Corporate Vice President - IT Service Management Lead
$185,000–$264,500 year
Remote
Job Summary
Lead the enterprise Service Management Office, establishing governance and strategy for Incident, Problem, and Change Management while driving adoption of ITIL best practices across the organization. Provide leadership for operational processes including major incident management, root cause analysis, and change governance to ensure technology services remain resilient and aligned with business objectives. Partner with infrastructure, application development, cybersecurity, and business leaders to strengthen operational resilience and ensure compliance with enterprise governance and regulatory requirements. Drive continuous improvement through operational reporting, executive dashboards, and data-driven insights while optimizing ServiceNow and leveraging AI, AIOps, and predictive analytics to enhance efficiency. Build and develop high-performing ITSM teams through coaching and mentorship, fostering a culture of accountability and innovation. This role requires a hybrid schedule of three days per quarter and occasional participation in major incident response outside standard business hours.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline, or equivalent combination of education and experience
- Extensive experience leading enterprise IT Service Management or Technology Operations functions within large, complex organizations
- Demonstrated expertise in ITIL practices, including Incident, Problem, and Change Management, with experience establishing governance and driving process maturity
- Proven experience leading major incident response, operational crisis management, and enterprise service restoration activities
- Experience leading cross-functional technology initiatives and influencing stakeholders across infrastructure, application development, cybersecurity, enterprise architecture, and business organizations
- Strong experience with enterprise ITSM platforms, preferably ServiceNow, including governance, workflow optimization, reporting, and process automation
- Excellent analytical, communication, executive presentation, and stakeholder management skills with the ability to influence strategic decisions across all levels of the organization
- Demonstrated success developing high-performing teams and fostering a culture of operational excellence and continuous improvement
- Occasional participation in major incident response, operational governance meetings, and critical production events outside of standard business hours
Desired Qualifications
- ITIL v4 certification or equivalent IT Service Management certification
- Experience within insurance, financial services, or another highly regulated industry
- Familiarity with cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform
- Experience with AIOps, observability platforms, predictive analytics, or AI-enabled service management capabilities
- Knowledge of Site Reliability Engineering (SRE), DevOps practices, and modern operational excellence frameworks
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