IT Director - Technology Services Support (ITSM)

Voya Financial • Windsor, CT

1d • Hybrid

About The Position

Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now Position Summary: Voya is seeking a IT Service Management (ITSM) Director to join the ITSM team. This individual must be a self-starter, extremely customer focus and pay close attention to detail. This candidate must enjoy working in a fast paced and complex environment. Demonstrated communication, problem solving and resource management skills are a must. The ITSM Director is accountable for managing multiple Service Management processes and large process initiatives. The ITSM Director will also interface with customers leveraging sound internal consulting skills to gather process requirements, access process design and adoption and identify continuous improvement opportunities. Additionally they interact with Senior IT leadership to identify process concerns, collaborate of improvements and communicate changes to the larger IT audience. The ITSM Director has strong written and verbal skills and is able to communicate with practitioner level individuals through senior leadership on the IT and Business side. The Director is responsible for assisting ITSM leadership with establishing and maintaining a roadmap for the ITSM disciplines. Additionally, the Director will help the ITSM team delivery capabilities and enhancements in support of the roadmap deliverables. The candidate will have an extensive knowledge of ITIL Foundation and ITSM processes. The ITSM Director is responsible for establishing solutions to address business needs related to Service Management processes. The resource will collaborate with customers, vendor partners and other Voya IT areas to develop and implement solutions.

Requirements

• ITIL Foundation Certified (at a minimum)
• Advanced ITIL certification in processes under primary management - 10+ years of experience with ITIL processes - Demonstrated success in project execution with involvement in multiple major projects - Ability to draw from knowledge of multidisciplinary practices to achieve desired outcomes
• Working knowledge of all aspects of IT including, Operations, Infrastructure and Applications
• Ability to assess cost, benefits and viability of proposed solutions

Responsibilities

• Lead the organization in adoption and operationalization of ITIL based processes leveraging ITSM best practices
• Understand and review Process Architecture Designs and ensure delivery of ITIL process solutions for key Service Management areas
• Define associated policies and standards to be employed with process solutions
• Develop and support integrated process roadmap with interfaced processes.
• Responsible for understanding the interfaces between their process and other processes or sub-processes. Works closely with other process owners and sub-owners to optimize the integration of their process with other processes.
• Responsible for defining process service levels derived from customer requirements and measurement of the process against those service levels. Monthly, quarterly and yearly validation of process service levels with customers to ensure consistent alignment.
• Conducts periodic operational reviews with management to review process performance, explain gaps and develop and execute plans to close them.
• Manage enterprise initiatives and Technology Services projects on an as need basis
• Champion integration between IT Service Management processes, ensuring end-end integration
• Facilitate requirements gathering discussions with stakeholders.
• Interact with both technical resources and customers to identify and document business requirements.
• Transform business requirements into process specifications
• Manage and oversee process activities from creation and improvements, through process design and organizational impact & change management to implementation
• Workflow analysis and identification of problem solving and service improvement opportunities
• Interface with Service Now reporting team to define and document the appropriate service performance reports that will assist the IT Service Management team
• Perform process assessments ensuring effectiveness, efficiency, adaptability and continuous improvement.
• Participate in periodic audits to ensure processes comply to policy and standards
• Facilitate user training including the creation of training material
• Other duties as assigned

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed