Senior ITSM Process Owner

Pacific Life • Charlotte, NC

13d

About The Position

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. We’re actively seeking a talented Senior ITSM Process Owner to join our team in one of our US-based office locations, reporting to the AVP, Information Risk & Security Operations. This role is based in our new Charlotte, NC office. As a Senior ITSM Process Owner you’ll move Pacific Life, and your career, forward by leading and maturing our global Incident, Problem, and Change Management processes, ensuring the reliability and resiliency of critical IT services through ITIL-aligned practices, major incident leadership, and cross-regional collaboration. You will fill a new role that is part of a global team within Pacific Life Technology, working closely with technology and business leaders to drive process improvement, risk reduction, and operational excellence in a global enterprise environment.

Requirements

• 8+ years of ITSM experience in large, global organizations.
• Expertise in Incident, Problem, and Change Management
• Strong ServiceNow knowledge and ability to drive process automation.
• Proven major incident leadership and executive communications skills.
• Strong analytical, reporting, and stakeholder management capabilities.

Nice To Haves

• ITIL v3 or ITIL 4 certification
• Strong analytical, reporting, and stakeholder management capabilities.
• Experience managing global/offshore delivery models.

Responsibilities

• ITSM Process Ownership & Governance – Define, mature, and own global ITSM processes (Incident, Problem, Change) ensuring alignment with ITIL best practices that are right-sized to Pacific Life.
• Change Management – Oversee the enterprise Change Management process. Chair the weekly Change Advisory Board (CAB), reviewing changes for risk, conflicts, and business impact. Drive adoption of risk-based change practices to reduce failed changes, minimize disruption, and align with audit and compliance requirements.
• Major Incident Leadership – Oversee and lead high-impact incidents, ensuring rapid restoration of service and clear communication with executives and stakeholders pre- and post-Incident.
• Problem Management – Lead and oversee root cause analysis (RCA) for recurring and high-impact issues. Ensure remediation actions are assigned, tracked, and completed by owning teams. Use trend analysis to proactively identify systemic weaknesses and work with technology teams to reduce incident recurrence and improve service resiliency.
• Metrics, Reporting & Insights – Define KPIs/SLAs, deliver executive dashboards, and provide actionable insights to reduce risk and improve reliability.
• Continuous Improvement & Automation – Identify and implement process simplification, automation, and other enhancements to improve maturity, efficiency, and effectiveness.
• Leadership, Training & Team Enablement – Direct the team in tactical execution while mentoring and training IT staff across the enterprise.

Benefits

• Prioritization of your health and well-being including Medical, Dental, Vision, and a Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
• Generous paid time off options including Paid Time Off, Holiday Schedules, and Financial Planning Time Off
• Paid Parental Leave as well as an Adoption Assistance Program
• Competitive 401k savings plan with company match and an additional contribution regardless of participation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees