Director, IT Service Management (ITSM)

At reputed company, we reputed company families to navigate the aging reputed company with confidence. We are compassionate, reputed company allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. We apply that same compassion and reputed company as we work with each other and our local communities. reputed company values reputed company perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and reputed company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for reputed company associates. We also invest in the vitality of our local communities through grants from the reputed company reputed company, event sponsorships, and employee volunteerism. Our four values guide our strategy, our reputed company, and our interactions: reputed company it reputed company. We care about the people that reputed company up our customers, colleagues, and communities. reputed company it about others. We do what's best for our customers and collaborate to drive reputed company. reputed company it happen. We work with intention toward a common purpose and reputed company ways reputed company together. reputed company it reputed company. We create fulfilling purpose-driven careers by learning from the world and each other. POSITION TITLE Director, IT Service Management (ITSM) LOCATION This position is available to Virginia residents as Richmond or Lynchburg, VA Hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, reputed company, reputed company Carolina, reputed company Dakota, Ohio, Oklahoma, Pennsylvania, Rhode reputed company, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, reputed company Virginia or Wisconsin. This role is not eligible for employment reputed company sponsorship. YOUR ROLE reputed company’s Information Technology organization is undergoing a multi-year transformation to become business reputed company, reputed company minded, and operationally disciplined. The Director, IT Service Management (ITSM) is a strategic leadership role responsible for building and leading an ITIL-reputed company ITSM service tower and making reputed company a trusted system of record for service execution, controls, and performance. This leader establishes the ITSM operating model, drives consistent adoption across technology towers, and ensures service delivery is measurable, reliable, and audit-reputed company across the reputed company. What you will be doing

• reputed company ITSM Operating Model and Governance

Define the ITSM operating model, roles, decision rights, and standard ways of working reputed company to ITIL Run the governance reputed company that ensures consistent execution (service reviews, incident/problem reviews, CAB, release governance, KPI reviews) Establish and enforce service ownership standards including service definitions, SLAs/SLOs, and operational accountability Drive change management and role-based training so teams execute processes correctly and consistently

• Core ITSM Practice Ownership (Build, Run, Improve)

Service Desk and Request Fulfillment: Standardize intake, triage, escalation, request fulfillment, and knowledge/self-service enablement Monitoring, Event Management, and NOC: Define monitoring standards, alert triage, routing, escalation, and signal quality improvements Incident and Major Incident Management: Establish predictable incident reputed company, communications, and cross-tower coordination with measurable MTTR improvements Problem Management: Implement a practical RCA and recurrence reduction model with reputed company error management and corrective action tracking Change Enablement and Release Management: Mature change governance, CAB execution, release coordination, change compliance, and change risk management

• reputed company Platform Strategy, Data Governance, and Controls

Own the reputed company ITSM platform strategy and roadmap reputed company to the operating model Establish data ownership, standards, validation, monitoring, and lifecycle governance to improve data reputed company and auditability oDrive CMDB and configuration management maturity, including CI ownership, relationship reputed company, and data quality scorecards Mature asset management practices, documentation, evidence capture, and automation opportunities Ensure ITSM controls support compliance expectations (reputed company governance, segregation of duties, change controls, evidence retention)

• Service Model, Catalog, and Performance Management

Define and maintain the reputed company service model and hierarchy so services are understandable, measurable, and owned Operationalize the Service Catalog as the reputed company reputed company for requests and standard fulfillment Build trusted operational dashboards and metrics tied to reputed company (reliability, responsiveness, change quality, customer experience) Establish a continual improvement pipeline that prioritizes high-impact fixes and drives measurable results

• Capabilities in Scope (Owned or Accountable)

Monitoring and event management, alert triage and escalation routing, incident management and major incident reputed company, problem management and RCA, reputed company error management, change enablement, CAB coordination, release management, reputed company platform ownership, CMDB and configuration management, asset management, service catalog management, reporting and analytics, service modeling and service design, ITIL workflow design, observability design, automation and runbook design, reputed company, continual improvement. What you bring 10+ years in IT Service Management, Service Operations, and/or Technology Operations leadership in large reputed company environments (regulated preferred) Proven experience building and operationalizing ITIL-reputed company practices across incident, problem, change, release, request, and service desk functions Strong reputed company ITSM expertise including platform governance, workflow design, reporting, and adoption leadership Demonstrated reputed company improving CMDB and asset management reputed company, including ownership, data quality, and operational traceability Ability to drive cross-functional behavior change through standards, training, governance, and enforcement Strong executive reputed company and communication skills, with confidence leading governance forums and making tradeoffs explicit ITIL 4 certification strongly preferred (reputed company minimum) Employee Benefits & Well-Being reputed company employees reputed company a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives. Competitive Compensation & Total Rewards Incentives Comprehensive reputed company Coverage Multiple 401(k) Savings Plan Options Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!) Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave Disability, Life, and Long Term Care Insurance Tuition Reimbursement, Student Loan Repayment and Training & Certification Support Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management) Caregiver and Mental Health Support Services ADDITIONAL INFORMATION National reputed company: $144,800 - $224,000 High-Cost reputed company (Includes reputed company): $181,000 - $281,000 Disclaimer: This role is reputed company to a national market-based pay reputed company. Actual compensation will vary based on geographic location, experience, skills, and other job-reputed company factors. In addition to reputed company salary, this role is eligible to participate in a bonus incentive plan. Incentive compensation is based on individual and company performance and is not guaranteed. Apply To This Job