Overview:
Guardian Life is looking for a dynamic Manager of Major Incident, Problem, and Change & Release Management to join our team!
You Are:- Seasoned ITSM professional dedicated to maintaining seamless technology operations and minimizing business interruptions
- Excel at leading teams through critical incidents, driving root cause resolution, and implementing effective change management practices
- Dynamic Manager of Major Incident, Problem, and Change & Release Management
- Lead and manage the Major Incident Management team (including 24/7/365 coverage across US and India), ensuring swift identification, effective communication, and rapid resolution of incidents.
- Drive the Problem Management process, fostering collaboration across teams to identify root causes of recurring issues and implement proactive solutions to prevent future incidents.
- Be accountable for the Change Management process, ensuring accurate prioritization, approval, scheduling, and execution of changes, with a solid focus on risk mitigation, detailed testing, and comprehensive documentation.
- Ensure that all incident, problem, and change management activities are handled with a clear understanding of potential impacts to our business services and partners.
- Partner with multi-functional teams to ensure alignment of ITSM processes with overall business objectives.
- Monitor key performance indicators (KPIs) related to incident resolution, problem management, and change success, and implement strategies to drive continuous improvement.
- Mentor and develop team members, fostering a culture of collaboration, accountability, and excellence.
- Partner with the Head of IT Service Management to mature and optimize ITSM processes, and to enhance the utilization and effectiveness of the ServiceNow platform.
- Develop, implement, and manage the IT Service Management (ITSM) framework following established methodologies.
- Be responsible for IT service processes and ensure compliance with industry standards.
- Lead training activities and facilitate ITSM meetings.
- Analyze critical metrics to drive service improvements.
- Bachelor's degree or equivalent work experience
- Demonstrated history of success in ITSM roles.
- Proficient in ITIL principles and practices (ITIL4 certification is a plus).
- Demonstrable ability to lead and manage teams, particularly in a 24/7/365 Major Incident Management environment.
- Extensive experience in managing Major Incident, Problem, and Change Management processes.
- Excellent skills in Customer Relationship Management (CRM) and Root Cause Problem Solving.
- A solid focus on Process Improvement and a data-driven approach to decision-making.
- Outstanding communication skills (both written and verbal) and interpersonal skills, with the ability to effectively communicate with technical and non-technical collaborators.
- Solid understanding of ITSM tools and technologies.
- Experience with major ITSM platforms (ServiceNow, BMC Remedy, or similar).
- Strong analytical and problem-solving skills.
- Ability to collaborate effectively with various teams.
- Experience in managing complex projects from inception to completion.
- Familiarity with Industry regulations, standards, and frameworks related to Incident, Problem, and Change (e.g. NIST, ITIL, COBIT)
- Familiarity with CI/CD pipelines, DevOps practices, and Agile methodologies is advantageous.
- Hybrid 3 days a week onsite at a Guardian Location in New York, NY, Holmdel, NJ, Bethlehem, PA, Pittsfield, MA or Stamford, CT
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Salary Range:
$116,350.00 - $191,155.00The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.
Our Promise
At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
Inspire Well-Being
As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.
Equal Employment Opportunity
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
Accommodations
Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].
Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.
Guardian Life Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Guardian Life and has not been reviewed or approved by Guardian Life.
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Leave & Time Off Breadth — Leave appears unusually expansive, including unlimited paid time off for most roles plus additional time for volunteering, bereavement, jury duty, and personal holidays. Paid parental leave is repeatedly positioned as a standout element of the overall package.
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Healthcare Strength — Healthcare coverage is described as broad, spanning medical, dental, vision, telemedicine, second opinions, and multiple supplemental insurance options. Mental-health support is also emphasized through dedicated services and platforms.
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Wellbeing & Lifestyle Benefits — Lifestyle-oriented benefits extend beyond core insurance, including fitness membership and equipment reimbursement and access to caregiving support resources. These offerings reinforce a whole-person approach that can increase perceived total rewards value.
Guardian Life Insights
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What We Do
Who we are Guardian makes a difference in the lives of people when they need us most. With over 160 years of stability and fiscal integrity, we are a trusted resource to generations of families and business owners, inspiring well-being and helping build financial confidence. Today, we stand behind 29 million consumers, helping them prepare and plan for a bright future for themselves and their families. We help business owners care for their employees. And we help people recover and thrive in times of unexpected loss. As a modern mutual insurance company, we believe in driving value beyond dividends. We invest in our colleagues and are building a progressive, innovative and inclusive culture. We uplift individuals and communities through thoughtful social and environmental programs. What we stand for In 1860, a community of immigrants joined together to insure and protect their businesses and families. They were guided by powerful ideals that we’ve continued to stand behind and evolved throughout the years: we do the right thing, we believe people count, we courageously shape the future together, and we go above and beyond for the people we serve. Guardian employees embrace and live by these values every day. They remind us to put people at the heart of all we do so that we can help protect what matters most to you. Want to help bring these values to life? Join us for a rewarding career and the opportunity to shape the future. Disclosures: Financial information concerning Guardian as of December 31, 2022, on a statutory basis: Admitted assets = $76.0 billion; liabilities = $67.2 billion (including $55.0 billion of reserves); and surplus = $8.8 billion. Dividends are not guaranteed. They are declared annually by Guardian’s Board of Directors. Guardian® is a registered trademark of The Guardian Life Insurance Company of America. © Copyright 2023 The Guardian Life Insurance Company of America 2023-156184 Exp. 5/25
