Senior Manager, ITSM Operations & Service Resiliency

About the role

At Vanguard, technology resiliency and operational excellence are critical to how we serve our clients and crew. We’re looking for a Senior Manager, ITSM Operations & Service Resiliency to lead a high-impact team responsible for keeping our systems stable, reliable, and continuously improving.

Responsibilities

• Lead a global team responsible for incident management, problem management, and change coordination, ensuring consistent execution and operational readiness
• Oversee major incident response, including real-time coordination across technical and business teams to restore service as quickly as possible
• Act as a central point of leadership during high-impact incidents, facilitating incident bridges, driving decisions, and ensuring clear communication to stakeholders and senior leadership
• Lead root cause analysis and follow-up actions, ensuring issues are fully understood and addressed to prevent recurrence
• Identify patterns and trends across incidents and changes, connecting insights across ITSM domains to reduce risk and improve overall service reliability
• Oversee enterprise change management, including planning, scheduling, approvals, and conflict resolution to minimize production risk
• Partner with engineering and delivery teams to strengthen release readiness, change quality, and system resiliency
• Use operational insights to drive improvements across processes, tooling, and team capability, reducing downtime and improving system stability
• Define and track key metrics related to service health, incident response, and change performance
• Foster a culture of accountability, continuous learning, and operational excellence across the team

Qualifications

• Undergraduate degree in a related field or the equivalent combination of training and experience
• Minimum eight years related IT experience, including five years in technology operations, IT Service Management, or related disciplines
• Five years of leadership experience, including managing teams and/or managers
• Experience leading incident, problem, and/or change management in a large-scale, production environment
• Proven ability to operate in high-pressure, real-time situations
• Strong leadership experience, including managing teams and/or managers
• Familiarity with ITSM frameworks (e.g., ITIL)
• Ability to influence across teams and communicate clearly with stakeholders, including leadership
• Experience working in complex technology environments (infrastructure, applications, cloud)

Preferred Qualifications

• Experience improving operational processes or resiliency programs
• Familiarity with tools like ServiceNow, Jira, or similar
• Interest in using automation or AI to improve workflows