executed, monitored, and completed on schedule and within agreed scope
• Apply program and project management methodologies, including agile practices where appropriate, to drive predictable delivery ServiceNow Operational Resilience Enablement
• Provide program oversight for the end to end implementation and stabilization of the ServiceNow Operational Resilience module
• Ensure integration of Operational Resilience capabilities with related platforms including Business Continuity, Incident Management, CMDB, Change Management, Third Party Risk, and GRC systems
• Drive delivery of an enterprise wide view of critical services and their dependencies across technology, people, data, facilities, and third parties Stakeholder Management and Change Leadership
• Manage stakeholder expectations across senior leaders, sponsors, subject matter experts, and delivery teams
• Anticipate objections, resolve conflicts, and influence stakeholders to align on program priorities and outcomes
• Lead change management, communications, and adoption strategies to embed new processes and platform usage into day to day operations
• Facilitate effective collaboration and information flow across multidisciplinary teams Governance, Reporting, and Regulatory Support
• Produce executive ready program status reporting for governance forums, risk committees, and senior leadership
• Ensure program outcomes align with regulatory expectations and internal Operational Resilience and Business Continuity policies
• Partner with Risk, Compliance, and Internal Audit to support exams, reviews, evidence requests, and remediation tracking
• Monitor program benefits realization and contribution to enterprise resilience objectives Transition to Steady State Operations
• Lead the transition from legacy Business Continuity frameworks to the future state Operational Resilience operating model
• Support the establishment of long term ownership, operating processes, and controls once program objectives are achieved
• Ensure sustainable handoff of capabilities, documentation, and governance to steady state teams

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees