WHO WE ARE

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for talented team members who want to Dream. Do. Grow. with us.
An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company- delivering on Toyota’s vision to move people beyond what’s possible. At TFS, you will help create best-in-class customer experience in an innovative, collaborative environment.

WHO WE’RE LOOKING FOR

The TFS Banking and Commercial Lending team is seeking a skilled IT Governance Analyst (ITSM) to lead IT Service Management initiatives within a regulated financial services environment. The IT Governance Analyst (ITSM) will have deep experience in financial services, third-party risk, and a working knowledge of regulatory requirements such as OCC, FDIC, FFIEC, and CFPB guidelines.

The ideal candidate will drive ITIL v4-aligned practices across the organization to ensure seamless IT service delivery, regulatory compliance, and operational excellence.
Key Responsibilities:

Strategic ITSM Leadership:

• Develop and execute the ITSM strategy in alignment with business goals, ITIL v4 practices, and financial regulatory requirements.
• Serve as the organizational SME for ITIL v4, championing a culture of service orientation and continual improvement.

Governance & Process Ownership:

• Oversee the design, implementation, and governance of ITIL v4-based practices, ensuring service quality and operational efficiency across Incident, Problem, Change Enablement, and Service Request Management.
• Lead Service Level, Configuration, and Knowledge Management while driving Release, Service Catalog, and Continual Improvement initiatives through metrics-driven optimization.

Operations & Performance Management:

• Establish and maintain robust monitoring, metrics, and reporting across all ITSM processes, tracking key performance indicators (KPIs) such as MTTR, change success rate, service availability, and customer satisfaction while conducting regular service reviews with IT and business stakeholders to assess performance and identify improvement opportunities.

Regulatory & Risk Alignment:

• Ensure all ITSM processes align with financial industry regulatory obligations (e.g., FFIEC, SOX, NYDFS, GLBA) by collaborating with cybersecurity, risk, and compliance teams to embed controls into service workflows and support audits.

Team & Tool Management:

• Partner with ITSM process owners, service desk staff, and analysts to manage the ITSM platform (e.g., ServiceNow), ensuring proper configuration, integration, and optimization while collaborating with infrastructure and application teams to enable seamless service delivery across hybrid and cloud environments.

Stakeholder Engagement:

• Serve as the primary liaison between IT Operations, business units, internal teams, and external vendors to ensure service quality, SLA adherence, issue resolution, and seamless collaboration.