Principal Service Management Specialist - Enterprise Incident Manager
Location & Work Arrangement
This position follows a hybrid work schedule. Candidates must be able and willing to work onsite 4 days per week and remotely 1 day per week from one of the following hub locations:
• Pittsburgh, PA
• Johnston, RI
• Westwood, MA
• Boston, MA
• Iselin, NJ
Remote work is not available for this position.
Work Schedule
• Full time, 40 hours per week
• Monday through Friday
• Must be available to support first and second shift coverage between 7:00 AM and 8:00 PM as business needs require.
Position Summary
The Principal Service Management Specialist provides strategic leadership across enterprise service management with a focus on incident management, operational resilience, governance, process maturity, and automation. This role partners with technology, business, risk, architecture, and engineering teams to strengthen service stability, accelerate service restoration, improve operational performance, and reduce recurring issues within a highly regulated environment.
Key Responsibilities
• Lead end to end response for high impact P1 and P2 enterprise incidents, including intake, assessment, escalation, coordination, restoration, and post incident follow up.
• Facilitate major incident bridge calls, establish clear ownership, and drive cross functional teams toward timely technical and business recovery.
• Lead and mature enterprise service management practices across incident management, escalation, restoration, governance, and continuous improvement processes.
• Serve as a senior escalation point for high impact service issues, coordinating cross functional response efforts and ensuring timely, risk based decision making.
• Partner with engineering, architecture, operations, business, and risk stakeholders to design scalable service management solutions and improve service reliability.
• Drive process modernization through workflow optimization, automation, analytics, reporting, and ITSM platform enhancements, including ServiceNow.
• Translate complex technical issues into clear business impact assessments, executive communications, and actionable recovery plans.
• Ensure incident and service management activities align with enterprise policies, audit requirements, regulatory expectations, and operational risk frameworks.
• Lead post incident reviews, validate root causes and corrective actions, and partner with problem management teams to prevent recurring service disruptions.
• Define and monitor service management metrics, dashboards, and performance indicators to improve mean time to restore, process adherence, data quality, and overall service health.
• Mentor team members, influence stakeholders without direct authority, and promote a culture of accountability, resilience, innovation, and continuous improvement.
Required Qualifications
• 5 or more years of experience in IT Service Management, Incident Management, Technology Operations, or a related discipline.
• Experience leading enterprise level service management or incident management activities within a complex, highly regulated environment.
• Strong knowledge of IT Service Management practices, incident lifecycle management, governance, risk management, audit readiness, and operational controls.
• Hands on experience with ServiceNow or a comparable ITSM platform, including workflow management, reporting, automation, and data quality oversight.
• Strong communication skills with the ability to engage executive and technical audiences and translate technical issues into business impact and action plans.
• Demonstrated ability to influence cross functional teams, drive accountability, and lead through ambiguity and high pressure situations.
Preferred Qualifications
• Experience within financial services, banking, or another highly regulated industry.
• ITIL certification or equivalent service management certification.
• Experience improving service management processes through automation, analytics, workflow design, or platform modernization initiatives.
• Experience managing cyber incidents, operational incidents, regulatory events, or customer impacting incidents.
Core Competencies
• Enterprise Service Management
• Incident Management Leadership
• Executive Communication
• Stakeholder Management
• Risk Based Decision Making
• Operational Resilience
• Service Governance
• Process Improvement
• Automation and Workflow Optimization
• Data Driven Decision Making
• Problem Management
• Team Leadership and Mentorship
Education and Certifications
• Bachelor's degree in Computer Science, Information Technology, Business Administration, Management, or a related field preferred.
• Additional certifications in IT Service Management, Incident Management, Risk Management, Operational Resilience, or related disciplines preferred.
Hours and Work Schedule
Hours per Week: 40
Work Schedule: Monday to Friday
Pay Transparency
The salary range for this position is $120,000 to $150,000 per year, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including, but not limited to, budget, work location, and relevant skills and experience.
Benefits
Comprehensive benefits include medical, dental, and vision coverage, retirement plans, parental leave, flexible work arrangements, education reimbursement, wellness programs, and generous paid time off exceeding local requirements.
Citizens Benefits Overview
https://jobs.citizensbank.com/benefits
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
Equal Employment and Opportunity Employer
Job Applicant Data Privacy Policy
Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.
Citizens Boston, Massachusetts, USA Office
28 State St, Boston, MA, United States, 02109
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