Director, IT Service Management (ITSM)

Genworth's Information Technology organization is undergoing a multi-year transformation to become business aligned, enterprise minded, and operationally disciplined. The Director, IT Service Management (ITSM) is a strategic leadership role responsible for building and leading an ITIL-aligned ITSM service tower and making ServiceNow 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-ready across the enterprise.

What you will be doing

• Enterprise ITSM Operating Model and Governance

• Define the ITSM operating model, roles, decision rights, and standard ways of working aligned to ITIL

• Run the governance cadence 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 command, communications, and cross-tower coordination with measurable MTTR improvements

• Problem Management: Implement a practical RCA and recurrence reduction model with known error management and corrective action tracking

• Change Enablement and Release Management: Mature change governance, CAB execution, release coordination, change compliance, and change risk management

• ServiceNow Platform Strategy, Data Governance, and Controls

• Own the ServiceNow ITSM platform strategy and roadmap aligned to the operating model

• Establish data ownership, standards, validation, monitoring, and lifecycle governance to improve data integrity and auditability

• oDrive CMDB and configuration management maturity, including CI ownership, relationship integrity, and data quality scorecards

• Mature asset management practices, documentation, evidence capture, and automation opportunities

• Ensure ITSM controls support compliance expectations (access governance, segregation of duties, change controls, evidence retention)

• Service Model, Catalog, and Performance Management

• Define and maintain the enterprise service model and hierarchy so services are understandable, measurable, and owned

• Operationalize the Service Catalog as the front door for requests and standard fulfillment

• Build trusted operational dashboards and metrics tied to outcomes (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 command, problem management and RCA, known error management, change enablement, CAB coordination, release management, ServiceNow 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, knowledge management, continual improvement.

• 10+ years in IT Service Management, Service Operations, and/or Technology Operations leadership in large enterprise environments (regulated preferred)
• Proven experience building and operationalizing ITIL-aligned practices across incident, problem, change, release, request, and service desk functions
• Strong ServiceNow ITSM expertise including platform governance, workflow design, reporting, and adoption leadership
• Demonstrated success improving CMDB and asset management outcomes, including ownership, data quality, and operational traceability
• Ability to drive cross-functional behavior change through standards, training, governance, and enforcement
• Strong executive presence and communication skills, with confidence leading governance forums and making tradeoffs explicit
• ITIL 4 certification strongly preferred (Foundation minimum)

The base salary pay range for this role starts at a minimum rate of $143,700 up to the maximum of $271,900. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 20% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.

Employee Benefits & Well-Being Genworth employees make 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 Healthcare 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

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced 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 empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism. Our four values guide our strategy, our decisions, and our interactions: * Make it human. We care about the people that make up our customers, colleagues, and communities. * Make it about others. We do what's best for our customers and collaborate to drive progress. * Make it happen. We work with intention toward a common purpose and forge ways forward together. * Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.