Business Process Manager Sr

About the Role

U.S. Bank is on a journey to modernize and transform our IT Service Management (ITSM) ecosystem. We are seeking a highly motivated Business Process Manager to lead the strategy, governance, optimization, and execution of critical ITSM processes, with a primary focus on Change Management, Enterprise Change Governance, and Change Advisory Board (CAB) operations, while maintaining alignment with Incident Management and Problem Management practices. This role is ideal for a process-oriented leader who excels at driving operational excellence, managing enterprise governance programs, influencing stakeholders, and transforming service management capabilities through ServiceNow. As a key member of a collaborative and high-performing team, you will partner with Technology, Product, Operations, Risk, Cybersecurity, and Business leaders to design scalable governance frameworks, improve service reliability, reduce operational risk, and enhance the overall customer experience. The successful candidate will bring a blend of strategic thinking, change governance expertise, technical knowledge, process management experience, and strong communication skills to help shape the future of technology service delivery at U.S. Bank.

Key Responsibilities

Change Management & Enterprise Governance

• Serve as the primary process owner for Enterprise Change Management, including policy, standards, governance, and continual service improvement activities.
• Lead and facilitate Enterprise Change Advisory Board (CAB) governance processes, ensuring effective risk assessment, stakeholder engagement, and decision-making for technology changes.
• Develop and execute strategic roadmaps that strengthen change governance, operational resilience, regulatory compliance, and service reliability.
• Establish and maintain change policies, approval frameworks, risk assessment methodologies, change models, and governance controls.
• Oversee governance for complex, high-risk, and enterprise-wide technology changes, ensuring readiness and compliance with organizational standards.
• Partner with Engineering, Product, Infrastructure, Security, and Operations teams to improve change planning, risk mitigation, deployment readiness, and implementation success rates.

ServiceNow Optimization

• Partner closely with ServiceNow Product Owners, Administrators, Developers, and Engineering teams to enhance Change Management, CAB, Incident Management, and Problem Management capabilities.
• Drive adoption of ServiceNow best practices and support platform modernization initiatives.
• Evaluate and implement automation solutions, AI-enabled workflows, risk-based approvals, and process innovations that improve governance effectiveness and service outcomes.
• Support implementation and optimization of ServiceNow capabilities such as CAB Workbench, automated risk scoring, policy-driven approvals, change analytics, and workflow automation.

Governance & Risk Management

• Establish and maintain governance frameworks, policies, standards, and controls for Change Management and related ITSM processes.
• Ensure compliance with audit, regulatory, security, operational risk, and resiliency requirements.
• Monitor adherence to change policies, governance controls, and process standards while driving corrective actions and continual improvement efforts.
• Develop executive reporting and governance oversight mechanisms to support enterprise decision-making and risk management.

Continuous Improvement

• Lead analysis of change performance trends, change-related incidents, failed changes, and governance outcomes to identify improvement opportunities.
• Facilitate post-implementation reviews and lessons learned activities for significant or high-risk changes.
• Partner with Incident and Problem Management teams to identify root causes, reduce recurring service disruptions, and improve change success rates.
• Drive initiatives that improve service quality, reduce unplanned outages, and increase ITSM process maturity.

Stakeholder Engagement & Leadership

• Act as a trusted advisor and subject matter expert for Change Management, CAB governance, and ITSM best practices.
• Influence stakeholders across multiple business and technology organizations to drive alignment and adoption of enterprise change standards.
• Present governance recommendations, performance insights, risk assessments, and strategic initiatives to senior leadership and executive forums.
• Foster collaboration across Engineering, Product, Operations, Risk, Security, and Business teams to support successful change execution.

Metrics & Reporting

• Define, monitor, and report on key performance indicators (KPIs), service metrics, and process maturity measures.
• Develop dashboards and executive reporting focused on Change Success Rate, Change Failure Rate, Emergency Change Volume, Change-Related Incidents, CAB Effectiveness, and Policy Compliance.
• Leverage analytics to identify trends, measure process effectiveness, and prioritize improvement opportunities.
• Drive a data-driven approach to governance and continual service improvement.

Change Enablement & Training

• Develop training materials, process documentation, governance standards, and communication strategies supporting enterprise Change Management practices.
• Lead workshops, CAB training sessions, and knowledge-sharing activities to promote process awareness and adoption.
• Drive organizational readiness for process improvements, governance enhancements, and new ServiceNow capabilities.
• Support change adoption through stakeholder engagement and targeted enablement activities.

Basic Qualifications

• Bachelor's degree or equivalent work experience.
• ITIL Service Management Foundation certification.
• At least 10 years of experience with activities, tasks, practices, and deliverables for assessing and documenting business opportunities, benefits, risks, and success factors of potential applications.
• At least 3 years of experience within a total Information Technology (IT) environment.
• At least 3 years of experience with tools and techniques for planning, organizing, monitoring, and controlling IT projects.

Preferred Qualifications

• 7+ years of IT Service Management (ITSM) experience with significant focus on Change Management, Change Governance, CAB operations, Incident Management, and Problem Management.
• Demonstrated experience leading or supporting Change Advisory Board (CAB) processes and enterprise change governance programs in a large-scale organization.
• Strong experience developing and implementing Change Management policies, governance frameworks, approval models, and risk controls.
• Hands-on experience with ServiceNow Change Management, CAB Workbench, risk assessment frameworks, workflow automation, and reporting capabilities.
• Demonstrated success designing, implementing, and optimizing ITSM processes within large-scale enterprise environments.
• Strong understanding of ITIL v4 Change Enablement, Incident Management, Problem Management, and Continual Improvement practices.
• Experience supporting complex, high-risk, and enterprise-wide technology changes.
• Experience working within Agile, DevOps, SRE, Release Management, and Product Operating Models.
• Experience integrating ITSM processes with CI/CD pipelines, release management, and engineering governance practices.
• Knowledge of automation, workflow orchestration, AI-enabled capabilities, and governance controls within ServiceNow.
• Experience supporting regulatory, audit, operational risk, resiliency, and compliance requirements within highly regulated environments.
• Advanced ServiceNow certifications, including Certified Implementation Specialist (CIS-ITSM) or similar credentials.
• Experience supporting global organizations and enterprise process standardization initiatives.
• Exceptional analytical, problem-solving, and decision-making skills.
• Strong ability to influence and build consensus across diverse stakeholder groups.
• Excellent written, verbal, facilitation, and presentation communication skills.
• Proven ability to manage competing priorities in a fast-paced environment.
• Strategic mindset with strong attention to detail and execution.
• Resilient, adaptable, and comfortable navigating ambiguity and organizational change.

Nice-to-Have Qualifications

• ITIL Managing Professional (MP) or Strategic Leader (SL) certification.
• Experience implementing enterprise change governance programs within financial services or other highly regulated industries.
• Experience establishing executive-level governance forums, operational readiness reviews, or enterprise deployment governance practices.
• Familiarity with ServiceNow AI, automation, predictive intelligence, and advanced analytics capabilities.

Location Expectations

This role requires working from a U.S. Bank location three (3) or more days per week.

Pay

$119,765.00 - $140,900.00

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law