Gnw
Director, IT Service Management
Richmond, Virginia · Director
Sponsorship not specified$145k-$224kDetected 10 days ago
Performance ManagementCadenceLeadershipCommunication
About the role
- Genworth's Information Technology organization is undergoing a multi-year transformation to become business aligned, enterprise minded, and operationally disciplined.
- Enterprise ITSM Operating Model and Governance
- Define the ITSM operating model, roles, decision rights, and standard ways of working aligned to ITIL
Responsibilities
- Implement a practical RCA and recurrence reduction model with known error management and corrective action tracking
- Drive change management and role-based training so teams execute processes correctly and consistently
- Core ITSM Practice Ownership (Build, Run, Improve)
- Problem Management: Implement a practical RCA and recurrence reduction model with known error management and corrective action tracking
- Own the ServiceNow ITSM platform strategy and roadmap aligned to the operating model
- Ensure ITSM controls support compliance expectations (access governance, segregation of duties, change controls, evidence retention)
- Define and maintain the enterprise service model and hierarchy so services are understandable, measurable, and owned
- Build trusted operational dashboards and metrics tied to outcomes (reliability, responsiveness, change quality, customer experience)
- Establish a continual improvement pipeline that prioritizes high-impact fixes and drives measurable results
Requirements
- Proven experience building and operationalizing ITIL-aligned practices across incident, problem, change, release, request, and service desk functions
- Strong 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
- Strong executive presence and communication skills, with confidence leading governance forums and making tradeoffs explicit
- Employee Benefits & Well-Being
- Genworth employees make a difference in people's lives every day. We're committed to making a difference in our employees' lives.
- Competitive Compensation & Total Rewards Incentives
- Comprehensive Healthcare Coverage
- Multiple 401(k) Savings Plan Options
Nice to have
- 10+ years in IT Service Management, Service Operations, and/or Technology Operations leadership in large enterprise environments (regulated preferred)
- ITIL 4 certification strongly preferred (Foundation minimum)
Skills
- Actual compensation will vary based on geographic location, experience, skills, and other job-related factors.
Compensation
- Disclaimer: This role is aligned to a national market-based pay range.
Benefits
- We create fulfilling purpose-driven careers by learning from the world and each other.
Company info
- At Genworth, we empower families to navigate the aging journey with confidence.
- We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are.
- Further, we are the spouses, children, siblings, friends, and neighbors of those that need care-and we bring those experiences with us to work in serving our millions of policyholders each day.
- We apply that same compassion and empathy as we work with each other and our local communities.
- Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed.
- We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates.
- We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.
- Incentive compensation is based on individual and company performance and is not guaranteed.
- Make it human. We care about the people that make up our customers, colleagues, and communities.
- Make it about others. We do what's best for our customers and collaborate to drive progress.
Visa & Work Authorization
- This role is not eligible for employment visa sponsorship.
This listing is sourced directly from Gnw's careers page and normalized into a canonical job model.