Global Head of Service Performance Management , Managing Director

The Global Head of Service Performance Management provides enterprise-wide leadership and oversight across all IT functions to ensure the stability, availability, and performance of technology services. This role establishes and governs the frameworks, KPIs, SLAs, and reporting structures that measure and drive technology outcomes for internal and external stakeholders.

The role is accountable for setting global standards, ensuring consistent adoption across regions and functions, and providing senior management and clients with transparent, trusted insights into service performance.

Key Responsibilities

Strategic Leadership

• Define the global vision and operating model for Service Performance Management across all IT functions.
• Drive alignment of service performance objectives with business priorities and client commitments.
• Act as the owner for service assurance initiatives and performance improvement programs.

Service Performance Governance

• Establish and govern the enterprise-wide framework for service assurance and performance management.
• Ensure consistent application of service performance practices across all IT functions, regions, and service domains.
• Maintain ownership of the golden source of service performance data, including KPIs, SLAs, and scorecards.

KPIs, SLAs, and Reporting

• Define and govern global technology KPIs, ensuring they reflect both operational and business outcomes.
• Oversee SLA/OLA governance with internal IT functions and external partners, ensuring adherence and escalation management.
• Own the design, production, and delivery of global stability reporting packs for executive, regulatory, and business entity audiences.
• Provide insight-driven analysis and commentary to senior leadership on trends, risks, and improvement opportunities.

Client & Regulatory Transparency

• Ensure that reporting is accurate, consistent, and delivered from the golden source.
• Represent IT service performance in external client forums, demonstrating accountability and transparency.
• Maintain audit readiness and ensure compliance with regulatory obligations.

Service Maturity & Continuous Improvement

• Design and oversee a global service maturity model, assessing IT services across functions.
• Partner with service owners and engineering leads to define roadmaps for maturity uplift.
• Drive continuous improvement initiatives that strengthen technology stability, resilience, and performance.

Leadership & Stakeholder Management

• Lead a global team of performance management specialists, analysts, and reporting experts.
• Act as the point of contact for CIO, COO, regulators, and senior business stakeholders on IT service performance.
• Build a culture of accountability, transparency, and continuous improvement across all IT functions.

About State Street

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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