Technology Senior Manager - Service Reliability & Operations

Location: Buffalo, New York, United States of America

Salary: $148,300–$247,100 annual (USD)

Company

M&T Bank is a financial services organization operating technology services in a highly regulated environment.

What you will do

• Lead the strategy, governance, modernization, and continuous improvement of 24x7x365 technology operations.
• Oversee Incident, Major Incident, Problem, Change, CAB, Production Support, Operational Readiness, and Command Center operations.
• Advance automation, AI, observability, analytics, and risk-based controls to improve service reliability and customer outcomes.
• Develop operational reporting, executive dashboards, performance metrics, and business observability capabilities.
• Partner with Infrastructure, Cybersecurity, Application Development, and Operations leaders to address systemic issues and operational risks.
• Build high-performing teams and lead organizational transformation and continuous improvement.

Requirements

• At least 13 years of combined higher education and/or work experience, including 4 years of technology or systems experience and 9 years of technology management or program leadership experience with people management.
• Deep expertise in Incident, Problem, Change, and Major Incident Management, with strong knowledge of ITIL and operational governance.
• Experience leading ServiceNow-enabled process improvement and automation initiatives.
• Experience building operational reporting, observability, and performance management capabilities.
• Experience managing technology operations across complex hybrid environments, including cloud and on-premises platforms.
• Demonstrated success in organizational transformation and developing high-performing teams.

Nice to have

• Bachelor’s degree in technology, engineering, or business.
• ITIL v4 certification or equivalent.
• Experience with AIOps, advanced analytics platforms, Azure, cloud operations, or Command Center/NOC organizations.
• Financial services or other highly regulated industry experience.

Culture & Benefits

• Health, welfare, and retirement benefits.
• 401(k) match of 5%.
• 25 days of PTO plus 12 paid holidays for Banking Officers.
• 40 hours of paid volunteer time per year.