Join Mizuho as an ITSM Lead!

In this role, as IT Service Management Lead, you will oversee the ITSM and ServiceNow Platform teams, providing centralized governance and process improvement supporting decentralized ITSM services across IT teams. You will own the ServiceNow platform from a product, architecture, engineering, development, and support perspective to position the platform as an automation and operations engine to enhance how our services are delivered. As the ITSM Lead, you will oversee ITSM Operations, IT Asset and Configuration Management, ServiceNow Platform Strategy and Automation, Service Delivery Management, and Relationship Management. 

Key Responsibilities: 

Process Management and ServiceNow Platform Ownership: 

• Supervise governance and oversight of Incident, Problem, Change, Release, Asset, Configuration, Major Incident Management, and related processes to ensure IT teams are complying with processes. 

• Drive adoption of CMDB as the system of record for operational decision-making. 

• Develop a plan and strategy to leverage the Common Services Data Model (CSDM).

• Develop the roadmap and strategy for the ServiceNow platform as an integral component to Technology Operations. 

• Build a product centric ServiceNow team to support the growth of the firm. 

• Enhance existing ITSM processes—such as Problem, Incident, Change, and Release Management—to strengthen oversight and support from the ITSM team while enabling IT teams to operate effectively. 

• Develop KPIs, KRIs, metrics, and other reporting to committees and senior management. 

• Establish a culture of continuous improvement and feedback loop with the broader technology community on process enhancements. 

Continuous Improvement: 

• Own continual improvement and ongoing process maturity through regular reviews of the business needs, process, tools, trend analysis, metrics reporting, and regular engagement with stakeholders for all aspects of IT Service Management & Client Technical Services. 

• Engage with business stakeholders and technology partners to analyze current state and design/prioritize updates and improvements for various ITSM processes. 

• Define and implement a strategy to drive the adoption and continuously improve compliance with all service management policies, standards, and framework. 

Team Management: 

• Serve as escalation point for issues and IT partner relationship management. 

• Manage, coach, and develop a high performing team and hold them accountable to expectations. 

• Execute people leader duties, such as timecard approvals, performance management, and ensuring timely completion of required training, to ensure compliance and career growth objectives are met. 

Education and Experience 

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

• ITIL 4 certification (Foundation required; Managing Professional or higher preferred).

• At least 15+ years’ experience in ITSM and Information Technology.

• At least 7+ years of ServiceNow Platform leadership experience.

• Substantial experience designing, managing, and continuously improving IT Service Management teams, policies, and processes to ensure the stability of our enterprise technologies.

• Substantial experience building and scaling a ServiceNow platform team.

• Excellent written and verbal communication skills and ability to effectively communicate with different stakeholder audiences.

• Experience with ServiceNow to manage ITSM processes.

• Experience driving the adoption of ITSM best practices and continuous improvement efforts.

• Experience developing strategies and roadmaps for operational excellence.

• Expert knowledge of ITIL framework and managing transformation and ongoing operations of Service Management processes.

• Knowledge and understanding of SRE, CI/CD, DevOps processes.

The expected base salary ranges from $200k-275k. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications and licenses obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, successful candidates are eligible to receive a discretionary bonus. 

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Other requirements

Mizuho has in place a hybrid working program, with varying opportunities for remote work depending on the nature of the role, needs of your department, as well as local laws and regulatory obligations. Roles in some of our departments have greater in-office requirements that will be communicated to you as part of the recruitment process.   

Company Overview

Mizuho Financial Group, Inc. is the 15th largest bank in the world as measured by total assets of ~$2 trillion. Mizuho's 60,000 employees worldwide offer comprehensive financial services to clients in 35 countries and 800 offices throughout the Americas, EMEA and Asia. Mizuho Americas is a leading provider of corporate and investment banking services to clients in the US, Canada, and Latin America. Through its acquisition of Greenhill​, Mizuho provides M&A, restructuring and private capital advisory capabilities across Americas, Europe and Asia. Mizuho Americas employs approximately 3,500 professionals, and its capabilities span corporate and investment banking, capital markets, equity and fixed income sales & trading, derivatives, FX, custody and research. Visit www.mizuhoamericas.com.​​

Mizuho Americas offers a competitive total rewards package.

We are an EEO/AA Employer - M/F/Disability/Veteran.

We participate in the E-Verify program.

We maintain a drug-free workplace and reserve the right to require pre- and post-hire drug testing as permitted by applicable law.

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