VP, IT Service Management & AI-Driven Operations

New York Life; New York (NY); Hybrid; USD 185,000 - 265,000; Full time

Job summary

New York Life is seeking a Director, IT Service Management (ITSM) to lead the enterprise SMO, shaping governance, strategy, and execution of ITIL-based service management across the organization. You will drive Incident, Problem, and Change Management, enhance service maturity, and partner with Infrastructure, Security, EA, and Business Technology to improve reliability and efficiency.

You will guide automation, analytics, and AI-driven improvements to modernize service management and elevate

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline.

Responsibilities

• Lead the enterprise Service Management Office (SMO) governance, standards, and strategic direction for Incident, Problem, and Change Management.
• Drive major incidents, root cause analysis, change governance, and service improvement initiatives.
• Collaborate with technology, cybersecurity, risk, compliance, and business leaders to strengthen operational resilience and regulatory alignment.
• Develop executive dashboards, metrics, and data-driven insights to improve service quality and decision-making.
• Evolve ITSM capabilities by optimizing ServiceNow, automation, and AI-enabled operations.
• Build and coach high-performing ITSM teams and foster a culture of accountability and continuous improvement.

Job description

New York Life is seeking a Director, IT Service Management (ITSM) to lead the enterprise SMO, shaping governance, strategy, and execution of ITIL-based service management across the organization. You will drive Incident, Problem, and Change Management, enhance service maturity, and partner with Infrastructure, Security, EA, and Business Technology to improve reliability and efficiency.

You will guide automation, analytics, and AI-driven improvements to modernize service management and elevate