Director, IT Service Management in Windsor, CT at Voya

Date Posted: 7/29/2018

Job Snapshot

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

Job Description

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This position manages IT professionals, both managers and individual contributors and is directly responsible for the results produced by the teams. This role will work closely with both the technology towers and the Application/Lines of Business (LOB) to ensure that technology services are being delivered at levels necessary to support business outcomes. The role will provide thought leadership on Service Management and lead the creation of strategic road maps, including implementation, improvement and management of multiple ITIL processes. In addition, the role is accountable for validating and governing supplier performance of infrastructure services through Service Level Agreements, Key Performance Indicators and metrics. The incumbent collaborates closely with other ITSM services and Service Management processes, such as Incident, Problem, Asset and Configuration Management as initiatives move through the delivery lifecycle. Understands technology tower priorities, and can articulate and assist in plans for reverse demand.


  • Partner with Service Owners and Tower Leads to create and maintain a holistic view of Technology Services activities to ensure effective delivery, management and improvement of services that align to and meet Application LOB needs.
  • The candidate will be responsible for ensuring organizational readiness for new and/or matured processes and services with full oversight of Change, Release and Service Request Management.
  • Incumbent will be accountable for establishing and coordinating relationships with key strategic vendors, ensuring the successful delivery of IT Service Management functions.  
  • Responsible for leading a team of professional level direct reports, ensuring the skills and capabilities necessary to deliver the results.
  • Participate in continuous improvement activities to ensure maturity levels continue to be achieved; champion continuous improvement initiatives
  • Develop, implement, monitor and improve Operational Level Agreements
  • Understands business priorities, rationalizes demand and communicates priorities to ensure technology staff is working on the highest value activities. Helps translate incoming demand to required supply.
  • Escalation point for Technology and Applications staff • Manages business partner expectations around delivery.
  • Drive and contribute to the vision, strategy, planning and rollout of the IT Service Management Service Delivery capability.


  • Bachelor’s degree in Computer Science, MIS or a directly related field; Master’s Degree preferred and/or equivalent work experience.
  • Prior IT Service Management experience
  • ITIL certification strongly preferred • Ten+ years of progressively responsible experience in IT
  • Proven track record of delivering complex IT services to a diverse clientele.
  • Superior written and verbal communication skills



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.