Charlotte, North Carolina, United States · Hybrid
Summary: At Vanguard, technology resiliency and operational excellence are critical to how we serve our clients and crew. We’re looking for a Senior Manager, ITSM Operations & Service Resiliency to lead a high-impact tea…
Skills: Incident Management, Problem Management, Change Enablement, IT Service Management, Root Cause Analysis
Charlotte, North Carolina, United States · Hybrid
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Wayne, Pennsylvania, United States · Remote OK
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Skills: SaaS Operations, Incident Management, SLA Management, IT Service Management, ITIL
Wayne, Pennsylvania, United States · Remote OK
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Wayne, Pennsylvania, United States · Hybrid
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Charlotte, North Carolina, United States • Hybrid
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Lead a global team responsible for incident, problem, and change management to ensure system stability and reliability. Oversee major incident response and root cause analysis to minimize production risk and prevent recurrence of issues.
Requires a bachelor's degree and at least eight years of IT experience, including five years in technology operations or ITSM. Must have over five years of leadership experience managing teams in large-scale production environments.
At Vanguard, technology resiliency and operational excellence are critical to how we serve our clients and crew. We’re looking for a Senior Manager, ITSM Operations & Service Resiliency to lead a high-impact team responsible for keeping our systems stable, reliable, and continuously improving.
In this role, you’ll lead enterprise efforts across major incident response, problem management, and change enablement, ensuring issues are resolved quickly, risks are minimized, and long-term fixes are put in place.
Responsibilities:
Lead a global team responsible for incident management, problem management, and change coordination, ensuring consistent execution and operational readiness
Oversee major incident response, including real-time coordination across technical and business teams to restore service as quickly as possible
Act as a central point of leadership during high-impact incidents, facilitating incident bridges, driving decisions, and ensuring clear communication to stakeholders and senior leadership
Lead root cause analysis and follow-up actions, ensuring issues are fully understood and addressed to prevent recurrence
Identify patterns and trends across incidents and changes, connecting insights across ITSM domains to reduce risk and improve overall service reliability
Oversee enterprise change management, including planning, scheduling, approvals, and conflict resolution to minimize production risk
Partner with engineering and delivery teams to strengthen release readiness, change quality, and system resiliency
Use operational insights to drive improvements across processes, tooling, and team capability, reducing downtime and improving system stability
Define and track key metrics related to service health, incident response, and change performance
Foster a culture of accountability, continuous learning, and operational excellence across the team
Undergraduate degree in a related field or the equivalent combination of training and experience
Minimum eight years related IT experience, including five years in technology operations, IT Service Management, or related disciplines
5+ years of leadership experience, including managing teams and/or managers
Experience leading incident, problem, and/or change management in a large-scale, production environment
Proven ability to operate in high-pressure, real-time situations
Strong leadership experience, including managing teams and/or managers
Familiarity with ITSM frameworks (e.g., ITIL)
Ability to influence across teams and communicate clearly with stakeholders, including leadership
Experience working in complex technology environments (infrastructure, applications, cloud)
Experience improving operational processes or resiliency programs
Familiarity with tools like ServiceNow, Jira, or similar
Interest in using automation or AI to improve workflows
Fast, coordinated response to high-impact incidents
Fewer repeat issues through strong root cause resolution
Smooth, low-risk technology changes
Improved system stability and visibility into performance
About Vanguard
At Vanguard, we don't just have a mission—we're on a mission.
To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
We are a community of 50 million who think—and feel—differently about investing. Together, we’re changing the way the world invests. For over 50 years, Vanguard has helped people pursue their financial goals with a spotlight on long-term value and low costs. We’ve made it a focus to put investors first, so whether you’re saving for your first home or investing for a comfortable retirement, we’re here to help you succeed. Community guidelines: vgi.vg/sgl1
Offices: 100 Vanguard Blvd, Valley Forge, PA 19482, US · 14321 N. Northsight Boulevard, Scottsdale, AZ 85260, US · Two North Falls Plaza, Charlotte, North Carolina 28217, US · 100 Vanguard Blvd, Malvern, PA 19355, US · 7900 Windrose Ave, Suite South Floor 10, Plano, Texas 75024, US
There are currently 25 open software positions in Wayne, PA listed on Clera. New openings are added daily as companies post roles.
Companies currently hiring include Vanguard, AssetWorks Inc, IQVIA, Tammac Holdings Corporation, Clerri, among others. Browse the listings above to see every active employer.
Yes — 21 of the 25 open software positions offer remote or hybrid work (6 remote, 15 hybrid).
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.
