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About the Role

Lead New York Life's enterprise Service Management Office (SMO), establishing governance, strategy, and execution of ITIL-based service management practices. Drive operational excellence through oversight of Incident, Problem, and Change Management, advancing service maturity, operational resilience, and continuous improvement. Partner with various technology and business teams to strengthen service reliability, minimize risk, and improve technology service quality and availability. Leverage automation, analytics, and AI to modernize practices and enhance employee experience.

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.
Provide leadership for enterprise operational processes, including major incident management, root cause analysis, change governance, and service improvement initiatives.
Partner with technology, cybersecurity, risk, compliance, and business leaders to strengthen operational resilience, improve service performance, and ensure compliance.
Drive continuous improvement through operational reporting, executive dashboards, performance metrics, and data-driven insights.
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.
Build and develop high-performing ITSM teams by providing coaching, mentorship, and leadership while fostering a culture of accountability, collaboration, innovation, and continuous improvement.

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.

Skills

ITIL practices
Incident Management
Problem Management
Change Management
ServiceNow
Automation
AI
AIOps
Predictive Analytics
ITIL v4 certification
Cloud platforms (AWS, Microsoft Azure, Google Cloud Platform)
Site Reliability Engineering (SRE)
DevOps practices

Location

Hybrid

Work Type

Hybrid

Experience Level

Director

Education Level

Bachelor's degree

Salary/Compensations

$185,000-$264,500

Benefits

Leave programs
Adoption assistance
Student loan repayment programs

About the Company

New York Life is a Fortune 100 mutual company with a 180-year legacy of purpose and integrity, evolving into a more technology-, data-, and AI-enabled organization.
The company's diverse business portfolio creates opportunities to make a difference across industries and communities.
New York Life offers a balance of stability and forward momentum, supported by an inclusive team.
The company is committed to improving local communities through employee giving and volunteerism, supported by the Foundation.
New York Life operates in the best interests of its policy owners due to its mutuality.

Equal Opportunity

At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities.
The company has a longstanding commitment to creating an environment where individuals can contribute their best and succeed together.
This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported.
By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities.
Recognized as one of Fortune’s World’s Most Admired Companies.