US Regional Lead (Global Incident Management) - Vice President

Job Title US Regional Lead (Global Incident Management)

Corporate Title Vice President

Location Jacksonville, FL

Overview

The Global Incident Management (GIM) function ensures a timely and effective response to major incidents, aiming to restore normal service operations as quickly as possible. The team is responsible for overseeing the Major Incident Management process, ensuring compliance with established processes/procedures, Operating a "follow the sun" service model across three regions to provide 24/7/365 support.

The US Regional Lead is an integral part of the Global Incident Management Function within Operations Management, Technology, Data, & Innovation (TDI).

The US Regional Lead is the point of escalation, overseeing regional coordination and resolution of Information Technology (IT) Major Incidents during the US time zone, ensuring operational stability and minimising service disruption.

As the US Regional Lead, you will participate in the weekend management on call escalation rota and form an integral part of the management team.

What We Offer You

• A diverse and inclusive environment that embraces change, innovation, and collaboration

• A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days

• Employee Resource Groups support an inclusive workplace for everyone and promote community engagement

• Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits

• Educational resources, matching gift and volunteer programs

What You'll Do

• Monitor and ensure effective management and regular, accurate senior communication of major incidents whilst ensuring incident are managed in accordance with procedures and controls

• Acting as the central point of senior escalation for the region

• Manage, lead, and develop the regional team ensuring effective service delivery, manging performance and development objectives effectively

• Collaborating with key senior stakeholders and Global teams to ensure adherence with Incident Management processes/controls and governance frameworks

• Driving strategic change in addition to implementing service improvements and embedding a positive organisational culture for the regional team

How You'll Lead

• Act as the senior escalation point for Major Incidents during the US time-zone

• Team management - Ability to lead and develop a regional team comprising of onsite and remote resources, Stakeholder Collaboration - Developing and managing stakeholder relationships

• Strategic Change - Drive and act as an ambassador of strategic change and continual service improvement, Coaching and mentoring team members

Skills You'll Need

• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge Management

• Excellent stakeholder engagement and experience in leading cross-functional teams in a critical function and managing diverse global stakeholders with a proficiency in communicating with senior leadership and technical teams

• An ability to rapidly assess situations and co-ordinate incident resolution during high impacting incident events, Adopting a calm, controlled, and rational, especially in high demanding situations

• Excellent communication skills and ability to articulate technical information into simplified language, demonstrating strong analysis and problem-solving skills, along with excellent written and verbal communication at all levels

• Strong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement

Skills That Will Help You Excel

• Excellent Stakeholder engagement skills

• Excellent communication both written and verbal skills

• Ability to articulate technical communications into business language

• Excellent leadership skills

• Self-motivated and ability to operate in a critical fast paced environment

Expectations

It is the Bank's expectation that employees hired into this role will work in the Jacksonville, FL office in accordance with the Bank's hybrid working model.

Deutsche Bank provides reasonable accommodations to candidates and employees with a substantiated need based on disability and/or religion.

The salary range for this position in Jacksonville is$100,000 to $145,500. Actual salaries may be based on a number of factors including, but not limited to, a candidate's skill set, experience, education, work location and other qualifications. Posted salary ranges do not include incentive compensation or any other type of remuneration.

Deutsche Bank Benefits

At Deutsche Bank, we recognize that our benefit programs have a profound impact on our colleagues. That's why we are focused on providing benefits and perks that enable our colleagues to live authentically and be their whole selves, at every stage of life. We provide access to physical, emotional, and financial wellness benefits that allow our colleagues to stay financially secure and strike balance between work and home. Click here to learn more!

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