Director, IT Enterprise Services – DevOps

📋 Description

• Take ownership of and enhance the enterprise ITSM and IT operations strategy, defining the operating model, governance framework, and accountability mechanisms necessary for resilient and high-performing service delivery.

• Lead the disciplines of Incident, Problem, and Change Management, reinforcing compliance, risk management, and operational stability while promoting business agility.

• Establish and govern the CMDB capability, advancing the Common Service Data Model (CSDM) to create a reliable and actionable system of record.

• Define, monitor, and continuously improve service KPIs and operational health metrics to promote transparency, accountability, and measurable enhancements in service quality and customer experience.

• Manage the allocated IT budget and third-party partner relationships, ensuring responsible spending, vendor accountability, and clear value realization.

• Collaborate 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 significant ServiceNow platform upgrades and capability expansions.

• Drive the consolidation and retirement of legacy tools and processes by migrating to the ServiceNow Catalog and implementing standardized workflows.

• Oversee the adoption of ServiceNow DevOps Change Velocity and Application Vulnerability Response to facilitate risk-based change governance, expedited delivery, and an enhanced security posture.

• Lead and develop a diverse, high-performing team of Scrum Engineers and practice leads across ITSM, SRE, and DevOps disciplines.

• Act as the primary intake point for new enterprise initiatives, facilitating prioritization, stakeholder alignment, and shared ownership of results.

• Construct and manage the 2026 Portfolio Plan, aligning investments and capacity with the broader Core Insurance Solutions strategy.

⛳️ Requirements

• Over 15 years of experience leading engineering, operations, and/or service management teams within a large-scale enterprise environment; experience in financial services or insurance is highly preferred.

• Extensive hands-on and strategic expertise with the ServiceNow ecosystem, including ITSM, ITOM, CMDB, and Strategic Portfolio Management (SPM).

• Proven success in implementing Demand, Resource, and Capacity Management within hybrid Agile or scaled Agile delivery frameworks.

• Demonstrated experience supporting IT audits, regulatory requirements, and control frameworks, especially in relation to Change Management.

• Strong leadership qualities, including mentoring, talent development, and effective communication with both technical and non-technical audiences.

🏝️ Benefits

• Comprehensive total compensation package.

• Annual bonus eligibility for most positions.

• 401(k) plan with company match.

• Flexible workplace options.