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IT Service Integration & Management (SIAM) Lead

Employer
Brighthouse Financial
Location
Charlotte, North Carolina
Salary
Not Specified
Closing date
Mar 12, 2019

View more

Category
IT
Job Type
Not Specified
Career Level
Not Specified

Job Details

Brighthouse Financial is on a mission to help people achieve financial security. As one of the largest providers of annuities and life insurance in the U.S., we specialize in products designed to help people protect what theyve earned and ensure it lasts. We are built on a foundation of experience and knowledge, which allows us to keep our promises and provide the value they deserve.

At Brighthouse Financial, were fostering a culture where diverse backgrounds and experiences are celebrated, and different ideas are heard and respected. We believe that by creating an inclusive workplace, were better able to attract and retain our talent, provide valuable solutions that meet the needs of our advisors and their clients, and deliver on our mission of helping more people achieve financial security. Were seeking passionate, high-performing team member to join us. Sound like you? Read on.

How This Role Contributes to Brighthouse Financial:

Reporting to the leader of Brighthouse Financials IT Service Management (ITSM) lead, this individual will have the responsibility and accountability for enabling core service management capabilities, support the broader Service Integration and Management (SIAM) efforts, and manage the ITSM toolset portfolio. Brighthouse is in a unique phase where we are standing up entirely new IT Operations capabilities and solutions, which will give this role the ability to help build new capabilities and toolsets from the ground up. Key functions this individual will lead and manage include asset and configuration management (CMDB), service catalog management and request fulfillment, and other ITIL capabilities. This role will serve as a liaison to all of these BHF solutions (alongside Infrastructure, security, and other groups) to support consistent design and management of IT services.

As we move forward, it will also become critical to focus on implementing SIAM as BHF is an entirely cloud-based company, consisting of over 70 SaaS and IaaS solutions. Service Integration and Management will be a key function in IT that will provide BHF a single pane of glass across the environment. This individual will play a heavy part in helping us execute our ITSM strategy, implementing core ITSM capabilities as listed above and supporting our evolution into a true SIAM model. This role will manage team members from our ITSM managed services provider who will build and our ServiceNow platform, run BAU operations for service catalog and asset management, and support SIAM/IT vendor management.

Lastly, this role will operate as the IT solution owner for the IT Service Management Platform (ServiceNow), and while this individual will not be responsible for configuring / building out toolsets, this person will require some background working in these tools and understanding processes/workflows.

Key Responsibilities:

  1. Define the service portfolio (IT, Business, Workforce) across the organization and work with the MSP to integrate into the Service Catalog, CMDB, SLM framework, and Asset inventory.
  2. Define key processes and SOPs with the ITSM provider for asset, configuration, service catalog and request management, and service level management.
  3. Support the development of a new IT Service Management platform and solution by helping define processes for service catalog, asset management, configuration management, etc.
  4. Operate as a focal and team lead for our ITSM provider, providing guidance to their on- and offshore team members as it pertains to day-to-day management of operations.
  5. Support the end user computing team by leading asset management for software and hardware. This role will play a critical function in understanding capacity management within the infrastructure and EUC solutions.
  6. Work with projects, the business and internal/external IT service providers to develop Service Level Agreements (SLAs) and Operational Support models when new services are delivered or reviewed. Production support will be a key focus for the ITSM team as a whole, and this role is well positioned to support the strategy and management of our production support model across BHFs application portfolios.
  7. Ensure that the Service Catalog is published and maintained with accurate information, approvals and workflows.
  8. Interface with IT solution & process owners to ensure that the appropriate services are offered within the service catalog and can be viewed by the right end users. This also includes reviewing request workflows for services within ServiceNow, SLAs tied to requests, etc. on a regular basis.
  9. Facilitate the recording and maintenance of the asset inventory (Hardware and Software)
  10. Facilitate the buildout of the CMDB and provide guidance on CI discovery, population, attribution, and maintenance.
  11. Conduct trainings on an occasional (ad-hoc) basis within IT to support standardization and process compliance.
  12. Drive continual improvement for capabilities and the delivery of services across IT teams in their functional areas.

Essential Business Experience and Technical Skills:

  • 7+ years of experience in an IT Service Management role at within a medium or large sized organization. Specifically, skills are desired in IT Service Management including configuration management, Service Catalog Management, and Asset Management
  • High level experience with license management, capacity and availability management are desired
  • Experience in project management and/or ITSM process and systems implementations
  • Experience in IT vendor management or third-party risk, and managed service provider frameworks is a plus.
  • Demonstrate a desire to learn new skills, including vendor and SDLC management and working in new and evolving toolsets at Brighthouse as we mature our IT management capabilities.
  • Experience with ServiceNow is required. While our Supplier will manage configuration/maintenance of the tool, familiarity with how to configure workflows and overall understanding of SerivceNow modules is a plus
  • ITIL Foundation certification is desired, with ITIL Intermediate certifications in Service Design, Service Strategy, or Service Operation a plus.
  • Demonstrate strong organizational skills, with the ability to manage large amounts of data.
  • Demonstrate experience with establishing and following standard business processes and implementing Continual Service Improvements.
  • Experience in cloud-oriented or SaaS heavy environments is a plus.
  • Bachelors degree and related field experience required, MBA or other advanced degree preferred.

Travel:

Less than 5%

Company

Why Brighthouse Financial

We’re on a mission to help people create a better financial future. Drawing on our history as part of MetLife, Inc., we will help our customers achieve financial security. Our experience has taught us that it’s time for something new: a simple and transparent alternative to an industry that customers often feel is complex, confusing, and costly.

 

Benefits

Brighthouse Savings Plan

Achieve your long-term financial goals by combining your contributions with the company match and annual profit sharing contribution

 

Healthcare Gain

Peace of mind and care for you and your family by participating in our medical/pharmacy, dental and vision plans.

 

Income Protection

Protect your loved ones and prepare for the unexpected with company provided life and disability programs.

 

Work Life Balance

Live a fuller life and take time to recharge with our competitive offering of holidays, paid time off, parental leave, and much more.

 

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