Manager of Major Incident, Problem, and Change & Release Management

Guardian Life is looking for a dynamic Manager of Major Incident, Problem, and Change & Release Management to join their team. The ideal candidate is a seasoned ITSM professional who can lead teams through critical incidents, drive root cause resolution, and implement effective change management practices.

Requirements

• 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)
• 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)

Benefits

• Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.
• Explore our company benefits at www.guardianlife.com/careers/corporate/benefits