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Director, IT Service Management

Genworth -
Richmond, VA

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Job Details

$144,800 - $281,000 a year

Benefits

Paid holidays
Loan repayment program
Disability insurance
Health insurance
401(k)
Tuition reimbursement
Paid time off
Family leave
Employee assistance program
Gym membership
Volunteer time off

Qualifications

ITIL Foundation
ITIL Certification
ServiceNow

Full Job Description

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day.

We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

Make it human. We care about the people that make up our customers, colleagues, and communities.
Make it about others. We do what's best for our customers and collaborate to drive progress.
Make it happen. We work with intention toward a common purpose and forge ways forward together.
Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE

Director, IT Service Management

This role is not eligible for employment visa sponsorship.

LOCATION
This position is available to Virginia residents as Richmond or Lynchburg, VA Hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

Hybrid in-office would be required if you reside within 50 miles of our Richmond or Lynchburg, VA office. Required in-office days are Tuesdays, Wednesdays and Thursdays.

YOUR ROLE
Genworth’s Information Technology organization is undergoing a multi-year transformation to become business aligned, enterprise minded, and operationally disciplined. The Director, IT Service Management (ITSM) is a strategic leadership role responsible for building and leading an ITIL-aligned ITSM service tower and making ServiceNow a trusted system of record for service execution, controls, and performance. This leader establishes the ITSM operating model, drives consistent adoption across technology towers, and ensures service delivery is measurable, reliable, and audit-ready across the enterprise.

What you will be doing

Enterprise ITSM Operating Model and Governance

Define the ITSM operating model, roles, decision rights, and standard ways of working aligned to ITIL
Run the governance cadence that ensures consistent execution (service reviews, incident/problem reviews, CAB, release governance, KPI reviews)
Establish and enforce service ownership standards including service definitions, SLAs/SLOs, and operational accountability
Drive change management and role-based training so teams execute processes correctly and consistently

Core ITSM Practice Ownership (Build, Run, Improve)

Service Desk and Request Fulfillment: Standardize intake, triage, escalation, request fulfillment, and knowledge/self-service enablement
Monitoring, Event Management, and NOC: Define monitoring standards, alert triage, routing, escalation, and signal quality improvements
Incident and Major Incident Management: Establish predictable incident command, communications, and cross-tower coordination with measurable MTTR improvements
Problem Management: Implement a practical RCA and recurrence reduction model with known error management and corrective action tracking
Change Enablement and Release Management: Mature change governance, CAB execution, release coordination, change compliance, and change risk management

ServiceNow Platform Strategy, Data Governance, and Controls

Own the ServiceNow ITSM platform strategy and roadmap aligned to the operating model
Establish data ownership, standards, validation, monitoring, and lifecycle governance to improve data integrity and auditability
oDrive CMDB and configuration management maturity, including CI ownership, relationship integrity, and data quality scorecards
Mature asset management practices, documentation, evidence capture, and automation opportunities
Ensure ITSM controls support compliance expectations (access governance, segregation of duties, change controls, evidence retention)

Service Model, Catalog, and Performance Management

Define and maintain the enterprise service model and hierarchy so services are understandable, measurable, and owned
Operationalize the Service Catalog as the front door for requests and standard fulfillment
Build trusted operational dashboards and metrics tied to outcomes (reliability, responsiveness, change quality, customer experience)
Establish a continual improvement pipeline that prioritizes high-impact fixes and drives measurable results

Capabilities in Scope (Owned or Accountable)
Monitoring and event management, alert triage and escalation routing, incident management and major incident command, problem management and RCA, known error management, change enablement, CAB coordination, release management, ServiceNow platform ownership, CMDB and configuration management, asset management, service catalog management, reporting and analytics, service modeling and service design, ITIL workflow design, observability design, automation and runbook design, knowledge management, continual improvement.

What you bring

10+ years in IT Service Management, Service Operations, and/or Technology Operations leadership in large enterprise environments (regulated preferred)
Proven experience building and operationalizing ITIL-aligned practices across incident, problem, change, release, request, and service desk functions
Strong ServiceNow ITSM expertise including platform governance, workflow design, reporting, and adoption leadership
Demonstrated success improving CMDB and asset management outcomes, including ownership, data quality, and operational traceability
Ability to drive cross-functional behavior change through standards, training, governance, and enforcement
Strong executive presence and communication skills, with confidence leading governance forums and making tradeoffs explicit
ITIL 4 certification strongly preferred (Foundation minimum)

Employee Benefits & Well-Being
Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.

Competitive Compensation & Total Rewards Incentives
Comprehensive Healthcare Coverage
Multiple 401(k) Savings Plan Options
Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
Disability, Life, and Long Term Care Insurance
Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
Caregiver and Mental Health Support Services

ADDITIONAL INFORMATION

National Range: $144,800 - $224,000
High-Cost Range (Includes New York): $181,000 - $281,000

Disclaimer: This role is aligned to a national market-based pay range. Actual compensation will vary based on geographic location, experience, skills, and other job-related factors. In addition to base salary, this role is eligible to participate in a bonus incentive plan. Incentive compensation is based on individual and company performance and is not guaranteed.

Apply Now

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