Digital Shared Services Senior Manager

Job description

Overview Manages the activities and strategic direction of the Digital Shared Services department, including indirectly managing several diverse types of Technology operations and/or support function teams. Responsible for the budget of multiple cost centers spanning concurrent development streams. Provides long and short-term strategic direction across two key shared service areas — Testing and Site Reliability Engineering (SRE) — spanning multiple applications and/or cost centers. Serves as primary contact to Divisional peers, Technology leadership team, Management Group and business partners. Oversees development and career planning for all team members. Technical Focus Areas Testing - Automated testing strategy and execution across the delivery lifecycle - Working knowledge of Ruby and Cucumber for behavior-driven and automated test development Site Reliability Engineering (SRE) - Production support and operational ownership of live systems - Incident management — detection, triage, escalation, and post-incident review - Operating effectively in a complex, high-pressure environment where production issues carry real business impact Both areas - Applying Generative AI and agentic software development practices (e.g. AI-assisted test generation, autonomous coding/ops agents) to improve testing coverage and operational efficiency - Running delivery through Agile and Kanban workflows, tailoring ceremonies and flow metrics to team and program needs. Primary Responsibilities Direct and participate in consults with client management in the analysis of short and long-range business requirements of the largest and/or most complex nature and recommend innovations that anticipate future impact of changing business requirements. Build positive client relationships to support the delivery of these activities. Monitor technology direction of the industry and vendor applications specific to test automation, observability, and incident management tooling. Manage supporting research and initiation of change to the status quo, when necessary, to ensure implementation of appropriate technologies. Manage vendor/product analyses and recommendations to ensure delivery of the most appropriate end product based on available resources, inclusive of budget. Develop and manage multiple cost center budgets. Provide senior level leadership across testing, production support, and technology infrastructure domains. Manage Technology department(s) and responsible for all financial, compliance, human resources and risk operations within the departments. Direct testing and SRE activities of assigned teams, including assignment of staff to various projects and production support rotations, and ensure their timely completion within budget. Coordinate activities with other managers as required to support efforts of mutual interest. Manage the implementation of technology consistent with Division standards and long-range plans, seeking opportunities to leverage automated testing and SRE practices across other teams as applicable. Ensure activities managed adhere to all Department and Technology standards and procedures, including all documentation requirements to protect Bank interests and serve as a reference source. Manage and ensure the recommendation of test strategies and operational runbooks based on business and technology requirements. Manage identification of issues and concerns throughout the process, including production incidents, and ensure they are investigated and resolved. Manage monitoring of project and incident-response plans of assigned teams to ensure they remain on track; identify and address significant issues that may result in delays or elevated production risk. Remain current on activities outside assigned teams that may impact activities of the teams or systems managed. Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations. Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management. Promote an environment that supports belonging and reflects the M&T Bank brand. Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. Complete other related duties as assigned. Scope of Responsibilities Oversees a team where the majority of employees are Test Engineers, Site Reliability Engineers, Business Systems Analysts, Scrum Masters, Technology Supervisors, Team Leads, Managers, and/or other similar roles in Technology. Supervisory / Managerial Responsibilities 20-50 Education and Experience Required A combined minimum of 13 years’ higher education and/or work experience, including a minimum of 4 years’ technology or systems experience and 9 years’ technology management / program leadership experience including people management Solid knowledge of automated testing strategies and frameworks Working knowledge of Ruby and Cucumber Direct experience with production support and incident management Demonstrated ability to operate effectively in a complex, high-pressure production environment Exposure to GenAI and agentic software development tooling and practices Experience leading teams using Agile and Kanban methodologies Capable of working on multiple projects of a complex nature Experience on large system enhancements, conversions, and production problem resolution Complete understanding of the system development life cycle Excellent problem-solving, analytical, and decision-making skills Excellent verbal and written communication skills Excellent organizational and time management skills Prior experience encouraging teamwork and serving as a role model when leading and directing others Understanding of technical, business and operational impacts of a project or problem Confidence in leading multiple teams often in different geographic locations and time zones Prior experience presenting to senior management Education and Experience Preferred Master’s degree Minimum of 12 years’ technology management or large program leadership experience Extensive experience building or scaling an SRE practice, including on-call structure, SLOs/SLIs, and postmortem culture Extensive experience with test automation strategy across a large application portfolio Subject Matter Expert understanding of applications supported with an advanced knowledge of interfacing/integrated applications Understanding of multiple business areas’ functions Proven mentoring and leadership capabilities from a project management perspective Good understanding of the Bank’s application framework Aware of the Bank’s business plan and strategic objectives with ability to shape direction Mastered knowledge and focus of the entire system and support projects outside of normal business-as-usual (BAU) Self-motivated and able to motivate others We support our team members with generous benefits. Competitive compensation Health, welfare, and retirement benefits 401(k) match at 5% Work-life balance and flexible work arrangements Banking Officers start with 25 days PTO plus 12 paid holidays 40 hours paid volunteer hours per year Much more. For details, see: M&T Benefits Overview M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $167,600.00 - $279,400.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. Location Buffalo, New York, United States of America