This role is ideal for an individual who wants an opportunity to drive change, challenge the status quo, and lead multiple teams to a common goal. The role utilizes data to help inform stakeholders of the current state and identify areas for improvement. This role will work across multiple key stakeholders influencing them to help drive change.
The Director of Service Management is responsible for providing the means to measure and improve Information Technology (IT) performance, to integrate service providers with The Standard IT processes, and to ensure that there is a fact-based holistic view of all IT service providers and The Standard IT performance. This position leads the integration of ITIL processes, along with our strategic partner, within the IT Service Management tool and the adherence of these processes across the environment. This includes the implementation, delivery, monitoring, continuous improvement, and communication of ITIL processes across the environment.
As the Director of Service Management this position works across all providers and The Standard resolvers to ensure process adherence, effective delivery of the processes, and continuous improvement. Works with key personnel within The Standard when required (financial, regulatory, technical, and risk and other functions) which contribute to continually improving Service Provider and The Standard IT performance.
The Director of Service Management has significant interactions with key leaders in The Standard IT organization and service providers to integrate, monitor, and measure the delivery of IT processes and tools and identify continuous improvement opportunities using performance metrics.
This position is responsible for the Service Level Management of our providers and The Standard resolvers to include reporting, analysis, and continuous improvement opportunities. They will establish metrics, gain buy in from key stakeholders, provide visibility on performance, and utilizing data to provide opportunities for improvement.
The Director of Service Management will lead the Service Management team that consists of Process Owners and Business Systems Analysts.
Responsible for managing the work environment, identifying workforce needs and ensuring alignment with corporate manager expectations, values and vision.
The primary responsibilities of this position are related to managing the integration and effectiveness of IT processes within the IT Service Management tool and across the IT environment and implementing a Service Level Management process which enables effective performance of the managed services being provided by Service Providers.
40% Manage the integration and effectiveness of IT processes within the IT Service Management Tool and utilized across the IT environment to include the following; create and manage the integration of providers and The Standard IT Teams in the Standard Operating Model, Manage the end to end ITIL processes to include updates, training, effectiveness, and communication to the IT environment, and identifies continuous improvement of ITIL processes across the IT environment.
40% Service Level Performance Management to include the following responsibilities; Define and manage the IT Performance Reporting strategy, design and deploy IT Performance reporting process, Perform quality assurance reviews of the IT Performance reporting processes, Define and implement service level reporting for all in scope IT functional areas to include continuous improvement, and own the IT scorecard and performance analysis. Provides communication to IT leadership to include providers on the service level performance and through analysis identifies continuous improvement opportunities. Tracks and reports on agreed upon continuous improvement opportunities.
20% Provide leadership of the Service Management team by managing the work environment, identifying workforce needs and ensuring alignment with corporate manager expectations, values and vision. Illustrates and manages the IT expectations for working with external providers.
Education: Bachelor’s Degree required or equivalent experience.
Professional certification required: ITIL certification preferred.
Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc., StanCorp Investment Advisers, Inc. and StanCorp Mortgage Investors, LLC, marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.
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