Corporate Vice President - Senior Manager Service Delivery Platform/Development Engineering
Corporate Vice President - Senior Manager Service Delivery Platform/Development Engineering
Job Description
Location Designation:Hybrid - 3 days per quarter
The Senior Manager of Service Delivery Platform/Development Engineering,willbe responsible foroverseeing the strategic direction, development, implementation, and maintenance of New York Life's (NYL) suite of service delivery platforms includingLeanIX, ServiceNow, Jira, andMonday.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 for this role is prior experience implementing and supporting ServiceNow and Jira in enterprise environments. This includes understanding of ServiceNow architecture, ITSM Pro, and best practices to provide advice and coaching to the product team and consumers of the platform. The role will oversee an existing ServiceNow development and support team and play a lead role in stakeholder engagement. The role is also responsible for developing and implementing integration strategies to support our enterprise architecture community in defining business and technology standards and integratingLeanIXwith ServiceNow to improve data quality of the CMDB.
The ideal candidate must alsodemonstrateproficiencywith 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 associated with multiple technology functions. This may include in-house-developed solutions on AWS or other emerging technologies.
WhatYou'llDo:
* Develop and execute a strategic vision for the ServiceNow and the broader NYL Service Management Platform that aligns with the company's overall businessobjectives.
* Foster a culture of innovation, collaboration, and continuous improvement within the team.
* Act as a key liaison between IT and business stakeholders, ensuring clear communication and alignment on priorities and goals.
* Lead change management initiatives to ensure successful adoption of new processes and technologies.
* Oversee the implementation of AI and Machine Learning capabilities to automate andoptimizeIT service management processes.
* Manage and execute integrations between ServiceNow and key platforms across NYL such asPagerduty, Lean IX,Moveworks, and emerging automation/AI platforms.
* Automate the resolution of common workplace requests, reducing the need for human intervention and continuouslylearnsfrom historical support tickets to improve its accuracy and efficiency.
* Represent the platform team in executive meetings, providing updates on platform performance, project status, and strategic initiatives.
*Identifyand mitigate risks associated with the platform, ensuring business continuity and disaster recovery plans are in place.
* Drive the development of training programs and resources to enhance the skills and knowledge of the ServiceNow team and end-users.
* Provide strategic direction, technical leadership
* Manage and prioritize the development backlog, ensuringtimelydelivery of features and enhancements.
* Conduct regular performance reviews, provide constructive feedback, and support the professional growth of team members.
* Ensure compliance with security policies, data protection regulations, and industry standards.
* Develop and manage the budget for the platform, ensuring cost-effective solutions and resource allocation.
WhatYou'llBring:
Bachelor's degree in Computer Science, Information Technology, ora relatedfield. AMaster'sdegree is preferred.
7+ years of experience in ServiceNow development and administration.
Proven experience in a senior management role, leading and managing a team of developers and administrators.
Strong understanding of ServiceNow architecture, modules, and best practices.
Strong understanding of AI and Machine Learning concepts and their application within IT service management.
Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
Strong communicationand interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
Pay Transparency
Salary Range:$166,500-$238,000
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 theFoundation.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: 93249
Location Designation:Hybrid - 3 days per quarter
The Senior Manager of Service Delivery Platform/Development Engineering,willbe responsible foroverseeing the strategic direction, development, implementation, and maintenance of New York Life's (NYL) suite of service delivery platforms includingLeanIX, ServiceNow, Jira, andMonday.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 for this role is prior experience implementing and supporting ServiceNow and Jira in enterprise environments. This includes understanding of ServiceNow architecture, ITSM Pro, and best practices to provide advice and coaching to the product team and consumers of the platform. The role will oversee an existing ServiceNow development and support team and play a lead role in stakeholder engagement. The role is also responsible for developing and implementing integration strategies to support our enterprise architecture community in defining business and technology standards and integratingLeanIXwith ServiceNow to improve data quality of the CMDB.
The ideal candidate must alsodemonstrateproficiencywith 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 associated with multiple technology functions. This may include in-house-developed solutions on AWS or other emerging technologies.
WhatYou'llDo:
* Develop and execute a strategic vision for the ServiceNow and the broader NYL Service Management Platform that aligns with the company's overall businessobjectives.
* Foster a culture of innovation, collaboration, and continuous improvement within the team.
* Act as a key liaison between IT and business stakeholders, ensuring clear communication and alignment on priorities and goals.
* Lead change management initiatives to ensure successful adoption of new processes and technologies.
* Oversee the implementation of AI and Machine Learning capabilities to automate andoptimizeIT service management processes.
* Manage and execute integrations between ServiceNow and key platforms across NYL such asPagerduty, Lean IX,Moveworks, and emerging automation/AI platforms.
* Automate the resolution of common workplace requests, reducing the need for human intervention and continuouslylearnsfrom historical support tickets to improve its accuracy and efficiency.
* Represent the platform team in executive meetings, providing updates on platform performance, project status, and strategic initiatives.
*Identifyand mitigate risks associated with the platform, ensuring business continuity and disaster recovery plans are in place.
* Drive the development of training programs and resources to enhance the skills and knowledge of the ServiceNow team and end-users.
* Provide strategic direction, technical leadership
* Manage and prioritize the development backlog, ensuringtimelydelivery of features and enhancements.
* Conduct regular performance reviews, provide constructive feedback, and support the professional growth of team members.
* Ensure compliance with security policies, data protection regulations, and industry standards.
* Develop and manage the budget for the platform, ensuring cost-effective solutions and resource allocation.
WhatYou'llBring:
Bachelor's degree in Computer Science, Information Technology, ora relatedfield. AMaster'sdegree is preferred.
7+ years of experience in ServiceNow development and administration.
Proven experience in a senior management role, leading and managing a team of developers and administrators.
Strong understanding of ServiceNow architecture, modules, and best practices.
Strong understanding of AI and Machine Learning concepts and their application within IT service management.
Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
Strong communicationand interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
Pay Transparency
Salary Range:$166,500-$238,000
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 theFoundation.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: 93249
About New York Life Insurance Company
New York Life Insurance Company is the third-largest life insurance company in the United States, the largest mutual life insurance company in the United States and is ranked #67 on the 2021 Fortune 500 list of the largest United States corporations by total revenue.
At the heart of New York Life is a commitment to be there for our customers when they need us—whether today or decades into the future. We have delivered on that promise for over 175 years by investing wisely, growing a portfolio of strategic businesses, and remaining true to our mission as a mutual company, accountable only to our customers, not to outside investors. For our customers, that means having the confidence that comes with knowing they can build a better future for themselves and those they love.