ITIL Service Support Manager (Release Planning)


At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.


U.S. Bank is seeking an ITIL Service Support Manager with service management methodology and process experience to contribute toward the success of our technology initiatives.  Oversees the delivery of one or more high-volume or high-impact Service Management process areas.  Defines, monitors, and utilizes project metrics to assess service performance and ROI.  Plans and develops a standard capability to support the client installation and migration services offering.  Participates in installation and deployment of new infrastructure or application components.  Develops standard processes and frameworks.  Leads the selection and deployment of toolsets.  Works with the delivery teams and partners to ensure excellent support for existing and potential customers.  Manages multiple teams of service support specialists.  Motivates, develops, and manages performance of individuals and teams.  Manages staff of up to 100 employees.  Recommends: hires, transfers, terminations, salary adjustments, performance standards, and reviews.  Plans, develops, and controls moderate to large project/product budgets.


Successful applicants will exemplify US Bank's ethical principles of uncompromising integrity, respect for others, accountability for decisions and actions, and good citizenship.


Leaders at U.S. Bank consistently demonstrate integrity and ethics, maturity and resilience, and inspire trust and confidence among their teams. Our leaders are strong communicators who promote collaborative relationships, influence others, and value the diversity of backgrounds and ideas among their employees.






Basic Qualifications


-Bachelor's degree or equivalent work experience
-ITIL Service Management Foundation certification
-At least 10 years experience within a total Information Technology (IT) environment.
-At least 5 years experience with the processes, practices, disciplines and tools needed to ensure that IT services are provided as agreed between the customer and IT provider.


Preferred Skills/Experience


Working experience in:
-IT governance
-IT audit and control


Extensive experience in:
-IT service management (ITSM)
-IT systems management
-IT service improvement
-System development life cycle
-IT environment
-Configuration management
-IT incident management
-IT quality assurance


Subject matter expert in:




Information Technology

Primary Location


Other Locations

Other Locations Minnesota-MN-Saint Paul


1st - Daytime

Average Hours Per Week