IT Director - Technology Services Support (ITSM)

Position Summary

Voya is seeking an IT Service Management (ITSM) Director to join the ITSM team. This individual must be a self‑starter, have an extremely customer focus, and pay close attention to detail. The candidate must enjoy working in a fast‑paced and complex environment, and must possess demonstrated communication, problem solving, and resource management skills.

The ITSM Director is accountable for managing multiple Service Management processes and large process initiatives. This role will interface with customers, leveraging internal consulting skills to gather process requirements, assess process design and adoption, and identify continuous improvement opportunities. The Director will also interact with senior IT leadership to identify process concerns, collaborate on improvements, and communicate changes to the broader IT audience.

Strong written and verbal communication skills are required, enabling interaction with practitioners and senior leadership on both IT and business sides.

The Director will assist ITSM leadership with establishing and maintaining a roadmap for the ITSM disciplines. The Director will also help the ITSM team deliver capabilities and enhancements in support of roadmap deliverables. The candidate will possess extensive knowledge of ITIL Foundation and ITSM processes, and is responsible for establishing solutions to address business needs related to Service Management processes.

The resource will collaborate with customers, vendor partners, and other Voya IT areas to develop and implement solutions.

Responsibilities

• Lead the organization in adoption and operationalization of ITIL based processes leveraging ITSM best practices
• Understand and review Process Architecture Designs and ensure delivery of ITIL process solutions for key Service Management areas
• Define associated policies and standards to be employed with process solutions
• Develop and support integrated process roadmap with interfaced processes
• Understand the interfaces between processes or sub‑processes and work closely with other process owners and sub‑owners to optimize integration
• Define process service levels derived from customer requirements and measure the process against those levels; validate service levels monthly, quarterly, and yearly with customers
• Conduct periodic operational reviews with management to review process performance, explain gaps, and develop and execute plans to close them
• Manage enterprise initiatives and Technology Services projects on an as‑needed basis
• Champion integration between IT Service Management processes, ensuring end‑to‑end integration
• Facilitate requirements gathering discussions with stakeholders; interact with technical resources and customers to identify and document business requirements
• Transform business requirements into process specifications
• Manage and oversee process activities from creation and improvement through design, organizational impact, change management, and implementation
• Conduct workflow analysis and identify problem‑solving and service improvement opportunities
• Interface with the ServiceNow reporting team to define and document appropriate service performance reports for the IT Service Management team
• Perform process assessments to ensure effectiveness, efficiency, adaptability, and continuous improvement
• Participate in periodic audits to ensure processes comply with policy and standards
• Facilitate user training, including the creation of training material
• Other duties as assigned

Knowledge & Experience

• ITIL Foundation Certified (at a minimum)
• Advanced ITIL certification in processes under primary management
• 10+ years of experience with ITIL processes
• Demonstrated success in project execution with involvement in multiple major projects
• Ability to draw from multidisciplinary practices to achieve desired outcomes
• Working knowledge of all aspects of IT, including Operations, Infrastructure, and Applications
• Ability to assess cost, benefits, and viability of proposed solutions

Compensation Pay Disclosure

Voya is committed to pay that’s fair and equitable, offering comparable pay for comparable roles and responsibilities. The base salary range for this position is $130,970 – $183,680 USD. In addition to base salary, Voya offers incentive opportunities (annual cash incentives, sales incentives, and/or long‑term incentives) based on role to reward the achievement of annual performance objectives.

Compensation may vary by geographic location, experience, education, licensure requirements, and skill level.

What We Offer

• Health, dental, vision, and life insurance plans
• 401(k) savings plan with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer‑paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250 per year
• Paid time off – including 20 days paid time off, nine paid company holidays, and a flexible Diversity Celebration Day
• Paid volunteer time – 40 hours per calendar year

Critical Skills

• Customer Focused: Passionate drive to delight customers with unique solutions
• Critical Thinking: Thoughtful process of analyzing data and problem solving to reach well‑reasoned solutions
• Team Mentality: Partnering effectively to drive culture and execute common goals
• Business Acumen: Appreciation and understanding of the financial services industry to make sound decisions
• Learning Agility: Openness to new ways of thinking and acquiring new skills to maintain competitive advantage

Equal Employment Opportunity

Voya Financial is an equal‑opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Reasonable Accommodations

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please refer to our resources for applicants with disabilities.