Director, IT Service Management

You desire impactful work.
 

You’re RGA ready

RGA is a purpose-driven organization working to solve today’s challenges through innovation and collaboration. A Fortune 500 Company and listed among its World’s Most Admired Companies, we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.

Leads the IT Service Management team and program, including roadmap, service platform ownership, reporting and collaboration with all partner teams leveraging standard processes. Manages continuous maturity of ITSM processes including organizational change management steps to ensure successful adoption. Responsible for development, implementation and optimization of the ITSM platform (ServiceNow) to meet requirements for ITSM and other partners outside IT with vendor support and supplemental sourcing partners.

PRINCIPAL DUTIES:

• Supervises and provides mentorship for the ITSM team. This includes hiring, training, evaluating and coaching. Meeting regularly to discuss task delegation, performance issues, projects, changes in procedures and/or duties, completing performance reviews.

• Responsible for owning, managing, and maintaining ITSM processes, effectively communicating changes to processes, creating and maintaining documentation. Collaborates across Global Technology to ensure adherence to all ITSM enterprise policies, controls, standards, processes and best practice guidelines.

• Provides reporting services for ITSM KPIs, SLA and compliance metrics in support of improving service quality.

• Manages ITSM platform development requests to determine feasibility, business value, priority through to setting expectations and delivery to stakeholders.

• Performs task automation and implements process improvements; recommends enhancements that result in increased quality and service.

• Develops the Configuration Management Database (CMDB) through Service Mapping resulting in business value.

• Responsible for IT Change controls, leads the Global Change Advisory Board (CAB) and compliance reporting.

• Leads cross functional teams in root cause analysis during the ITSM activities, such as, Incident and Problem Management. Performs on-call responsibilities with regards to Incident Management, including after-hours service degradation or outage management.

• Responsible for Maintenance Window management and participates in standard rotation.

• Manages vendor value proposition for service related tools and supplemental sourcing partners including budget and cost distribution to stakeholders

EDUCATION:
Required:

• Bachelor’s Degree in Arts/Sciences (BA/BS) or equivalent experience

Preferred:

• Master’s degree in Arts/Sciences (MA/MS) and/or LOMA certification

EXPERIENCE:

Required:

• 3+ years people leadership experience

• 8+ years ITSM related experience with change, problem, incident and configuration management.

• 2+ years ServiceNow experience

• 10+ years IT Service Management related experience

Preferred:

• 2+ years Life Insurance industry knowledge

• …