Director, IT Enterprise Services – DevOps

Role Overview

• Own and evolve the enterprise ITSM and IT operations strategy, defining the operating model, governance framework, and accountability mechanisms required for resilient, high-performing service delivery
• Lead Incident, Problem, and Change Management disciplines, strengthening compliance, risk management, and operational stability while supporting business agility
• Establish and govern the CMDB capability, maturing the Common Service Data Model (CSDM) to ensure a trusted, actionable system of record
• Define, monitor, and continuously improve service KPIs and operational health indicators to drive transparency, accountability, and measurable improvements in service quality and customer experience
• Manage the assigned IT budget and third-party partner relationships, ensuring responsible spend, vendor accountability, and clear value realization
• Partner closely with IT leaders, business stakeholders, and the PMO to align service delivery priorities with enterprise strategies and outcomes
• Lead complex, high-impact initiatives, including major ServiceNow platform upgrades and capability expansions
• Drive consolidation and retirement of legacy tools and processes through migration to the ServiceNow Catalog and standardized workflows
• Oversee adoption of ServiceNow DevOps Change Velocity and Application Vulnerability Response to enable risk-based change governance, faster delivery, and improved security posture
• Lead and develop a diverse, high-performing team of Scrum Engineers and practice leads across ITSM, SRE, and DevOps disciplines.
• Serve as the primary intake point for new enterprise initiatives, facilitating prioritization, stakeholder alignment, and shared ownership of outcomes
• Build and oversee the 2026 Portfolio Plan, aligning investments and capacity with the broader Core Insurance Solutions strategy.

Requirements

• 15+ years leading engineering, operations, and/or service management teams within a large-scale enterprise environment; experience in financial services or insurance is strongly preferred
• Deep hands-on and strategic expertise with the ServiceNow ecosystem, including ITSM, ITOM, CMDB, and Strategic Portfolio Management (SPM)
• Demonstrated success implementing Demand, Resource, and Capacity Management within hybrid Agile or scaled Agile delivery models
• Proven experience supporting IT audits, regulatory requirements, and control frameworks, particularly related to Change Management
• Strong people leadership skills, including mentoring, talent development, and effective communication across technical and non-technical audiences.

Tech Stack

• ITSM
• ServiceNow

Benefits

• total compensation package
• annual bonus eligibility for most roles
• 401(k) with a company match
• Flexible Workplace