US Service Management Head

About the Role

Nomura is seeking a US Service Management Head to lead production operations and technology infrastructure stability across the United States. This Executive Director role sits within the Technology department and requires an experienced leader who can balance local business requirements with global standardization initiatives while managing complex system transitions and operational risk.

Key Responsibilities

• Oversee production stability and performance of CTO systems across the US, including desktops, servers, databases, network infrastructure, storage systems, and identity management
• Ensure seamless operation of critical technology infrastructure supporting financial services operations
• Monitor and optimize system performance to meet stringent financial services availability requirements
• Collaborate effectively with local Application Production Support Teams and global CTO Product teams
• Exercise matrix responsibility for local operational staff across multiple business units
• Manage relationships with diverse stakeholders across Wholesale Banking, Asset Management, and Wealth Management divisions
• Balance local Japanese business requirements with global standardization initiatives
• Lead the operational aspects of migrating applications to standardized group platforms
• Maintain and improve stability and service levels during complex system transitions
• Develop and implement strategies to minimize business disruption during consolidation activities
• Establish robust testing and rollback procedures for critical system changes
• Proactively manage IT Operational Risk in accordance with regulatory requirements
• Maintain strong relationships with control functions including Internal Audit, Risk Management, and Compliance
• Ensure adherence to financial services regulatory standards and internal governance frameworks
• Implement and maintain operational resilience capabilities
• Function as an integral part of the global "follow the sun" operational model
• Support Major Incident Management processes across time zones
• Participate in Cyber Security incident response and recovery procedures
• Contribute to enterprise-wide Operational Resilience initiatives

Required Qualifications

• 15-20 years of progressive experience in Production Support and Major Incident Management
• Bachelor's degree in Computer Science, Engineering, or related technical field
• Proven track record in large-scale financial services technology environments
• Exceptional communication skills with ability to engage effectively with local US and international stakeholders
• Strong presentation and documentation capabilities
• Demonstrated excellence in stakeholder management across diverse business units
• Strong collaboration skills with ability to work effectively in matrix organizational structures
• Proven influencing capabilities to drive consensus and action without direct authority
• Cultural sensitivity and ability to bridge Japanese business practices with international standards
• Deep understanding of enterprise infrastructure components (servers, databases, networks, storage)
• Experience with identity management and security systems
• Knowledge of ITIL or similar service management frameworks
• Familiarity with financial services regulatory requirements and operational risk management
• Public Cloud Technology knowledge desirable

Pay

$220,000 - $270,000 per year

Benefits

• Full range of medical, financial, and other benefits including 401(k) eligibility
• Various paid time off benefits including vacation, sick time, and parental leave
• Sign-on bonus, restricted stock units, and discretionary awards may also be included

What We Offer

• Opportunity to lead critical technology transformation initiatives
• Exposure to cutting-edge financial services technology platforms
• Collaborative international working environment
• Professional development opportunities within a global organization