IT Service Management Manager

Overview

The Senior Enterprise Incident Response Manager is a senior individual contributor responsible for assessing and communicating the enterprise impact and risk of significant events affecting customers, associates, business operations, technology services, financial performance, regulatory obligations, or reputation.

Events may include technology and cyber incidents, fraud, severe weather, third-party disruptions, facilities events, operational failures, and other emerging enterprise risks. This role provides enterprise situational awareness by translating complex, rapidly changing information into a clear view of business impact, risk, response, and required escalation.

Success requires exceptional communication, business and risk acumen, critical thinking, judgment, executive presence, and the ability to operate effectively under pressure.

Responsibilities & Qualifications

Key Responsibilities

Enterprise Impact & Risk Assessment

• Lead assessment of actual and potential enterprise impact using the EIR severity matrix to determine escalation, communication tier, and leadership engagement.
• Assess customer, associate, operational, technology, financial, regulatory, third-party, facilities, and reputational impact.
• Identify affected business services, processes, channels, stakeholders, dependencies, and information gaps.
• Distinguish current impact, potential impact, enterprise exposure, and cascading risk; identify time-sensitive thresholds that could materially increase exposure.
• Continuously reassess the event as conditions change and escalate emerging risks to the appropriate leadership and response teams.

Enterprise Situational Awareness

• Establish and maintain a consolidated enterprise view across technology, business, operations, risk, and specialist response functions.
• Synthesize fragmented or rapidly changing information into concise, accurate, actionable assessments.
• Monitor emerging events that may not initially meet significant incident thresholds but could develop into material enterprise events.
• Ensure leadership has a common understanding of event status, business impact, risk, response activities, and next steps.

Executive & Enterprise Communication

• Develop and deliver timely business-focused communications for senior and executive leadership.
• Translate technical, operational, cyber, fraud, and other specialist information into clear business impact and risk.
• Tailor content and cadence to operational, senior leadership, and executive audiences.
• Clearly communicate what is known, what remains uncertain, emerging risk, actions underway, and decisions or support required.
• Provide transparency while avoiding unnecessary escalation, speculation, and communication fatigue.

Cross-Functional Coordination

Partner across Major Incident Management, Technology and Operations, Cybersecurity, Fraud, Enterprise and Operational Risk, Crisis Management, Business Continuity, Corporate Security, Corporate Communications, Legal and Compliance, Facilities, Third-Party and Vendor Management, customer-facing organizations, and business leadership. Operate through influence and partnership without assuming ownership assigned to specialist functions.

Severity, Escalation & Response

• Evaluate enterprise significance based on business impact and risk, not solely the severity assigned by the originating function.
• Recognize when events cross functional boundaries or require multiple response organizations.
• Use the EIR severity matrix and established guidelines to activate the appropriate leadership and communications structure and identify when Crisis Management escalation is required.
• Support consistent application and continued maturity of the EIR severity and communication framework.

Required Qualifications

• 8+ years of experience in enterprise operations, risk, incident response, operational resilience, business continuity, technology operations, crisis response, financial services operations, or a related discipline.
• Experience assessing complex, high-impact, or time-sensitive business events.
• Exceptional written and verbal communication, including communication of complex issues and risk to senior and executive leadership.
• Strong business acumen, risk assessment, analytical, and critical-thinking capabilities.
• Ability to synthesize information rapidly and operate confidently when facts are incomplete or changing.
• Strong stakeholder-management and influencing skills with demonstrated composure under pressure.
• Experience working across multiple functions within a large, complex enterprise.

Preferred Qualifications

• Banking, financial services, or other highly regulated industry experience.
• Experience in operational risk, resilience, business continuity, crisis management, incident response, or related disciplines; working knowledge of technology, cyber, fraud, and third-party risk.

Critical Competencies

Exceptional Communication: Turns complex information into clear, concise communication that enables leadership action.

Business & Risk Acumen: Understands customer, operational, financial, regulatory, and reputational consequences.

Critical Thinking & Judgment: Identifies what matters, challenges assumptions, recognizes gaps, and escalates appropriately.

Executive Presence: Communicates confidently, credibly, and calmly with senior and executive leadership.

Situational Awareness: Maintains the enterprise view while processing multiple information streams and dependencies.

Influence Without Authority: Builds alignment and drives action across organizational boundaries.

Composure Under Pressure: Maintains clarity and communication discipline during fast-moving or highly visible events.

Measures of Success

• Timely, accurate enterprise impact and risk assessments and executive communications.
• Early identification and appropriate escalation of significant business impacts and emerging risks.
• Effective situational awareness, cross-functional coordination, and trusted leadership decision support.
• Continued improvement in EIR readiness and communication standards.

Additional Information

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.