Capital Bank

Capital Bank

IT Service Management Lead

Rockville, MD

Sponsorship not specified$100k-$130kDetected 14 days ago
Operations ManagementPerformance ManagementLeadershipProblem SolvingMentoring

About the role

  • We stand as a publicly traded company (NASDAQ: CBNK) with over $3 billion in assets.
  • Come join a bank where our employees thrive and are engaged in meaningful work.
  • For the last 6 out of 7 years, Capital Bank was named one of the "Best Banks to Work For" in the U.S. by American Banker.

Responsibilities

  • Lead and manage the ITSM team, including workload prioritization, coaching, performance management, professional development, and establishment of clear roles, standards, and accountability.
  • Drive ServiceNow adoption and workflow standardization across IT and business functions by partnering with stakeholders to identify opportunities for automation, efficiency, and improved user experience
  • Define and maintain KPI, SLA, and operational reporting frameworks, and deliver dashboards and executive reporting that provide meaningful insight into service performance, backlog, trends, and improvement opportunities.
  • Manage platform-related risk, audit readiness, and compliance support by ensuring controls, evidence, documentation, and operating procedures are maintained and aligned with internal policy and regulatory expectations.
  • Partner with infrastructure, service desk, application owners, information security, risk, and vendors to deliver integrated service management capabilities and support enterprise initiatives
  • Own platform demand management and backlog prioritization, balancing business needs, operational stability, technical debt, and strategic enhancement opportunities
  • Manage relationships with ServiceNow and other relevant vendors or implementation partners, including support coordination, licensing considerations, and solution alignment.
  • Minimum 5 years of hands-on ServiceNow administration, design, delivery, or platform leadership experience in a mid-size or enterprise environment
  • Minimum 3 years of people leadership, team lead, or supervisory experience, including responsibility for directing work, developing staff, and setting operational priorities
  • Strong knowledge of ITSM and ITIL principles, governance models, and process design, with the ability to translate service management concepts into practical, sustainable operating procedures.

Requirements

  • Provide leadership during critical incidents, major changes, outages, and escalations where ITSM coordination, governance, or platform support is required.

Nice to have

  • Strong ServiceNow platform knowledge, including administration, workflow configuration, release and upgrade planning, catalog and knowledge management, reporting, and platform governance
  • Understanding of CMDB, asset/configuration data governance, discovery, service mapping, and IT operations management concepts.
  • Ability to establish KPI, SLA, and performance measurement frameworks, analyze trends, and communicate results effectively to technical teams, leadership, auditors, and business stakeholders
  • Strong analytical thinking, troubleshooting, problem-solving, and decision-making abilities in complex operational environments.
  • Experience supporting audits, controls, policy adherence, or regulated operating environments is strongly preferred
  • Required certification: ServiceNow Certified System Administrator (CSA)
  • additional ServiceNow certifications such as CIS, CAD, or relevant product-line certifications are preferred

Compensation

  • $100,000 - $130,000 annually.
  • Final determination of where you are at in the salary range is based on numerous factors such as geographical location, relevant experience, skill set, education, and ability to meet qualifications within the job description.
  • This role will include a yearly annual target bonus based on individual performance.

Benefits

  • Generous Paid Time Off and Paid Holidays
  • Paid Parental Leave, Employee Recognition Program, Leadership Program, Tuition Reimbursement Program, Employee Bank Checking Account, and much more!
  • Own the ServiceNow platform strategy, roadmap, lifecycle, and overall health, including administration, configuration standards, upgrades, release planning, and long-term scalability
  • Minimum Education & Experience
  • Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field, or an equivalent combination of education and experience.
  • Comprehensive benefits package including Medical, Dental, Vision, Company Paid Life Insurance, Disability Insurance, and more?

Company info

  • Capital Bank N.A. is headquartered in Maryland and has been serving our communities since 1999. We stand as a publicly traded company (NASDAQ: CBNK) with over $3 billion in assets. We offer commercial and consumer banking services to clients primarily in Maryland, DC, and Northern Virginia, alongside two nation-wide lending brands
  • Capital Bank Home Loans and OpenSky, a credit card division that offers and services credit cards across all states. Our personalized approach to banking, paired with cutting-edge technology solutions and a comprehensive suite of products and services, fuels our growth, and enables us to support our customers at every stage in their financial journey.
  • Come join a bank where our employees thrive and are engaged in meaningful work. For the last 6 out of 7 years, Capital Bank was named one of the "Best Banks to Work For" in the U.S. by American Banker.
  • Position Purpose
  • Establish, govern, and continuously improve ITIL-based processes, including incident, request, problem, change, knowledge, service catalog, asset, configuration, and major incident management
  • Serve as the primary owner for platform governance, including intake, prioritization, release discipline, documentation standards, change control, and alignment with enterprise architecture, security, and compliance expectations
  • Oversee CMDB, service mapping, and ITOM-related practices to improve configuration data quality, operational visibility, impact analysis, and service reliability

Equal opportunity

  • Capital Bank, N.A. is an E-Verify, Affirmative Action and
  • Equal Opportunity Employer.
Apply directly at Capital Bank →Create a free account for alerts like thisView Capital Bank immigration profile

This listing is sourced directly from Capital Bank's careers page and normalized into a canonical job model.