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Information Technology Service Management Service Manager - ITSM Program Management

Bank of Hawaii
Oahu, HI
  • Job Code

Information Technology Service Management Service Manager - ITSM Program Management-1800005

Bank of Hawaii
In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change. At Bank of Hawaii, we think of ourselves as forward thinking pace setters. We are constantly finding creative ways to deliver leading edge financial services to our customers.  Now, we’re embracing change with our new 21st century banking.


It’s our IT team who helps us succeed in offering first class service in new and innovative ways.  As a member of the Information Technology community, you will be among the very best in your profession in an environment that places a high value on integrity, innovation and teamwork.  It motivates us to be decisive, work together to solve problems, and never settle for less than best.


Does this sound like you?
Are you ambitious?  Want to make a difference in how your company operates? Are you a change leader?  Do you thrive in an environment that leverages your abilities as a technology champion?  Are you a self-starter and a forward thinker?  If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!


A day in your life as a ITSM Service Manager - Program Management
Coordinates the Information Technology Service Management Program (ITSM.) Also, assists in business unit’s compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.


We’ll give you these important responsibilities…

  • Leads a team of Process Managers to deliver Service Management reporting, tracking, and related activities. 
  • Assists in the development of an ITSM program, including departmental roadmaps and project portfolios for ITSM management. Directs Sr. IT management professionals on ITSM processes. 
  • Implements guidelines for technology asset, change, release, incident, and problem management guidelines
  • Assists in IT departmental budgeting.
  • Assists in IT departmental allocation and recovery processes
  • Communicates with other managers to learn about implications of other projects and scope of involvement.  Keeps informed of projects.
  • Gathers and reports on ITSM data. Generates regular ITSM reports and aligns with operational leadership
  • Assists with lifecycle management and timing of financial spend for projects. Establishes and supports financial metrics with internal and external providers to evaluate IT spend.
  • Provides analysis of asset licensing and renewals as necessary.
  • Demonstrates customer service focus by not only providing good service and considering the effect of all actions on internal and external customer service, but always looking for ways to improve service.
  • Performs miscellaneous responsibilities and duties as assigned.


…if you come to us with these qualifications…


  • Bachelor’s Degree in Accounting, Computer Science, Information Systems or equivalent education or work experience.



  • Requires minimum of 4 years of ITSM experience.
  • Required experience is related to financial management, and/or responsibility for communication of complex technical programs. 
  • Banking/financial industry or related field preferred.
  • Should have minimum 2 – 5 years of experience managing process or similar teams and minimum of 2 – 5 years of effective project management experience, depending on level.


Technical Skills: 

  • Demonstrated proficiency and expertise with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access, PowerPoint and SharePoint) or similar software. 
  • Knowledge of or ability to use Bank software and systems.
  • Familiarity with BMC Atrium or Discovery Manager a plus.


Other Job Qualifications: 

  • Excellent oral and written communication, analytical and problem solving skills. 
  • Effective interpersonal skills and collaborative management style to include teamwork and team building ability.  
  • Effective conflict management, negotiating and problem solving skills.
  • Must be comfortable with ambiguity and time spent outside of comfort zone acquiring new skills.
  • Able to be flexible in a fast paced dynamic environment with shifting roles and responsibilities. 
  • Must be technically creative and open-minded. 
  • Must have a high attention to detail with regard to accounting skills, be able to work under direct supervision, and an above average understanding of information technology topics.
  • Able to work flexible hours including holidays, weekends and evenings as needed or assigned. 


All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.


Job Function Information Technology
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Jan 26, 2018, 2:56:34 PM
Unposting Date Ongoing


  • Information Technology
  • Financial Services
  • Management
  • Accounting
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Information Technology Service Management Service Manager - ITSM Program Management

Bank of Hawaii
Oahu, HI

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Bank of Hawaii
Oahu, hi

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