he Head of North America Production Management serves as the senior management accountable for technology service resilience, platform stability, regulatory engagement, client-facing technology operations and production management strategy across the Americas. The role provides senior leadership for one of the bank’s most critical operational functions, supporting flagship business platforms while acting as the primary interface with senior business leaders, regulators, clients, risk partners and audit stakeholders. 

The position provides regional leadership and strategic direction for Production Management across North America, ensuring mission-critical services operate with high levels of availability, resilience, recoverability and control. The role also partners with global Production Management, engineering, infrastructure, cyber security, risk and business teams to establish consistent standards, drive transformation and improve service outcomes. 

Key Responsibilities 

North America Production Management Strategy 

• Define and own the North America Production Management strategy and operating model, aligned to the global technology strategy and firm-level priorities. 

• Act as the senior regional accountable for production service outcomes across the Americas, including availability, stability, resilience, recoverability and operational performance. 

• Provide strategic directions for application support, production operations, site reliability engineering and IT service management across the region. 

• Ensure regional priorities, risks and investment requirements are clearly represented in global planning and governance. 

Operational Resilience and Platform Reliability 

• Own the resilience and reliability agenda for mission-critical platforms supporting North America business operations and clients. 

• Drive measurable improvements in service availability, incident prevention, recovery performance, problem management and control effectiveness. 

• Ensure appropriate resilience testing, service continuity, recovery planning and remediation are embedded across the production environment. 

• Champion an engineering-led approach to production management through automation, orchestration, observability and proactive risk reduction. 

Major Incident and Crisis Leadership 

• Provide decisive leadership during major incidents and crisis events, ensuring timely restoration, effective escalation and clear stakeholder communications. 

• Act as the senior regional interface with business executives, clients and control partners during significant technology events. 

• Ensure root cause analysis and remediation plans address underlying issues, prevent recurrence and deliver sustainable improvements. 

• Translate complex technical issues into clear business impact, risk and decision-making insights for executive audiences. 

Regulatory, Risk and Audit Engagement 

• Lead regional engagement with regulators, risk, compliance and audit stakeholders on production resilience, service management and operational risk matters. 

• Ensure production services comply with applicable regulatory obligations, internal policies, control standards and audit expectations. 

• Own or sponsor regulatory remediation and risk reduction initiatives, with clear accountability for timely and sustainable closure. 

• Maintain transparent reporting of material service risks, control gaps and remediation progress to senior governance forums. 

Client and Executive Stakeholder Management 

• Build trusted relationships with senior business, technology and operations leaders across North America. 

• Provide credible client-facing leadership on technology resilience, production risk, service performance and remediation. 

• Influence across organizational boundaries to align regional and global teams on common service standards, priorities and tooling. 

• Represent North America Production Management in executive, client, risk and regulatory forums. 

Transformation, Modernisation and Strategic Delivery 

• Lead large-scale transformation across Production Management, SRE and ITSM, including operating model simplification, automation, observability and tooling modernisation. 

• Drive the transition from reactive support practices to proactive, engineering-led service management and reliability disciplines. 

• Align teams on common processes, data and strategic platforms, including ServiceNow and CMDB capabilities. 

• Deliver measurable productivity, service quality and risk reduction outcomes through disciplined programme execution. 

People, Financial and Vendor Leadership 

• Build and lead a high-performing, inclusive regional leadership team with clear accountability, succession coverage and strong talent development. 

• Embed a culture of ownership, collaboration, engineering discipline, transparency and continuous improvement. 

• Own regional budgets, workforce plans, vendor performance and cost optimisation while protecting service quality and control effectiveness. 

• Develop next-generation leaders and strengthen knowledge sharing across teams, functions and locations. 

Education and Preferred Qualifications 

• Significant senior leadership experience in enterprise-scale Production Management, Application Support, SRE, ITSM or technology operations. 

• Proven experience leading multi-regional or regional technology operations within a highly regulated financial services environment. 

• Deep understanding of application and infrastructure operations, cloud, mainframe, networks, observability, resilience and recovery. 

• Demonstrated success improving service availability, reducing incidents and strengthening operational resilience and control effectiveness. 

• Extensive experience engaging with regulators, clients, executive stakeholders, risk partners and audit teams. 

• Proven ability to lead large-scale operating model transformation, modernisation, automation and cultural change. 

• Strong financial and commercial acumen, including budget, workforce and vendor accountability. 

• Highly credible Senior Management presence with the ability to simplify complex issues, influence without authority and lead calmly in high-pressure situations. 

• Bachelor’s degree in technology, engineering, business or a related discipline, or equivalent relevant experience. An advanced degree or relevant professional certification is advantageous.