Location Designation: Hybrid - 3 days per quarter
Role OverviewAs the Director, IT Service Management (ITSM), you will lead New York Life's enterprise Service Management Office (SMO), establishing the governance, strategy, and execution of ITIL-based service management practices across the organization. This role is responsible for driving operational excellence through enterprise oversight of Incident, Problem, and Change Management while advancing service maturity, operational resilience, and continuous improvement.
Partnering closely with Infrastructure Engineering, Application Development, Information Security, Enterprise Architecture, and Business Technology teams, you will strengthen service reliability, minimize operational risk, and improve the quality and availability of technology services. You will also help shape the future of IT Operations by leveraging automation, analytics, and AI-driven capabilities to modernize service management practices and enhance the employee experience.
What You'll Do- Lead the enterprise Service Management Office (SMO), establishing governance, standards, and strategic direction for Incident, Problem, and Change Management while driving adoption of ITIL best practices across the organization.
- Provide leadership for enterprise operational processes, including major incident management, root cause analysis, change governance, and service improvement initiatives, ensuring technology services remain resilient, reliable, and aligned with business objectives.
- Partner with technology, cybersecurity, risk, compliance, and business leaders to strengthen operational resilience, improve service performance, and ensure compliance with enterprise governance, regulatory, and audit requirements.
- Drive continuous improvement through operational reporting, executive dashboards, performance metrics, and data-driven insights, enabling informed decision-making and increased service quality across the technology organization.
- Lead the evolution of enterprise IT Service Management capabilities by optimizing ServiceNow, advancing automation and workflow standardization, and identifying opportunities to leverage AI, AIOps, and predictive analytics to improve operational efficiency and service delivery.
- Build and develop high-performing ITSM teams by providing coaching, mentorship, and leadership while fostering a culture of accountability, collaboration, innovation, and continuous improvement.
What You'll BringRequired Skills- Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline, or equivalent combination of education and experience.
- Extensive experience leading enterprise IT Service Management or Technology Operations functions within large, complex organizations.
- Demonstrated expertise in ITIL practices, including Incident, Problem, and Change Management, with experience establishing governance and driving process maturity.
- Proven experience leading major incident response, operational crisis management, and enterprise service restoration activities.
- Experience leading cross-functional technology initiatives and influencing stakeholders across infrastructure, application development, cybersecurity, enterprise architecture, and business organizations.
- Strong experience with enterprise ITSM platforms, preferably ServiceNow, including governance, workflow optimization, reporting, and process automation.
- Excellent analytical, communication, executive presentation, and stakeholder management skills with the ability to influence strategic decisions across all levels of the organization.
- Demonstrated success developing high-performing teams and fostering a culture of operational excellence and continuous improvement.
Preferred Skills- ITIL v4 certification or equivalent IT Service Management 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), DevOps practices, and modern operational excellence frameworks.
Success Looks Like- Enterprise Incident, Problem, and Change Management processes operate consistently with strong governance, measurable service quality improvements, and increased organizational maturity.
- Major incidents are managed effectively, reducing business disruption while improving mean time to restore service (MTTR), service availability, and stakeholder communications.
- Problem Management practices reduce recurring incidents through disciplined root cause analysis, proactive remediation, and effective governance of known errors.
- Enterprise change activities demonstrate improved planning, risk management, implementation success rates, and reduced operational impact.
- Executive dashboards and operational metrics provide meaningful insights that improve decision-making, accountability, and continuous service improvement.
- ServiceNow and enterprise ITSM capabilities continue to evolve through automation, workflow optimization, and AI-enabled operations that reduce manual effort and improve employee experience.
- Cross-functional partnerships strengthen operational resilience, regulatory compliance, and technology service reliability across the enterprise.
Working ModelThis role follows New York Life's hybrid working model and requires regular collaboration with technology teams, business partners, and enterprise leadership. Occasional participation in major incident response, operational governance meetings, and critical production events outside of standard business hours may be required to support enterprise technology operations.
Pay TransparencySalary Range: $185,000-$264,500
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Job Requisition ID: 94442
