Business Process Manager Sr

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One. Job Description At U.S. Bank, we're on a journey to modernize and transform our IT Service Management (ITSM) ecosystem. We are seeking a highly motivated Business Process Manager to lead the strategy, governance, optimization, and execution of critical ITSM processes, with a primary focus on Change Management, Enterprise Change Governance, and Change Advisory Board (CAB) operations, while maintaining alignment with Incident Management and Problem Management practices. This role is ideal for a process-oriented leader who excels at driving operational excellence, managing enterprise governance programs, influencing stakeholders, and transforming service management capabilities through ServiceNow. As a key member of a collaborative and high-performing team, you will partner with Technology, Product, Operations, Risk, Cybersecurity, and Business leaders to design scalable governance frameworks, improve service reliability, reduce operational risk, and enhance the overall customer experience. The successful candidate will bring a blend of strategic thinking, change governance expertise, technical knowledge, process management experience, and strong communication skills to help shape the future of technology service delivery at U.S. Bank. Key Responsibilities Change Management & Enterprise Governance Serve as the primary process owner for Enterprise Change Management, including policy, standards, governance, and continual service improvement activities. Lead and facilitate Enterprise Change Advisory Board (CAB) governance processes, ensuring effective risk assessment, stakeholder engagement, and decision-making for technology changes. Develop and execute strategic roadmaps that strengthen change governance, operational resilience, regulatory compliance, and service reliability. Establish and maintain change policies, approval frameworks, risk assessment methodologies, change models, and governance controls. Oversee governance for complex, high-risk, and enterprise-wide technology changes, ensuring readiness and compliance with organizational standards. Partner with Engineering, Product, Infrastructure, Security, and Operations teams to improve change planning, risk mitigation, deployment readiness, and implementation success rates. ServiceNow Optimization Partner closely with ServiceNow Product Owners, Administrators, Developers, and Engineering teams to enhance Change Management, CAB, Incident Management, and Problem Management capabilities. Drive adoption of ServiceNow best practices and support platform modernization initiatives. Evaluate and implement automation solutions, AI-enabled workflows, risk-based approvals, and process innovations that improve governance effectiveness and service outcomes. Support implementation and optimization of ServiceNow capabilities such as CAB Workbench, automated risk scoring, policy-driven approvals, change analytics, and workflow automation. Governance & Risk Management Establish and maintain governance frameworks, policies, standards, and controls for Change Management and related ITSM processes. Ensure compliance with audit, regulatory, security, operational risk, and resiliency requirements. Monitor adherence to change policies, governance controls, and process standards while driving corrective actions and continual improvement efforts. Develop executive reporting and governance oversight mechanisms to support enterprise decision-making and risk management. Continuous Improvement Lead analysis of change performance trends, change-related incidents, failed changes, and governance outcomes to identify improvement opportunities. Facilitate post-implementation reviews and lessons learned activities for significant or high-risk changes. Partner with Incident and Problem Management teams to identify root causes, reduce recurring service disruptions, and improve change success rates. Drive initiatives that improve service quality, reduce unplanned outages, and increase ITSM process maturity. Stakeholder Engagement & Leadership Act as a trusted advisor and subject matter expert for Change Management, CAB governance, and ITSM best practices. Influence stakeholders across multiple business and technology organizations to drive alignment and adoption of enterprise change standards. Present governance recommendations, performance insights, risk assessments, and strategic initiatives to senior leadership and executive forums. Foster collaboration across Engineering, Product, Operations, Risk, Security, and Business teams to support successful change execution. Metrics & Reporting Define, monitor, and report on key performance indicators (KPIs), service metrics, and process maturity measures. Develop dashboards and executive reporting focused on Change Success Rate, Change Failure Rate, Emergency Change Volume, Change-Related Incidents, CAB Effectiveness, and Policy Compliance. Leverage analytics to identify trends, measure process effectiveness, and prioritize improvement opportunities. Drive a data-driven approach to governance and continual service improvement. Change Enablement & Training Develop training materials, process documentation, governance standards, and communication strategies supporting enterprise Change Management practices. Lead workshops, CAB training sessions, and knowledge-sharing activities to promote process awareness and adoption.