Production Management Global Support Group Manager - Director

The Production Management Global Support Group Manager is a Senior Manager position within SMBF Services Production Management, specifically for the Funds Services business area. This role is critical to the Services Client Experience, focusing on leading Global Production teams with a strong emphasis on continuous improvement and fostering a culture of highly resilient, engineering-led outcomes. The successful candidate will possess a deep understanding of Production management practices, including Operational, Resiliency & Recoverability, Change + Release Transition, Risk Management, SRE, and SDLC (Waterfall / Agile). The role also involves contributing to the broader Services and SMBF strategy, improvement initiatives, employee engagement, talent development, diversity, and inclusion. Key Responsibilities Stability & Resiliency: Maintain high levels of stability, resiliency, and prevention for Funds services, actively participating in and guiding incident recovery. Collaboration: Work with senior management across technology, operations, and business teams to develop actionable outcomes for Production. Change Readiness: Ensure high standards for Production Change Readiness and control adherence, prioritizing supportability, sustainability, and resiliency for technical changes. Technical Leadership: Drive the adoption of standard production tools for Funds applications, focusing on monitoring, observability, capacity, resiliency, recoverability, and automation improvements. Workload Management: Proactively assess and manage dominant L1, L2, and L3 workload drivers, identify emerging trends, and devise plans to improve efficiency and service levels. Automation & GenAI: Minimize human intervention by leveraging Generative AI and Automation capabilities, prioritizing development/product opportunities. SLA & Performance: Implement strong SLA/Performance measurement, analyse production insights, identify trends, and set clear goals for improvement. Business Acumen: Develop and maintain a strong understanding of Funds Solutions product functionality and business requirements. Stakeholder Influence: Collaborate and influence senior leaders on stability and operational topics both internally and externally. People Management: Manage and develop talent, conduct performance evaluations, and oversee reward & recognition. Vendor Management: Engage with vendors and partners to achieve high service levels. Budget & Staffing: Manage the Funds Production budget and staffing, making commercially minded decisions to optimize Total Cost of Ownership (TCO). Risk Management: Appropriately assess and manage risk, ensuring compliance with laws, regulations, and policies, applying sound ethical judgment, and transparently escalating/reporting control issues. Required Experience & Skills Experience: 10+ years of industry-relevant experience, highly experienced in various Production Management disciplines with a track record of continual improvement. Communication & Influence: Excellent interpersonal and communication skills, with the ability to influence and garner support from senior stakeholders and partners. Comfortable presenting issues, initiatives, and progress in various forums, and adept at distilling complex information into succinct messages. Quality & Problem Solving: Demonstrable commitment to quality, attention to detail, critical thinking, and problem-solving skills. Organizational Navigation: Highly effective at navigating complex organizations. Financial Acumen: Strong financial planning and cost discipline. Team Leadership: Exceptional staff engagement and talent development. Technical Proficiency: Experience managing distributed teams and familiarity with relevant technologies, including relational and NoSQL databases, middleware, programming languages, and operating systems. Cloud & Microservices: Experience/knowledge with supporting applications deployed as microservices on Cloud Environments. Innovation: Proven track record of keeping abreast of emerging industry and technological advances. Education: Bachelor’s/University degree, Master’s degree preferred and managerial experience ------------------------------------------------------ Job Family Group: Technology ------------------------------------------------------ Job Family: Applications Support ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Primary Location: Tampa Florida United States ------------------------------------------------------ Primary Location Full Time Salary Range: $170,000.00 - $300,000.00 In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire. ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Anticipated Posting Close Date: Jul 21, 2026 ------------------------------------------------------ Automated Processing and AI We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi. Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details. Illinois residents – AI Notice and Right ------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.