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 will have a strong background in ITSM, excellent leadership skills, and experience in managing major incidents, problems, and changes.

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
• 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

Benefits

• Competitive salary range: $116,350.00 - $191,155.00
• Annual, sales, or other incentive compensation
• Contemporary, supportive, flexible, and inclusive benefits and resources
• Flexible work arrangement options
• Professional development and growth opportunities
• Opportunities to build communities and grow your career