Production Management Global Support Group Manager - Director

Citi • Tampa, FL

9d • $170,000 - $300,000 • Onsite

About The Position

The Production Management Global Support Group Manager is a Senior Manager position within SMBF Services Production Management, specifically for the Funds Services business area. This role is critical to the Services Client Experience, focusing on leading Global Production teams with a strong emphasis on continuous improvement and fostering a culture of highly resilient, engineering-led outcomes. The successful candidate will possess a deep understanding of Production management practices, including Operational, Resiliency & Recoverability, Change + Release Transition, Risk Management, SRE, and SDLC (Waterfall / Agile). The role also involves contributing to the broader Services and SMBF strategy, improvement initiatives, employee engagement, talent development, diversity, and inclusion.

Requirements

• 10+ years of industry-relevant experience, highly experienced in various Production Management disciplines with a track record of continual improvement.
• Excellent interpersonal and communication skills, with the ability to influence and garner support from senior stakeholders and partners. Comfortable presenting issues, initiatives, and progress in various forums, and adept at distilling complex information into succinct messages.
• Demonstrable commitment to quality, attention to detail, critical thinking, and problem-solving skills.
• Highly effective at navigating complex organizations.
• Strong financial planning and cost discipline.
• Exceptional staff engagement and talent development.
• Experience managing distributed teams and familiarity with relevant technologies, including relational and NoSQL databases, middleware, programming languages, and operating systems.
• Experience/knowledge with supporting applications deployed as microservices on Cloud Environments.
• Proven track record of keeping abreast of emerging industry and technological advances.
• Bachelor’s/University degree, Master’s degree preferred and managerial experience

Nice To Haves

• Operational, Resiliency & Recoverability, Change + Release Transition, Risk Management, SRE, and SDLC (Waterfall / Agile) expertise.
• Contributing to broader Services and SMBF strategy, improvement initiatives, employee engagement, talent development, diversity, and inclusion.

Responsibilities

• Maintain high levels of stability, resiliency, and prevention for Funds services, actively participating in and guiding incident recovery.
• Work with senior management across technology, operations, and business teams to develop actionable outcomes for Production.
• Ensure high standards for Production Change Readiness and control adherence, prioritizing supportability, sustainability, and resiliency for technical changes.
• Drive the adoption of standard production tools for Funds applications, focusing on monitoring, observability, capacity, resiliency, recoverability, and automation improvements.
• Proactively assess and manage dominant L1, L2, and L3 workload drivers, identify emerging trends, and devise plans to improve efficiency and service levels.
• Minimize human intervention by leveraging Generative AI and Automation capabilities, prioritizing development/product opportunities.
• Implement strong SLA/Performance measurement, analyse production insights, identify trends, and set clear goals for improvement.
• Develop and maintain a strong understanding of Funds Solutions product functionality and business requirements.
• Collaborate and influence senior leaders on stability and operational topics both internally and externally.
• Manage and develop talent, conduct performance evaluations, and oversee reward & recognition.
• Engage with vendors and partners to achieve high service levels.
• Manage the Funds Production budget and staffing, making commercially minded decisions to optimize Total Cost of Ownership (TCO).
• Appropriately assess and manage risk, ensuring compliance with laws, regulations, and policies, applying sound ethical judgment, and transparently escalating/reporting control issues.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior