New York, New York, United States · Hybrid
$185k–$265k/yr
Location Designation: Hybrid - 3 days per quarter Role Overview As the Director, IT Service Management (ITSM), you will lead New York Life's enterprise Service Management Office (SMO), establishing the governance, strate…
Skills: IT Service Management, ITIL, ServiceNow, Incident Management, Problem Management
New York, New York, United States · Hybrid
$148k–$211k/yr
Location Designation: Hybrid - 3 days per week Role Overview We are building a small, senior AI engineering team responsible for creating New York Life's enterprise AI platform—and the first generation of agentic AI solu…
Skills: Python, TypeScript, Java, Generative AI, LLMs
New York, New York, United States · Hybrid
$41k–$59k/yr
Job Requisition ID: 94404 Location Designation: Hybrid - 3 days per quarter Locations of role: 1) New York, NY or can be 2) Cleveland, OH Are you a personable, customer-service oriented individual? Are you interested in …
Skills: Customer Service, Case Analysis, Financial Transactions, Interpersonal Skills, Written Communication
New York, New York, United States · Hybrid
$30/hr–$35/hr
Job Requisition ID: 94552 Location Designation: Hybrid - 3 days per week Program Overview: Shape your future with a dynamic internship experience at New York Life. Your internship journey is designed to challenge you thr…
Skills: Business information systems, Computer science, Artificial intelligence, Data analysis, Communication
New York, New York, United States · Hybrid
$30/hr–$35/hr
Job Requisition ID: 94550 Location Designation: Hybrid - 3 days per week Program Overview: Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology…
Skills: Data Science, Python, R, SQL, Machine Learning
White Plains, New York, United States · On-site
$189k–$230k/yr
Job Requisition ID: 94551 Location Designation: Fully Onsite Location: 44 South Broadway, White Plains, New York 10601 Offered Wage: $189,000.00/year - $230,000.00/year Duties: Design, implement, and operationalize GenAI…
Skills: GenAI, Python, SQL, DBT, Databricks
New York, New York, United States · Hybrid
$30/hr–$35/hr
Job Requisition ID: 94549 Location Designation: Hybrid - 3 days per week Program Overview: Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology…
Skills: Python, SQL, Data warehousing, AWS, Dbt
New York, New York, United States · Hybrid
$30/hr–$35/hr
Job Requisition ID: 94548 Location Designation: Hybrid - 3 days per week Program Overview: Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology…
Skills: Python, Machine learning, Generative AI, MLOps, DevOps
New York, New York, United States · Hybrid
$148k–$211k/yr
Location Designation: Hybrid - 3 days per week Role Overview As the Enterprise AI Architect, you will serve as the technical anchor for the platform and the most senior individual contributor on the team and also AI arch…
Skills: Enterprise AI Architecture, Distributed Systems, Cloud Infrastructure, Python, Kubernetes
New York, New York, United States · Hybrid
$148k–$211k/yr
Location Designation: Hybrid - 3 days per week Role Overview We are building a small, senior AI engineering team responsible for creating New York Life's enterprise AI platform—and the first generation of agentic AI solu…
Skills: AI platform engineering, Agentic system design, Cloud architecture, Generative AI, LLMs
Farmington, Connecticut, United States · Hybrid
Job Requisition ID: 94547 Location Designation: Hybrid - 3 days per week Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a hea…
Skills: Sales, Account management, Business development, Analytical skills, Problem-solving
White Plains, New York, United States · Hybrid
$119k–$170k/yr
Job Requisition ID: 94495 Location Designation: Hybrid - 3 days per week Role Overview: As Corporate Vice President, Product Solutions Communications, you will own the Product Solutions communications strategy and roadma…
Skills: Communications strategy, Strategic counsel, Stakeholder management, Writing, Presentation skills
New York, New York, United States · Hybrid
$30/hr–$35/hr
Job Requisition ID: 94545 Location Designation: Hybrid - 3 days per week Program Overview: Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology…
Skills: Data analysis, Process improvement, Communication, Analytical skills, Problem-solving
New York, New York, United States · Hybrid
$30/hr–$35/hr
Job Requisition ID: 94544 Location Designation: Hybrid - 3 days per week Program Overview: Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology…
Skills: Data Science, Python, R, SQL, Machine Learning
New York, New York, United States · Hybrid
$30/hr–$35/hr
Job Requisition ID: 94543 Location Designation: Hybrid - 3 days per week Program Overview: Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology…
Skills: Python, SQL, Data warehousing, AWS, Dbt
New York, New York, United States · Hybrid
$30/hr–$35/hr
Job Requisition ID: 94542 Location Designation: Hybrid - 3 days per week Program Overview: Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology…
Skills: Python, Machine learning, Generative AI, MLOps, DevOps
New York, New York, United States · Hybrid
$30/hr–$35/hr
Job Requisition ID: 94541 Location Designation: Hybrid - 3 days per week Program Overview: Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology…
Skills: Python, Cloud platform architecture, API development, System integration, DevOps
New York, New York, United States · Hybrid
$30/hr–$35/hr
Location Designation: Hybrid - 3 days per week Program Overview: Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology, data, AI and ventures to…
Skills: Cybersecurity, Network security, Threat detection, Incident response, Python
New York, New York, United States · Hybrid
$30/hr–$35/hr
Job Requisition ID: 94538 Location Designation: Hybrid - 3 days per week Program Overview: Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology…
Skills: Software engineering, C, C++, Java, C#
New York, New York, United States · Hybrid
$74k–$105k/yr
Job Requisition ID: 94493 Location Designation: Hybrid - 3 days per week Role Overview: The Executive Assistant will provide high-level support to the Senior Vice President within the Field Experience Value Stream. This …
Skills: Microsoft Office Suite, Calendar management, Administrative support, Communication skills, Organizational skills
New York, New York, United States • Hybrid
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Lead the enterprise Service Management Office to establish governance, strategy, and execution of ITIL-based practices across the organization. Drive operational excellence by overseeing incident, problem, and change management while leveraging automation and AI to modernize service delivery.
Requires a bachelor's degree in a relevant field and extensive experience leading enterprise IT Service Management or Technology Operations in complex organizations. Candidates must demonstrate expertise in ITIL practices, ServiceNow, and the ability to influence cross-functional stakeholders.
Location Designation: Hybrid - 3 days per quarter
As the Director, IT Service Management (ITSM), you will lead New York Life's enterprise Service Management Office (SMO), establishing the governance, strategy, and execution of ITIL-based service management practices across the organization. This role is responsible for driving operational excellence through enterprise oversight of Incident, Problem, and Change Management while advancing service maturity, operational resilience, and continuous improvement.
Partnering closely with Infrastructure Engineering, Application Development, Information Security, Enterprise Architecture, and Business Technology teams, you will strengthen service reliability, minimize operational risk, and improve the quality and availability of technology services. You will also help shape the future of IT Operations by leveraging automation, analytics, and AI-driven capabilities to modernize service management practices and enhance the employee experience.
Lead the enterprise Service Management Office (SMO), establishing governance, standards, and strategic direction for Incident, Problem, and Change Management while driving adoption of ITIL best practices across the organization.
Provide leadership for enterprise operational processes, including major incident management, root cause analysis, change governance, and service improvement initiatives, ensuring technology services remain resilient, reliable, and aligned with business objectives.
Partner with technology, cybersecurity, risk, compliance, and business leaders to strengthen operational resilience, improve service performance, and ensure compliance with enterprise governance, regulatory, and audit requirements.
Drive continuous improvement through operational reporting, executive dashboards, performance metrics, and data-driven insights, enabling informed decision-making and increased service quality across the technology organization.
Lead the evolution of enterprise IT Service Management capabilities by optimizing ServiceNow, advancing automation and workflow standardization, and identifying opportunities to leverage AI, AIOps, and predictive analytics to improve operational efficiency and service delivery.
Build and develop high-performing ITSM teams by providing coaching, mentorship, and leadership while fostering a culture of accountability, collaboration, innovation, and continuous improvement.
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.
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.
Enterprise Incident, Problem, and Change Management processes operate consistently with strong governance, measurable service quality improvements, and increased organizational maturity.
Major incidents are managed effectively, reducing business disruption while improving mean time to restore service (MTTR), service availability, and stakeholder communications.
Problem Management practices reduce recurring incidents through disciplined root cause analysis, proactive remediation, and effective governance of known errors.
Enterprise change activities demonstrate improved planning, risk management, implementation success rates, and reduced operational impact.
Executive dashboards and operational metrics provide meaningful insights that improve decision-making, accountability, and continuous service improvement.
ServiceNow and enterprise ITSM capabilities continue to evolve through automation, workflow optimization, and AI-enabled operations that reduce manual effort and improve employee experience.
Cross-functional partnerships strengthen operational resilience, regulatory compliance, and technology service reliability across the enterprise.
This role follows New York Life's hybrid working model and requires regular collaboration with technology teams, business partners, and enterprise leadership. Occasional participation in major incident response, operational governance meetings, and critical production events outside of standard business hours may be required to support enterprise technology operations.
Pay Transparency
Salary Range: $185,000-$264,500
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Company Overview
At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.
Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.
As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it.
Our Benefits
We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.
Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
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.
Job Requisition ID: 94442
For over 180 years, we’ve helped turn your biggest dreams into milestones that last a lifetime. As a mutual company we hold ourselves to the highest standards of transparency, objectivity, and integrity. We’re committed to improving local communities through a culture of giving and volunteerism, supported by our own New York Life Foundation. Join a company that values development, career growth, collaboration, innovation, and diversity & inclusion. Through various resources and programs, you can grow your career while developing personally and professionally. Your life. New York Life. More powerful, togetherᵀᴹ. Insurance • Investments • Retirement • Advisory Services New York Life is an Equal Opportunity Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity Investments are offered through NYLIFE Securities LLC (Member FINRA/SIPC), a Licensed Insurance Agency. Advisory services are offered through Eagle Strategies LLC, a Registered Investment Adviser. NYLIFE Securities LLC and Eagle Strategies LLC are New York Life Companies. Not all New York Life agents are licensed to offer investments or advisory services. Only those agents who disclose their affiliation with NYLIFE Securities LLC and/or Eagle Strategies LLC are credentialed to provide the respective products and services. Read our disclaimers: https://nyl.co/socialmedia
Offices: 51 Madison Avenue, New York, New York 10010, US
For over 180 years, we’ve helped turn your biggest dreams into milestones that last a lifetime. As a mutual company we hold ourselves to the highest standards of transparency, objectivity, and integrity. We’re committed to improving local communities through a culture of giving and volunteerism, supported by our own New York Life Foundation. Join a company that values development, career growth, collaboration, innovation, and diversity & inclusion. Through various resources and programs, you can grow your career while developing personally and professionally. Your life. New York Life. More powerful, togetherᵀᴹ. Insurance • Investments • Retirement • Advisory Services New York Life is an Equal Opportunity Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity Investments are offered through NYLIFE Securities LLC (Member FINRA/SIPC), a Licensed Insurance Agency. Advisory services are offered through Eagle Strategies LLC, a Registered Investment Adviser. NYLIFE Securities LLC and Eagle Strategies LLC are New York Life Companies. Not all New York Life agents are licensed to offer investments or advisory services. Only those agents who disclose their affiliation with NYLIFE Securities LLC and/or Eagle Strategies LLC are credentialed to provide the respective products and services. Read our disclaimers: https://nyl.co/socialmedia
Offices: 51 Madison Avenue, New York, New York 10010, US
