IT Director - Technology Services Support (ITSM)

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Position Summary:

Voya is seeking a IT Service Management (ITSM) Director to join the ITSM team. This individual must be a self-starter, extremely customer focus and pay close attention to detail.  This candidate must enjoy working in a fast paced and complex environment.  Demonstrated communication, problem solving and resource management skills are a must.  

The ITSM Director is accountable for managing multiple Service Management processes and large process initiatives. The ITSM Director will also interface with customers leveraging sound internal consulting skills to gather process requirements, access process design and adoption and identify continuous improvement opportunities.  Additionally they interact with Senior IT leadership to identify process concerns, collaborate of improvements and communicate changes to the larger IT audience.  The ITSM Director has strong written and verbal skills and is able to communicate with practitioner level individuals through senior leadership on the IT and Business side.

The Director is responsible for assisting ITSM leadership with establishing and maintaining a roadmap for the ITSM disciplines.  Additionally, the Director will help the ITSM team delivery capabilities and enhancements in support of the roadmap deliverables.  The candidate will have an extensive knowledge of ITIL Foundation and ITSM processes. The ITSM Director is responsible for establishing solutions to address business needs related to Service Management processes. The resource will collaborate with customers, vendor partners and other Voya IT areas to develop and implement solutions.

Responsibilities:

• Lead the organization in adoption and operationalization of ITIL based processes leveraging ITSM best practices
• Understand and review Process Architecture Designs and ensure delivery of  ITIL process solutions for key Service Management areas
• Define associated policies and standards to be employed with process solutions
• Develop and support integrated process roadmap with interfaced processes.
• Responsible for understanding the interfaces between their process and other processes or sub-processes.  Works closely with other process owners and sub-owners to optimize the integration of their process with other processes.
• Responsible for defining process service levels derived from customer requirements and measurement of the process against those service levels.  Monthly, quarterly and yearly validation of process service levels with customers to ensure consistent alignment.
• Conducts periodic operational reviews with management to review process performance, explain gaps and develop and execute plans to close them. 
• Manage enterprise initiatives and Technology Services projects on an as need basis
• Champion integration between IT Service Management processes, ensuring end-end integration
• Facilitate requirements gathering discussions with stakeholders. Interact with both technical resources and customers to identify and document business requirements.
• Transform business requirements into process specifications
• Manage and oversee process activities from creation and improvements, through process design and organizational impact & change management to implementation
• Workflow analysis and identification of problem solving and service improvement opportunities
• Interface with Service Now reporting team to define and document the appropriate service performance reports that will assist the IT Service Management team
• Perform process assessments ensuring effectiveness, efficiency, adaptability and continuous improvement.
• Participate in periodic audits to ensure processes comply to policy and standards
• Facilitate user training including the creation of training material

Other duties as assigned

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Knowledge & Experience:

• ITIL Foundation Certified (at a minimum)

• Advanced ITIL certification in processes under primary management

  -  10+ years of experience with ITIL processes

  -  Demonstrated success in project execution with involvement in multiple major projects

  -  Ability to draw from knowledge of multidisciplinary practices to achieve desired outcomes

  -  Working knowledge of all aspects of IT including, Operations, Infrastructure and Applications

  -  Ability to assess cost, benefits and viability of proposed solutions

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Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.