ITIL Incident/Problem Delivery Manager in Windsor, CT at Voya

Date Posted: 11/24/2019

Job Snapshot

  • Employee Type:
  • Location:
    1 Orange Way
    Windsor, CT
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

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Profile Summary:

The ITIL Incident/Problem Delivery Manager role oversees delivery and execution of key ITIL problem and incident processes and functions.  Primarily responsible for providing oversight, guidance and structure to teams comprised of vendor and Voya resources, in completing their tasks, coordinating group work and ensuring appropriate communications to business and/or IT stakeholders. Contribute as a consultant level analyst or technical resource as appropriate.  The scope includes multi-million dollar efforts which may be delivered through a collection of teams across Voya and managed service partners. 

Profile Description:

  • Manage to terms of a managed services SOW; holding partner and Voya accountable for milestones including technical delivery. 
  • Manage operational processes and apply apply ITIL methods to changing conditions consistent with Voya-prescribed methodologies and standards.
  • Oversight of all partner ITSM activities associated with Incident, Problem, Event and Knowledge management.
  • Ensure the final work products meets all contractual SOW requirements, quality standards and aligns with business goals.
  • Perform as a consultant level IT sub-discipline individual contributor, as appropriate. Uses expert knowledge to drive High Impact Severity 1 and 2 system critical issues to resolution.
  • Coordinate work across multiple work teams; develop, update, and implement contingencies for multiple teams to meet changing requirements or service needs.
  • Partner with IT resource manager on anticipated changing resource needs and resource assessment/performance.  Replace/upskill poor performing teams, manage out poor performance of contracted resources.
  • Provide Oversight of partner activities to minimize the adverse impact of incidents through problem management processes, identifying potential workarounds to restore business services quickly. Drive continued improvement in system availability through problem identification and resolution.
  • Oversee financial management of FTE and vendor expenses associated steady state programs, and processes. Deliveron time and within budget.
  • Effectively manage relationships and delivery with external vendor partners.  Identify and remove roadblocks, escalate issues through proper management channels when resource deliverables are not in alignment with expectations or contract.
  • Ability to drive team efficiencies effective partnerships.
  • Provide executive level synopses of high profile technical outages including cause, business impact and required follow up activities

Knowledge & Experience:

  • Strong working knowledge of ITIL and Service Management processes, specifically in the area of incident and problem management
  • Experience with critical communications from engineer to C level executive
  • Experience working in a managed services environment with knowledge of vendor governance
  • At least  7-10 years progressive experience working in an Information Technology environment. Must be conversational in diverse technology sets.
  • Must be able to perform well under pressure and on short notice.
  • Experience with high availability/incident response (on call)
  • Experienced in working in a Service Delivery role in a Business Critical environment.  Must have a business/ end user focus with a technical background.  
  • Ability to work independently in a leadership role with front line responsibilities. 
  • Bachelor’s degree in Computer Science, Engineering or a directly related field and/or equivalent work experience.



Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture: 

  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals. 
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. 
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills.


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