Manager of Major Incident, Problem, and Change & Release Management

Overview:

Guardian Life is looking for a dynamic Manager of Major Incident, Problem, and Change & Release Management to join our team!

You Are:

• Seasoned ITSM professional dedicated to maintaining seamless technology operations and minimizing business interruptions
• Excel at leading teams through critical incidents, driving root cause resolution, and implementing effective change management practices
• Dynamic Manager of Major Incident, Problem, and Change & Release Management

You Will:

• Lead and manage the Major Incident Management team (including 24/7/365 coverage across US and India), ensuring swift identification, effective communication, and rapid resolution of incidents.
• Drive the Problem Management process, fostering collaboration across teams to identify root causes of recurring issues and implement proactive solutions to prevent future incidents.
• Be accountable for the Change Management process, ensuring accurate prioritization, approval, scheduling, and execution of changes, with a solid focus on risk mitigation, detailed testing, and comprehensive documentation.
• Ensure that all incident, problem, and change management activities are handled with a clear understanding of potential impacts to our business services and partners.
• Partner with multi-functional teams to ensure alignment of ITSM processes with overall business objectives.
• Monitor key performance indicators (KPIs) related to incident resolution, problem management, and change success, and implement strategies to drive continuous improvement.
• Mentor and develop team members, fostering a culture of collaboration, accountability, and excellence.
• Partner with the Head of IT Service Management to mature and optimize ITSM processes, and to enhance the utilization and effectiveness of the ServiceNow platform.
• Develop, implement, and manage the IT Service Management (ITSM) framework following established methodologies.
• Be responsible for IT service processes and ensure compliance with industry standards.
• Lead training activities and facilitate ITSM meetings.
• Analyze critical metrics to drive service improvements.

You Have:

• Bachelor's degree or equivalent work experience
• Demonstrated history of success in ITSM roles.
• Proficient in ITIL principles and practices (ITIL4 certification is a plus).
• Demonstrable ability to lead and manage teams, particularly in a 24/7/365 Major Incident Management environment.
• Extensive experience in managing Major Incident, Problem, and Change Management processes.
• Excellent skills in Customer Relationship Management (CRM) and Root Cause Problem Solving.
• A solid focus on Process Improvement and a data-driven approach to decision-making.
• Outstanding communication skills (both written and verbal) and interpersonal skills, with the ability to effectively communicate with technical and non-technical collaborators.
• Solid understanding of ITSM tools and technologies.
• Experience with major ITSM platforms (ServiceNow, BMC Remedy, or similar).
• Strong analytical and problem-solving skills.
• Ability to collaborate effectively with various teams.
• Experience in managing complex projects from inception to completion.
• Familiarity with Industry regulations, standards, and frameworks related to Incident, Problem, and Change (e.g. NIST, ITIL, COBIT)
• Familiarity with CI/CD pipelines, DevOps practices, and Agile methodologies is advantageous.

Location & Travel:

• Hybrid 3 days a week onsite at a Guardian Location in New York, NY, Holmdel, NJ, Bethlehem, PA, Pittsfield, MA or Stamford, CT

#LI-AL1

Salary Range:

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.