Technology Senior Manager - Service Reliability & Operations

Position Summary

The Tech Senior Manager for Service Reliability & Operations is responsible for leading the strategy, governance, modernization, and continuous improvement of the capabilities that support 24x7x365 technology operations. This leader will drive operational excellence across Incident, Problem, Change, Major Incident, and Command Center operations while advancing the organization's use of automation, AI, observability, and analytics to improve service reliability and customer outcomes.

Working closely with Infrastructure, Cybersecurity, Application Development, and business stakeholders, this role will identify opportunities to enhance operational performance, remove organizational barriers, reduce operational risk, and establish modern service management practices that enable stable, resilient technology services.

Key Responsibilities

Operational Leadership

Provide strategic leadership for technology operations and service management functions.

Establish and execute a roadmap for operational modernization, automation, and continuous improvement.

Drive operational excellence across enterprise technology services and support functions.

Service Management Oversight

Provide operational oversight for

Incident Management

Major Incident Management

Problem Management

Change Management and CAB

Infrastructure Command Center Operations

Production Support

Operational Readiness

Operational Excellence & Modernization

Advance Problem Management maturity through proactive analysis, root cause management, and trend identification.

Modernize Change Management through automation, risk-based controls, and streamlined processes.

Enhance operational routines, governance, and performance measurement frameworks.

Drive the adoption of AI, automation, and advanced analytics to improve operational effectiveness.

Observability, Analytics & Reporting

Develop best-in-class operational reporting and executive dashboards.

Build technology and business observability capabilities that provide actionable insights and clear visibility into customer impact.

Establish meaningful metrics that drive accountability, performance improvement, and informed decision-making.

Partnership & Stakeholder Engagement

Build strong partnerships with Infrastructure, Cybersecurity, Application Development, and Operations leaders.

Identify opportunities to improve service reliability, operational efficiency, and customer experience.

Lead cross-functional efforts to address systemic issues and operational challenges.

Talent & Organizational Leadership

Develop and lead high-performing teams.

Assess organizational structures, capabilities, and skillsets to ensure alignment with strategic objectives.

Foster a culture of accountability, collaboration, innovation, and continuous improvement.

Required Qualifications

A combined minimum of 13 years’ higher education and/or work experience, including a minimum of 4 years’ technology or systems experience and 9 years' technology management / program leadership experience including people management

Deep expertise in Incident, Problem, Change, and Major Incident Management.

Strong understanding of ITIL practices and operational governance frameworks.

Experience leading ServiceNow-enabled process improvement and automation initiatives.

Proven experience building operational reporting, observability, and performance management capabilities.

Experience managing technology operations within complex hybrid environments, including cloud and on-premises platforms.

Demonstrated success leading organizational transformation and developing high-performing teams.

Preferred Qualifications

Bachelor's degree in a technology, engineering, or business-related field.

ITIL v4 certification or equivalent.

10-15 years of progressive leadership experience in technology operations, infrastructure, or IT service management.

Experience with AIOps, automation, and advanced analytics platforms.

Familiarity with Azure and cloud operations.

Experience leading Command Center or NOC organizations.

Financial services or other highly regulated industry experience.

We support our team members with generous benefits.

Competitive compensation

Health, welfare, and retirement benefits

401(k) match at 5%

Banking Officers start with 25 days PTO plus 12 paid holidays

40 hours paid volunteer hours per year

Much more. For details, see: M&T Benefits Overview

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $148,300.00 - $247,100.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America