Director, IT Service Management (ITSM) – IT Service Management

Job Description

Corporate Vice President – IT Service Management Lead | New York Life Insurance Company

The Tone:
This is a full-time hybrid role at New York Life Insurance Company, following a model of regular collaboration with technology teams and leadership. The company, a Fortune 100 mutual company with a 180-year legacy, provides financial security and peace of mind, evolving into a more technology-, data-, and AI-enabled organization. This critical role leads the enterprise Service Management Office, driving operational excellence through ITIL-based service management practices across the organization. It is essential for strengthening service reliability, minimizing operational risk, and improving the quality and availability of technology services enterprise-wide.

The TL;DR
• Role: Full Time
• Type: Hybrid, 3 days per quarter
• Location: Hybrid, USA
• Pay: $185000–$264500 yearly
• Team: Leads the enterprise Service Management Office (SMO)
• Mission: Drive operational excellence, service maturity, operational resilience, and continuous improvement for IT services across the enterprise.
• Tech Stack: ServiceNow, AWS, Microsoft Azure, Google Cloud Platform, AIOps, observability platforms, predictive analytics, AI-enabled service management capabilities

What You’ll Actually Do
• Lead: Establish governance, standards, and strategic direction for Incident, Problem, and Change Management within the enterprise Service Management Office.
• Oversee: Provide leadership for enterprise operational processes, including major incident management and change governance, to ensure resilient and reliable technology services.
• Partner: Collaborate with technology, cybersecurity, risk, compliance, and business leaders to strengthen operational resilience and ensure adherence to requirements.
• Improve: Drive continuous improvement through operational reporting, executive dashboards, and data-driven insights to enhance service quality and decision-making.
• Evolve: Advance enterprise IT Service Management capabilities by optimizing ServiceNow, automating workflows, and leveraging AI, AIOps, and predictive analytics.

The Must-Haves
• Background: Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related discipline, or equivalent combination of education and experience. This is a Director-level role leading enterprise IT Service Management or Technology Operations functions.
• Experience: Extensive experience leading enterprise IT Service Management or Technology Operations functions within large, complex organizations, including major incident response and enterprise service restoration activities.
• Skills: Demonstrated expertise in ITIL practices (Incident, Problem, Change Management); strong experience with enterprise ITSM platforms, preferably ServiceNow; excellent analytical, communication, executive presentation, and stakeholder management skills.
• Bonus: ITIL v4 certification; experience within insurance, financial services, or another highly regulated industry; familiarity with cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform; experience with AIOps, observability platforms, predictive analytics, or AI-enabled service management capabilities; knowledge of Site Reliability Engineering (SRE) or DevOps practices.