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AVP, IT Service Management

Date Posted: Aug 31, 2018

Location: Cary, NC, US, 27513

Company: MetLife

Department: The AVP of IT Service Management will function as a transformational leader responsible for building processes and procedures to plan, deliver, operate and control IT services offered to customers.  The team provides a framework to structure IT-related activities and the interactions of IT technical personnel with our end users and external customers supporting the IT operational environment, including data centers, system administration, networks, and data service operations.


The Role: Reporting to the SVP of Service Operations, this new global function will be responsible for developing and implementing a global IT Service Management organization that is accountable for incident, problem, change and release management. The role of IT Service Management will enable global strategy while seamlessly integrating policies, processes and procedures that are performed by the organization to deliver IT services. The role is responsible for maturing ITSM framework, defining key performance indicators, and ensuring positive customer experience across platforms, technologies, and geographies. Partners with other organizations within MetLife to deliver consistent and measurable results. The role requires:

  • Mature and self-motivated professional able to work in a fast-paced and constantly changing environment.
  • Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents MetLife in alignment with its values.
  • Able to relate the goals of IT service delivery to business goals.
  • Focus on customer satisfaction and high-quality service delivery, with strong interpersonal skills and responsiveness.
  • Adhere to IT policies and processes to ensure consistent quality of service.
  • Capacity to lead by example and develop strong personnel performance goals.
  • Able to drive process improvement to continually improve service and reduce costs.
  • Able to engage with internal and external stakeholders, gain their confidence and persuade them to cooperate with initiatives where required.


Key Responsibilities:

The role possesses in-depth knowledge about the IT Service Management practice. 

  • Define ITSM strategy, mission, and key performance indicators and map it to business value.
  • Assist and support the use of unified ITSM tools.
  • Develop short-term and long-term strategic roadmaps providing leadership and direction for the enterprise IT service management organization.
  • Responsible for designing and implementing global ITSM operating model; lead a global team (both direct and virtual of technical resources) responsible for problem, incident, change and release management teams.
  • Oversee and ensure technology solutions (including third party) meet Service Performance OLAs/SLAs/KPIs.
  • Serve as point of escalation, review and approval for key issues and decisions for all IT Service Management domain. Oversee and manage restoration of service during service interruptions. Lead Problem Management practice to track and remediate reoccurring incidents. Proactively manage Availability Management. Oversee and manage the Change Management practice.
  • Manage the interaction and accountability with industry partners and vendors regarding thought-leadership, industry trends, and best practices.
  • Manage relationship with Engineering, Application Development, IT Risk and Security, Application Maintenance and Support teams to ensure overall success.
  • Proactive, clear and strong communicator with excellent professional networking and stakeholder management skills that can influence across teams and other departments.
  • Strong analytical skills and capability to convert information into actionable goals.
  • Strong change management, and interpersonal skills.
  • Responsible for developing IT Service Management organization reports for senior and exec management level.
  • Drive educational, training and communication programs surrounding the IT Service Management processes.
  • Bachelor’s Degree, with a technology or business emphasis.  Advanced degree preferred.

Key Relationships:

  • Reports to: SVP, Service Operations
  • Direct reports/team: 4 directs/30 total team
  • Key Stakeholders: Application Maintenance & Support regional/country leads, Application Development (build) leaders, Regional/Country IT leaders (CRE’s), Engineering, IT Operations


Candidate Qualifications:

Essential Business Experience and Technical Skills:

  • Bachelor’s degree, with a technology or business emphasis.  Advanced degree preferred.
  • 10-15+ years of progressive experience in an IT function, with a dedicated focus on IT Service Management.
  • 10+ years of progressive experience working within large, global financial institutions.
  • Ability to foster and drive organizational change, within a highly matrixed environment, through process optimization, change leadership and the development of a strong network of partners.
  • Demonstrated knowledge and experience with driving optimal results through data-driven decision making.
  • Demonstrated experience and knowledge leading IT functions like incident/change/problem/release management.
  • Effective organizational and cultural skills to drive and implement major change initiatives.
  • Strong negotiation, influence and communication skills. Will be routinely required to influence and negotiate with various stakeholders, including SVP / EVPs globally across IT.
  • Strong relationship management and strategic communication skills.


Leadership Competencies:

  • Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Motivates People – Gains people commitment to achieve business objectives through clear communication of the company’s vision and flexing leadership styles to inspire high performance.
  • Creates Partnerships – Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
  • Focuses on Customers – Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.
  • Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.



MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.


We are one of the largest institutional investors in the U.S. with more than $500 billion in managed assets as of December 31, 2016. We are ranked #42 on the Fortune 500 list for 2017. In 2017, we were named to the Dow Jones Sustainability Index (DJSI) for the second year in a row. DJSI is a global index to track the leading sustainability-driven companies.


Our goal in everything we do is to offer customers truly differentiated value propositions that allow us to establish clear competitive advantages. We pride ourselves on being a trusted partner to our customers as they navigate life’s twists and turns. Visit us at to learn more about our brand, history, and values.



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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