Key Responsibilities

Operational Oversight

• Manage daily process flows and status updates across service domains.
• Escalate risks, stability concerns, and SLA breaches to ensure timely visibility to senior leadership.
• Act as a backup to the Service Performance Owner, ensuring continuity of leadership and decision-making.

Performance Reporting & Analysis

• Deliver insight-driven reporting that highlights trends, risks, service maturity, and opportunities for improvement.
• Own and maintain KPI scorecards and dashboards for regional and global forums.
• Provide commentary and analysis for executive, regulatory, and client-facing reporting packs.

Service Maturity & Benchmarking

• Operate the service maturity assessment model to evaluate services against defined benchmarks.
• Conduct regular assessments and track progress over time, identifying areas for uplift.
• Partner with 1st, 2nd and 3rd line teams to incorporate independent compliance and risk assessments.

Strategic Partnership & Road mapping

• Collaborate with service owners to define and execute improvement roadmaps.
• Ensure alignment with enterprise service management standards, risk controls, and regulatory requirements.
• Support the development and governance of SLAs/OLAs with internal teams and external partners.

Required Skills & Experience

• Proven experience in service performance, production management, or ITSM governance.
• Strong analytical skills with the ability to interpret complex data and drive actionable insights.
• Excellent stakeholder management and communication skills across global teams.
• Familiarity with regulatory frameworks and risk management practices.
• Experience with performance reporting tools (e.g., Tableau, Power BI, Service Now).

Preferred Qualifications

• ITIL Foundation or higher certification.
• Experience in managing service performance across multiple regions.
• Understanding of service maturity models and benchmarking methodologies.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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