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IT Director - Service Management Platform

Company: MetLife
Location: Cary
Posted on: January 13, 2022

Job Description:

Press Tab to Move to Skip to Content Link IT Director - Service Management Platform The Director - Service Management Platform has overall responsibility for the operational delivery and strategic roadmap for the platform that facilitates MetLife's Service Management processes (ServiceNow). This role provides leadership and oversight to the Service Management Platform team, ensuring alignment to business strategy and the vendor roadmap, and is responsible for the overarching governance of the platform. -ServiceNow represents MetLife's Service Management solution, facilitating the execution of processes including Incident Management, Request Management, Change Management, Release Management, and Vendor Risk Management. Over 9,000 MetLife employees globally use ServiceNow to manage over 2.8 million tickets annually. Key Responsibilities:

  • Drives operational performance of the ServiceNow platform, ensuring the environment and integrations are stable and secure while maintaining product currency
  • Maintains and executes against product roadmaps ensuring continual improvement of capabilities and effective use of new vendor features to maximize the value of the platform for stakeholders
  • Refines the product backlog to prioritize features in alignment with strategic goals
  • Identifies areas of opportunity for automation and workflow management; markets tools internally to business partners where operational opportunities are identified
  • Performs team leadership responsibilities including staff development Essential Business Experience and Technical Skills: Required:
    • 5+ years' experience with ServiceNow or similar cloud-based workflow systems
    • Demonstrated knowledge of IT Service Management processes
    • Ability to partner with stakeholders at various levels of the organization to establish consensus and deliver outcomes
    • Ability to independently plan deliverables and coordinate with team members
    • Bachelor's Degree in Information Systems or related field Preferred:
      • 3+ years of technical ServiceNow Platform skills with emphasis on ITSM product suite
      • ITIL v3/v4 certification
      • Experience developing and executing against Product Roadmaps
      • Experience managing large scale / global processes and platforms
      • Demonstrated ability to partner with vendor Product Management
      • Experience supporting solution deployments and releases Business Category Number of Openings 1 At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers. MetLife: MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. We are one of the largest institutional investors in the U.S. with $642.4 -billion of total assets under management as of March 31, 2021. We are ranked #46 -on the Fortune 500 list for 2021. In 2020, -we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies." - MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world. We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below. MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law. MetLife maintains a drug-free workplace.

Keywords: MetLife, Elgin , IT Director - Service Management Platform, Executive , Cary, Illinois

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