Role Purpose
The L1 Centralized Support Manager sits at the operational center of gravity for production support, providing standardized, scalable execution across applications and infrastructure. This role is accountable for driving consistent triage, monitoring, and execution, industrializing how L1 support runs through SOP discipline, automation, and service standardization, and enabling a unified “One State Street” operational model that scales with the firm’s growing technology portfolio.
Key Responsibilities
L1 Operations Leadership: Lead a unified, 24×7 L1 support organization as the point of accountability, ensuring standardized first-line incident triage, monitoring, and execution across all applications and infrastructure for consistent, stable service delivery worldwide.
Standardization & Governance: Drive uniform L1 processes and controls across all vendors, regions, and technology domains. Enforce rigorous SOP-based operations, structured service health checks, and clear escalation protocols to achieve predictable, high-quality outcomes and a unified “One State Street” service model.
Automation & Modernization: Champion an automation-first approach to L1 operations by deploying AI and AIOps at scale, reducing manual effort and accelerating issue detection/resolution. Continuously optimize and industrialize L1 processes to improve system stability, efficiency, and scalability.
Service Integration & Value Creation: Position L1 support as an integral part of the ITIL Service Value System, co-creating value with business and technology stakeholders beyond basic ticket handling. Oversee all L1 responsibilities in Incident Management (including Major Incident coordination), Monitoring & Event Management, Service Request fulfilment, Change Enablement, Knowledge Management, and Problem Management – with emphasis on proactive issue prevention, consistent escalation, and high first-contact resolution rates.
Performance Metrics & Continuous Improvement: Own L1 service performance indicators and SLA/KPI commitments. Provide transparent, outcome-focused dashboards and reporting that link L1 performance to business value, and drive continuous improvement through data-driven insights and post-incident learning.
Enterprise Risk & Security Focus: Ensure L1 operations adhere to enterprise security, risk, and compliance standards (e.g. least-privilege access, audit readiness, standardized controls), embedding robust risk management and governance into daily operations.
Talent & Culture: Build and manage a high-performing global L1 team. Promote continuous upskilling and a culture of automation and operational excellence, aligning workforce capabilities and an around-the-clock service model to deliver reliable, scalable support at enterprise scale.
Required Skills & Experience
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Proven experience in service performance, production management, or ITSM governance.
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Strong analytical skills with the ability to interpret complex data and drive actionable insights.
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Excellent stakeholder management and communication skills across global teams.
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Familiarity with regulatory frameworks and risk management practices.
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Experience with performance reporting tools (e.g., Tableau, Power BI, ServiceNow).
Preferred Qualifications
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ITIL Foundation or higher certification.
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Experience in managing service operations across multiple regions.
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Experience is running application support functions across different business domains.
“Want to be help design and be a part of something that changes how State Street runs production—every hour of every day? We’re building the new Commoditized Service Execution – L1: a State Street‑wide, centralized support unit that standardizes how we monitor, triage, and execute routine production tasks 24x7 with minimal privileged access—safer, faster, and more consistent.”
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
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