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 successful candidate will lead and manage the Major Incident Management team, drive the Problem Management process, and be accountable for the Change Management process.

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
• 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

• Contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues
• Annual, sales, or other incentive compensation
• Skill-building, leadership development and philanthropic opportunities
• Flexible and inclusive benefits and resources to support work-life balance