Corporate Vice President - IT Service Management Lead

New York Life•New York, NY

12d•$185,000 - $264,500•Hybrid

About The Position

As 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.