Infrastructure Technology Lead Analyst Vice President

The IT Service Management Office (SMO) helps govern technology production management processes at Citi including oversight for the hundreds of thousands of IT incidents, problems, changes and requests executed each year, enabling Citi to deliver on its business-driven priorities.   The IT Service Management Office Governance Council Lead is a key member of the IT Service Management Office and plays a critical role within Citi's Technology organization, ensuring the effective operation of governance councils and associated working groups. 

This role is responsible for the end-to-end ownership of governance council operating rhythm, from planning and execution to post-meeting follow-up, ensuring compliance with the charters and operating manuals, and supporting the overall technology oversight function and framework at Citi.  You will create, develop, and be accountable for both short, medium, and long-term continuous improvement strategy for SMO-led governance councils, working with peer ITSM process owners, operational execution/delivery owners, along with customers and stakeholders.

Responsibilities:

Governance council operations:

• Take full ownership of the monthly governance meetings and related working group sessions, including all logistical and administrative aspects.
• Maintain agenda pipelines and collaborate closely with governance chairs, delegates, and various stakeholders to gather inputs, identify key topics, and set comprehensive agendas for governance meetings and working groups. This includes ensuring all chartered commitments and relevant risk areas are addressed.
• Coordinate with presenters to collect, consolidate, and distribute all necessary artifacts and presentation materials in advance of meetings, adhering to established timelines.
• Support the smooth execution of meetings, ensuring adherence to the agenda, managing discussions, and facilitating decisions and approvals in accordance with governance procedures (e.g., quorum, voting).
• Serve as the Secretary for governance forums, responsible for accurately documenting meeting minutes, decisions, and action items. This includes drafting, circulating for feedback, finalizing, and distributing minutes to governance members and delegates.
• Proactively track the status of all open action items, ensuring timely follow-up with owners to drive closure and escalate any delays or concerns to the governance team and chair.
• Track attendance for all formal voting members and delegates, escalating instances where attendance falls below the defined threshold.

Governance & Compliance:

• Ensure all governance operations and activities are conducted in strict compliance with the governance charters and operating manuals.
• Support the annual review and assessment of governance charters and council membership, as well as operating manuals, submitting material changes to senior governing bodies for review.
• Assist in the escalation process to and from governance forums, ensuring that issues, risks, and change requests impacting in-scope processes are appropriately managed and communicated to the relevant committees.
• Prepare and submit final governance meeting materials and approved minutes to appropriate teams for submission to regulatory agencies.

Stakeholder Engagement & Coordination:

• Act as a central point of contact for governance members, delegates, process owners, and guest presenters, fostering effective communication and collaboration.
• Organize and participate in preparatory meetings with the governance chars/delegate and to ensure thorough planning and alignment for upcoming governance sessions.
• Ensure timely and accurate cascading of governance decisions and actions to relevant Technology organizations and Product/Function management.
• Lead organizations change management operations for changes to standards, processes, procedures, and workflows for all in-scope processes.  This includes developing and managing a communications framework for various types of changes, and working with process owners to establish the right processes to communicate, introduce, and support changes.

General Characteristics For Success:

The successful candidate will need to be a hands-on self-starter, capable of working with others around the world.  This includes: 

• Pro-active, can-do approach
• Customer focus
• Accuracy and attention to detail
• Personal commitment/Flexibility
• Excellent interpersonal and communication skills
• Demonstrable ability to multi-task and prioritize effectively
• Dynamic, enthusiastic, confident, reliable team member
• Strong performance record with history of increased responsibility

Qualifications:

• 5-7 years of experience in governance, program management, project management, or a related field within a large, complex financial services or technology organization.
• Exceptional organizational skills with a proven ability to manage multiple priorities, stakeholders, and deadlines in a fast-paced environment.
• Excellent written and verbal communication skills, capable of drafting clear, concise, and professional documentation, minutes, and communications for senior leadership.
• Meticulous attention to detail, particularly in documentation, tracking, and ensuring accuracy of information.
• Demonstrated ability to build and maintain strong relationships with diverse stakeholders, including senior management, across various technology and business units.
• Deep working knowledge of ITIL v4 – Foundation; Managing Professional preferred.
• 5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience.
• Ability to analyze information, identify key issues, and support decision-making processes.
• Solid understanding of service management as it pertains to IT services.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collaboration tools (e.g., SharePoint, Jira).
• Understanding of IT Production Management, operational risk, IT governance frameworks, and regulatory requirements within a financial institution.

Education:

• Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, Business Administration) or equivalent practical experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Exceptional candidates who do not meet the above criteria may be considered for the role provided they have the necessary skills and experience.

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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Primary Location:

Irving Texas United States

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Primary Location Full Time Salary Range:

$125,760.00 - $188,640.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Anticipated Posting Close Date:

Oct 10, 2025

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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