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IT Manager - Information Technology Service Management Director

Bank of Hawaii

Oahu, HI
Job Code:
  • Customer Service
  • Financial Services
  • Information Technology
Bank of Hawaii
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Job Details

IT Manager - Information Technology Service Management Director-1700412

Bank of Hawaii
In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change. At Bank of Hawaii, we think of ourselves as forward thinking pace setters. We are constantly finding creative ways to deliver leading edge financial services to our customers.  Now, we’re embracing change with our new 21st century banking.


It’s our IT team who helps us succeed in offering first class service in new and innovative ways.  As a member of the Information Technology community, you will be among the very best in your profession in an environment that places a high value on integrity, innovation and teamwork.  It motivates us to be decisive, work together to solve problems, and never settle for less than best.


Does this sound like you?
Are you ambitious?  Want to make a difference in how your company operates? Are you a change leader?  Do you thrive in an environment that leverages your abilities as a technology champion?  Are you a self-starter and a forward thinker?  If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!


A day in your life as an IT Manager - ITSM Director
Responsible for the Information Technology Service Management processes. Also, assists in business unit’s compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

  • Organizes and directs the ITSM activities, including the Service Desk and Service Management functions within IT.  Has overall responsibility for the success of the ITSM programs, Service Management and Service Desk.
  • Assists in the development of an ITSM program, including departmental roadmaps and project portfolios for ITSM management.
  • Implements guidelines for ITSM Program.  Generates regular ITSM reports and aligns with operational leadership.
  • Establishes surveys and performance metrics for service management.  Measures and reports on trends of service delivery performance across the organization and on ITSM service specific programs.
  • Assists in IT budgeting process and in IT allocation and recovery processes.
  • Establishes and supports financial metrics with internal and external providers to evaluate IT spend. Assists with lifecycle management and timing of financial spend for projects.
  • Communicates with other managers to learn about implications of other projects and scope of involvement.  Keeps informed of projects.
  • Provides analysis of asset licensing and renewals as necessary.
  • Demonstrates customer service focus by not only providing good service and considering the effect of all actions on internal and external customer service, but always looking for ways to improve service.
  • Performs miscellaneous responsibilities and duties as assigned.

This position requires use of a personal computer and other standard office equipment (typewriter, fax, copier, calculator and telephone).



  • Bachelor’s Degree in Computer Science, Information Systems, or equivalent education or work experience.



  • Minimum of 10 years of experience related to IT management, including infrastructure and/or application management teams’ responsibility for oversight, management, and communication of complex technical programs.
  • Banking/financial industry or related field preferred.
  • Should have minimum 3 years of experience managing teams ITIL trained team members and minimum of 3 years of effective project management experience. 


Technical Skills: 

  • Demonstrated proficiency and expertise with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access, PowerPoint and SharePoint) or similar software. 
  • Knowledge of or ability to use Bank software and systems. 
  • Familiarity with BMC Atrium or Discovery Manager a plus.


Other Job Qualifications: 

  • Excellent oral and written communication, analytical and problem solving skills. 
  • Effective interpersonal skills and collaborative management style to include teamwork and team building ability.  
  • Effective conflict management, negotiating and problem solving skills.
  • Must be comfortable with ambiguity and time spent outside of comfort zone acquiring new skills.
  • Able to be flexible in a fast paced dynamic environment with shifting roles and responsibilities. 
  • Must be technically creative and open-minded. 
  • Should have a high attention to detail with regard to accounting skills, be able to work without direct supervision and have an above average understanding of information technology topics. 
  • Able to work flexible hours including holidays, weekends and evenings as needed or assigned. 
  • Must be able to provide own transportation or operate a vehicle with a valid driver’s license and commute as necessary.


All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.

Job Function Information Technology
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting May 23, 2017, 2:20:56 PM
Unposting Date Ongoing

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