Director of Service Management - Military veterans preferred

Malvern, PA | Malvern, PA | Malvern, PA
Full time | Full time | Full time
REQ-2025-699

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Must be eligible to work in the U.S. without requiring sponsorship

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow.

On the leading edge: We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust.

What you’ll do:

We are looking for a highly skilled Director of Service Management to play a critical role responsible for delivering best-in-class IT services, ensuring compliance in a regulated banking environment, and optimizing performance across change management, asset management and support services.

• Lead the development and enforcement of Change Management policies, procedures, and compliance processes.
• Oversee the full lifecycle of IT Asset Management, ensuring accurate tracking, cost optimization, and compliance with licensing requirements.
• Manage Deskside and Helpdesk operations, ensuring service excellence with measurable KPIs such as First Contact Resolution (FCR), resolution time, and customer satisfaction.
• Implement and monitor service performance metrics, driving continuous improvement across all service areas.
• Partner with business leaders to ensure IT services align with evolving needs and deliver tangible business value.
• Foster a culture of accountability, innovation, and service excellence within the service management team.

What do you need?

• Bachelor’s degree in Information Technology, Business, or related field (Master’s preferred).
• 10+ years of IT service management experience, with 5+ years in a leadership role; banking or regulated industry experience strongly preferred.
• ITIL v4 certification required; asset management or project management certifications a plus.
• Proven track record in Change Management, IT Asset Management, and end-user support services.
• Strong leadership skills with the ability to engage and inspire teams.
• Excellent communication, problem-solving, and stakeholder management abilities.

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.

Founded in 2009, Customers Bank is a super-community bank with $20.3 billion in assets at June 30, 2022. We believe in dedicated personal service for the businesses, professionals, individuals and families we work with. We offer banking and loan services across Florida, Illinois, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island and Texas.

Customers Bank is a member of the Federal Reserve System with deposits insured by the Federal Deposit Insurance Corporation. Customers Bank is an equal opportunity lender. Customers Bank takes pride in delivering extremely high levels of customer service while charging comparatively very low fees; service that makes our clients say, “Wow.”

Customers Bank, with its headquarters located in Malvern, Pennsylvania, is a subsidiary of Customers Bancorp, Inc., a bank holding company. The voting common shares of Customers Bancorp, Inc. are listed on the New York Stock Exchange under the symbol CUBI.

Customer Service driven VEVRAA Federal Contractor, seeking priority referral of qualified protected veterans.
Customers Bank will provide consideration for employment to qualified applicants without regard to their race, color, religion,
national origin, sex/ gender, sexual orientation, gender identity, protected veteran status or disability.



Equal employment opportunity, including veterans and individuals with disabilities.

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