Service Operations – L1 Centralized Service Manager, Vice President

Job description

Role Purpose The L1 Centralized Support Manager sits at the operational center of gravity for production support, providing standardized, scalable execution across applications and infrastructure. This role is accountable for driving consistent triage, monitoring, and execution , industrializing how L1 support runs through SOP discipline, automation, and service standardization , and enabling a unified “ One State Street ” operational model that scales with the firm’s growing technology portfolio. Key Responsibilities: L1 Operations Leadership : Lead a unified, 24×7 L1 support organization as the point of accountability, ensuring standardized first-line incident triage, monitoring, and execution across all applications and infrastructure for consistent, stable service delivery worldwide. Standardization & Governance : Drive uniform L1 processes and controls across all vendors, regions, and technology domains. Enforce rigorous SOP-based operations, structured service health checks, and clear escalation protocols to achieve predictable, high-quality outcomes and a unified “One State Street” service model. Automation & Modernization : Champion an automation-first approach to L1 operat...