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.