Director, IT Service Management (ITSM)

Genworth Financial • Richmond, VA

4d • $143,700 - $271,900 • Hybrid

About The Position

Genworth’s Information Technology organization is undergoing a multi-year transformation to become business aligned, enterprise minded, and operationally disciplined. The Director, IT Service Management (ITSM) is a strategic leadership role responsible for building and leading an ITIL-aligned ITSM service tower and making ServiceNow a trusted system of record for service execution, controls, and performance. This leader establishes the ITSM operating model, drives consistent adoption across technology towers, and ensures service delivery is measurable, reliable, and audit-ready across the enterprise.

Requirements

• 10+ years in IT Service Management, Service Operations, and/or Technology Operations leadership in large enterprise environments (regulated preferred)
• Proven experience building and operationalizing ITIL-aligned practices across incident, problem, change, release, request, and service desk functions
• Strong ServiceNow ITSM expertise including platform governance, workflow design, reporting, and adoption leadership
• Demonstrated success improving CMDB and asset management outcomes, including ownership, data quality, and operational traceability
• Ability to drive cross-functional behavior change through standards, training, governance, and enforcement
• Strong executive presence and communication skills, with confidence leading governance forums and making tradeoffs explicit

Nice To Haves

• ITIL 4 certification strongly preferred (Foundation minimum)

Responsibilities

• Define the ITSM operating model, roles, decision rights, and standard ways of working aligned to ITIL
• Run the governance cadence that ensures consistent execution (service reviews, incident/problem reviews, CAB, release governance, KPI reviews)
• Establish and enforce service ownership standards including service definitions, SLAs/SLOs, and operational accountability
• Drive change management and role-based training so teams execute processes correctly and consistently
• Standardize intake, triage, escalation, request fulfillment, and knowledge/self-service enablement for Service Desk and Request Fulfillment
• Define monitoring standards, alert triage, routing, escalation, and signal quality improvements for Monitoring, Event Management, and NOC
• Establish predictable incident command, communications, and cross-tower coordination with measurable MTTR improvements for Incident and Major Incident Management
• Implement a practical RCA and recurrence reduction model with known error management and corrective action tracking for Problem Management
• Mature change governance, CAB execution, release coordination, change compliance, and change risk management for Change Enablement and Release Management
• Own the ServiceNow ITSM platform strategy and roadmap aligned to the operating model
• Establish data ownership, standards, validation, monitoring, and lifecycle governance to improve data integrity and auditability
• Drive CMDB and configuration management maturity, including CI ownership, relationship integrity, and data quality scorecards
• Mature asset management practices, documentation, evidence capture, and automation opportunities
• Ensure ITSM controls support compliance expectations (access governance, segregation of duties, change controls, evidence retention)
• Define and maintain the enterprise service model and hierarchy so services are understandable, measurable, and owned
• Operationalize the Service Catalog as the front door for requests and standard fulfillment
• Build trusted operational dashboards and metrics tied to outcomes (reliability, responsiveness, change quality, customer experience)
• Establish a continual improvement pipeline that prioritizes high-impact fixes and drives measurable results
• Monitoring and event management, alert triage and escalation routing, incident management and major incident command, problem management and RCA, known error management, change enablement, CAB coordination, release management, ServiceNow platform ownership, CMDB and configuration management, asset management, service catalog management, reporting and analytics, service modeling and service design, ITIL workflow design, observability design, automation and runbook design, knowledge management, continual improvement.

Benefits

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed