AVP, IT Service Management (ITSM)

When you join MetLife’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life’s most important moments. In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward. The Opportunity The AVP, IT Service Management (ITSM) is responsible for leading the strategy, governance, and execution of enterprise IT Service Management to enable reliable, scalable, and business-aligned technology services across Global Technology and Operations. Guided by our purpose – always with you building a more confident future – and our New Frontier strategy focused on stronger growth, attractive returns and all-weather performance, this is an exciting opportunity to shape the future of IT service delivery at enterprise scale. This leader will drive operational excellence across core ITSM processes, including service desk services, service assurance, incident, problem, change, and request management; strengthen service resiliency; modernize capabilities through data, automation, and platform enablement; and partner with senior technology and business leaders to improve service reliability, reduce risk, and enhance the customer and employee experience. Key Responsibilities Lead the enterprise ITSM strategy, ensuring alignment with business priorities and enabling reliable, scalable, customer‑centric technology services. Own end‑to‑end service delivery across Incident, Problem, Change, and Request Management, driving consistent execution, service quality, and operational excellence at scale. Oversee service desk services, ensuring responsive, high‑quality support experiences and effective integration with broader ITSM processes. Drive major incident management and service resiliency, ensuring rapid restoration of critical services, clear executive communication, and proactive risk mitigation. Establish and enforce global ITSM governance, standards, and controls across regions, teams, platforms, vendors, and delivery partners. Use service performance metrics, data‑driven insights, automation, AI, and process optimization to improve service outcomes, reduce operational risk, and advance ITSM modernization. Lead, develop, and engage global ITSM teams while partnering with senior business, technology, security, infrastructure, application, and vendor stakeholders to deliver high‑quality service outcomes. Required Qualifications Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience. 10+ years of progressive experience in IT operations, service management, infrastructure, or technology leadership roles within complex organizations. Deep experience with ITSM frameworks and processes, including Incident, Problem, Change, and Request Management. Proven ability to lead global teams, operate in high‑pressure mission‑critical environments, influence senior stakeholders, and translate technical issues into business impact. Preferred Qualifications Experience leading large‑scale ITSM functions, transformation, standardization, or modernization initiatives within a global enterprise environment. Experience with ITSM platforms and tools such as ServiceNow, including adoption, optimization, integration, and performance management. Strong analytical, root cause analysis, vendor management, risk management, regulatory, and compliance capabilities, preferably in financial services or another highly controlled environment. Advanced degree, relevant ITSM or technology certifications, and demonstrated success using data, metrics, automation, or AI to improve operational efficiency and service reliability. Location Expectation This is a hybrid role requiring a minimum of 3 days per week in office. Salary The expected salary range for this position is $200,000 - $225,000. This role may also be eligible for annual short‑term incentive compensation and stock‑based long‑term incentives. All incentives and benefits are subject to the applicable plan terms. Benefits We Offer Our U.S. benefits address holistic well‑being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no‑cost short‑ and long‑term disability. We also provide company‑paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! Equal Opportunity MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”). If you need an accommodation due to a disability, please email us at View email address on click.appcast.io. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug‑free workplace. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities. #J-18808-Ljbffr MetLife