Corporate Vice President - Senior Manager, Service Delivery Platform/Development Engineering

New York Life Insurance Company; New York (NY); Hybrid; USD 155,000 - 268,000; Full time

Job summary

An established industry player seeks a Senior Manager of Service Delivery Platform/Development Engineering to oversee strategic direction and implementation of service delivery platforms. This role involves leading a team, managing integrations, and fostering innovation within IT service management. With a strong focus on AI and data analytics, you will enhance service experiences and optimize operations. Join a company with a rich legacy of stability and growth, committed to investing in your career while making a meaningful impact in the lives of others.

Benefits

Comprehensive benefits package

Leave programs

Adoption assistance

Student loan repayment programs

Qualifications

• 7+ years of experience in ServiceNow development and administration.
• Strong understanding of ServiceNow architecture and best practices.

Responsibilities

• Develop and execute a strategic vision for the ServiceNow platform.
• Lead change management initiatives for new processes and technologies.

Skills

ServiceNow Development

AI and Machine Learning

Problem-solving

Stakeholder Collaboration

Education

Bachelor's in Computer Science

Master's in Computer Science

Tools

ServiceNow

Jira

LeanIX

Monday.dev

Job description

Location Designation: Hybrid - 3 days per week

Our New York Life culture has laid the foundation for over 175 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here, you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy of stability and growth. Our strength lies in our diversified, multi-dimensional business portfolio that extends beyond life insurance.

As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of an inclusive team guided by our belief to always support each other—providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.

You are our future, and we are committed to investing in you accordingly.

Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.

The Senior Manager of Service Delivery Platform/Development Engineering

Will be responsible for overseeing the strategic direction, development, implementation, and maintenance of New York Life's (NYL) suite of service delivery platforms including LeanIX, ServiceNow, Jira, and Monday.dev. In this role, you will be a service provider to the broader technology organization and business leaders to ensure agile service delivery and IT service management processes are delivered seamlessly and transparently. A critical success factor is prior experience implementing and supporting ServiceNow and Jira in enterprise environments, including understanding of ServiceNow architecture, ITSM Pro, and best practices. The role involves overseeing an existing ServiceNow development and support team and engaging with stakeholders. You will also develop and implement integration strategies to support our enterprise architecture community, including integrating LeanIX with ServiceNow to improve CMDB data quality.

The ideal candidate must demonstrate proficiency with AI and data analytics technologies. The Service Management Product Portfolio includes our IT Operations Data Lake and GenAI/Agentic AI exploration to improve service experience and reduce manual effort, potentially involving in-house solutions on AWS or other emerging technologies.

What You'll Do:

1. Develop and execute a strategic vision for the ServiceNow and broader NYL Service Management Platform aligned with business objectives.
2. Foster a culture of innovation, collaboration, and continuous improvement.
3. Act as a liaison between IT and business stakeholders, ensuring clear communication and alignment.
4. Lead change management initiatives for new processes and technologies.
5. Oversee the implementation of AI and Machine Learning to automate and optimize IT service management.
6. Manage integrations between ServiceNow and platforms like Pagerduty, Lean IX, Moveworks, and emerging AI platforms.
7. Automate resolution of workplace requests, leveraging support ticket data to improve accuracy and efficiency.
8. Represent the platform team in executive meetings, providing updates and strategic insights.
9. Identify and mitigate platform risks, ensuring business continuity and disaster recovery.
10. Develop training programs for the ServiceNow team and end-users.
11. Provide strategic and technical leadership.
12. Manage development backlog and ensure timely delivery of features.
13. Conduct performance reviews and support team growth.
14. Ensure compliance with security, data protection, and industry standards.
15. Develop and manage the platform budget for cost-effective solutions.

What You'll Bring:

• Bachelor's degree in Computer Science, IT, or related field; Master’s preferred.
• 7+ years of experience in ServiceNow development and administration.
• Experience in senior management roles leading development teams.
• Strong understanding of ServiceNow architecture, modules, and best practices.
• Knowledge of AI and Machine Learning applications in ITSM.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and stakeholder collaboration skills.

#LI-TL2

Pay Transparency

Salary Range: $155,000-$267,500

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Base salary depends on experience, skills, and location. Employees are eligible for annual discretionary bonuses and participation in incentive programs.

Our Benefits

We offer a comprehensive benefits package, including leave programs, adoption assistance, and student loan repayment programs. Click here to learn more about our benefits or visit our NYL Benefits Site.

Our Commitment to Inclusion

Fostering an inclusive workplace is core to who we are. We are committed to creating an environment where everyone can succeed, rooted in our values of humanity and integrity. Embracing diverse perspectives helps us serve our communities better. Learn more about our leadership in inclusion.

Recognized as one of Fortune's World's Most Admired Companies, we are dedicated to community service through employee giving and volunteerism. For career opportunities, visit our Careers page.

Job Requisition ID: 91705