Genworth
Director,ITServiceManagement(ITSM)
“Director, IT Service Management (ITSM) at Genworth. Skills: IT Service Management, ServiceNow, ITIL, leadership. Define the ITSM operating model. Run the governance cadence”
What You'll Achieve.
measurable MTTR improvements; measurable results; audit-ready across the enterprise; improve data integrity and auditability; operational traceability; reliability; responsiveness; change quality; customer experience
Industry & Context.
RCA; continual improvement
not eligible for employment visa sponsorship
What They're Looking For.
Must Have
10+ years in IT Service Management, Service Operations, and/or Technology Operations leadership in large enterprise environments, Proven experience building and operationalizing ITIL-aligned practices across incident, problem, change, release, request, and service desk functions, 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, executive presence and communication skills, with confidence leading governance forums and making tradeoffs explicit
Nice to Have
ITIL 4 certification strongly preferred (Foundation minimum), regulated preferred
What You'll Do.
Define the ITSM operating model
Run the governance cadence
Establish and enforce service ownership standards
Drive change management and training
Define monitoring standards
Establish predictable incident command
Implement a practical RCA model
Mature change governance
Own the ServiceNow ITSM platform strategy
Establish data ownership
Drive CMDB and configuration management maturity
Mature asset management practices
Ensure ITSM controls support compliance
Define and maintain the enterprise service model
Operationalize the Service Catalog
Build trusted operational dashboards
Establish a continual improvement pipeline
How You'll Work.
Team & Collaboration
collaborate to drive progress; cross-tower coordination; cross-functional behavior change
Communication Scope
executive presence and communication skills
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