Who are we?

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

Finastra is seeking a visionary and execution-focused Director, ITSM Strategy & Automation to lead the evolution of our IT Service Management (ITSM) framework. This role will define and govern Finastra’s ITSM operating model, drive intelligent automation initiatives, and ensure seamless integration with tooling platforms such as ServiceNow and monitoring solutions. The ideal candidate will be a strategic thinker with deep expertise in service management, AI-driven automation, and cross-functional leadership.

Key Responsibilities:

• ITSM Framework Leadership

  • Define, evolve, and govern Finastra’s enterprise-wide ITSM framework and operating processes.
  • Ensure alignment with business goals, compliance standards, and service excellence principles.

• Tooling & Platform Enablement

  • Own the requirements pipeline for ITSM-related tooling, including ServiceNow, monitoring platforms, and observability tools.
  • Collaborate with platform engineering and tooling teams to ensure timely delivery and integration of capabilities.

• AI & Automation Strategy

  • Lead the coordination of AI developers and data scientists to implement intelligent and agentic AI use cases within service management.
  • Identify opportunities for automation across incident, request, change, and problem management processes.

• Change Management Oversight

  • Manage and mentor the Change Management team, ensuring robust governance, risk mitigation, and stakeholder engagement.
  • Drive continuous improvement in change processes and reporting.

• Cross-Functional Collaboration

  • Partner with Cloud Delivery, Service Management, Engineering, and Business Units to ensure ITSM initiatives are well-integrated and impactful.
  • Act as a product owner for ITSM capabilities, balancing strategic vision with execution excellence.

Qualifications:

• Proven experience in ITSM leadership roles, ideally within large-scale, global technology environments.
• Strong understanding of ITIL, service management frameworks, and enterprise tooling ecosystems.
• Experience leading AI/automation initiatives in IT operations or service management.
• Familiarity with ServiceNow and other ITSM platforms.
• Excellent communication, stakeholder management, and team leadership skills.

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

·       Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

·       Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.

·       Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

·       ESG: Benefit from paid time off for volunteering and donation matching.

·       DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).

·       Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

·       Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

*Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!