ITSM Service Excellence Leader (ITIL/ITSM)

Location: Chicago, IL, United States

Salary: $137,400–$240,400 USD per year

Company

hirify.global provides wealth management, asset servicing, asset management, and banking services to individuals, institutions, corporations, and families.

What you will do

• Lead the automation, optimization, and maturation of enterprise IT Service Management.
• Own ITIL-based process governance, guardrails, risk controls, and continuous improvement.
• Develop an automation-first strategy using AI, orchestration, and workflow automation to reduce manual effort and operational errors.
• Partner with engineering, platform, and tooling teams to integrate ITSM automation into workflows and deployment pipelines.
• Define KPIs, KRIs, experience metrics, dashboards, and automated reporting for performance, compliance, and operational trends.
• Advise technology, risk, audit, and business stakeholders while mentoring ITSM practitioners across global teams.

Requirements

• 10+ years of IT Service Management experience, ideally in banking or financial services.
• Deep hands-on expertise in ITIL and ITSM governance, risk-based decision-making, and continuous improvement.
• Experience leading automation and optimization initiatives in fast-moving ITSM and release environments.
• Strong understanding of ITIL, COBIT, ISO/IEC 20000, and regulated operating environments.
• Ability to lead globally and influence outcomes without direct authority, supported by strong communication, analytical, and stakeholder management skills.
• Must be authorized to work in the United States without employment-based visa sponsorship; visa sponsorship is not available.

Nice to have

• ITIL certification at Intermediate level or higher.
• Automation, AI/ML, or RPA-related certifications.

Culture & Benefits

• Flexible and collaborative work culture focused on financial strength and stability.
• Opportunities for internal mobility and access to senior leaders.
• Retirement benefits, including 401(k) and pension.
• Medical, dental, vision, spending account, disability, life, and accident insurance.
• Paid time off, parental and caregiver leave, well-being benefits, and a discretionary bonus program that may include equity.
• Inclusive workplace with opportunities to support local communities through philanthropy.