Technology Support Director – Premier Client
JPMorgan Chase · Palo Alto, United States +1 · 26d ago
Embark on a transformative journey in technology risk management at a leading financial firm. You will help shape how we deliver a resilient, high-quality technology experience to some of our most strategic, highest-revenue clients. You will work with partners across regions and functions to strengthen operational excellence, enable change safely, and ensure outcomes align with regulatory expectations and business goals.
As a Technology Support Director at JPMorganChase within the Commercial & Investment Bank Premier Client Technology team, you will lead a team that supports the firm’s most strategic clients within Payments and Global Banking. You will drive global coverage strategy and execution across the United States, Latin America, Asia Pacific, and Europe, Middle East and Africa, ensuring consistent client engagement, disciplined issue management, and strong risk and controls practices.
Job responsibilities
- Lead a global technology support team focused on service health, operational excellence, and a seamless client experience for strategic Payments and Global Banking clients.
- Partner with product, sales, implementation, and service teams to deliver measurable improvements in client outcomes and service performance.
- Monitor systems performance (trends, health, client activity, and service metrics) and drive actions that improve stability, responsiveness, and client satisfaction.
- Establish consistent operating routines across regions for onboarding readiness, implementation support, and ongoing service management.
- Drive operational rigor in incident management, problem management, service recovery, and continuous improvement across regions.
- Ensure effective governance over client engagements and escalations, coordinating with Compliance, Risk, Legal, and Operations as needed.
- Promote a culture of conduct excellence, operational discipline, and strong controls aligned to policies and procedures.
- Build strong partnerships with regional leaders and cross-functional stakeholders to align on strategy, resources, priorities, and client outcomes.
- Prepare and deliver executive-ready updates on portfolio performance, key risks, strategic initiatives, and priority actions.
- Sets reuse-first expectations for enterprise-authorized AI adoption within the work environment across support operations to accelerate incident insights and operational reporting, with human-in-the-loop validation and appropriate handling of sensitive data.
- Establishes governance standards for AI-assisted workflows used in incident/problem/change processes (including documentation and trend analysis), ensuring traceability/auditability and alignment to resiliency and security expectations.
Required qualifications, capabilities, and skills
- 7+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Demonstrated experience leading teams in a client-facing technology support, service delivery, relationship management, or commercial leadership role within financial services.
- Proven ability to manage complex, high-value client relationships and influence senior client stakeholders.
- Experience operating in a global, matrixed environment across multiple regions and cultures.
- Strong risk and controls mindset, including experience partnering effectively with control functions and adhering to policies and procedures.
- Experience leading disciplined issue management practices, including escalation management and service recovery.
- Excellent communication skills, with ability to synthesize complex topics and present clearly to senior executives and clients.
- Demonstrated experience leading safe use of enterprise-authorized AI capabilities within the work environment within production support workflows, including validation practices and awareness of data sensitivity.
- Ability to define review/approval and escalation expectations for AI-assisted recommendations while maintaining operational, security, and auditability outcomes
- Bachelor’s degree required.
Preferred qualifications, capabilities, and skills
- Experience supporting multinational corporate clients and coordinating coverage across regions.
- Knowledge of transaction banking and payments solutions, such as cash management, treasury services, liquidity solutions, payables and receivables, and cross-border payments.
- Experience leading through transformation or change, such as operating model buildout, process modernization, or client experience initiatives.
- Demonstrated ability to build and develop talent and foster a high-performance culture.
This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorgan Chase’s review of criminal conviction history, including pretrial diversions or program entries.