Chicago IL, USA
4 days ago
Director of Service Management

Location(s)

CORP-Randolph-Chicago-IL, Downers Grove, Illinois

Details

Kemper is one of the nation’s leading specialized insurers. Our success is a direct reflection of the talented and diverse people who make a positive difference in the lives of our customers every day. We believe a high-performing culture, valuable opportunities for personal development and professional challenge, and a healthy work-life balance can be highly motivating and productive. Kemper’s products and services are making a real difference to our customers, who have unique and evolving needs. By joining our team, you are helping to provide an experience to our stakeholders that delivers on our promises. 

Kemper is seeking to hire a Director of Service Management at our corporate Chicago or Downers Grove, IL location. The position reports to the VP of IT Infrastructure, and you will be responsible for ownership and oversight of ServiceNow, Process Oversight, and Governance of associated ITSM process and SPM support.

The Director will oversee the ServiceNow Administration and Service Management teams. You will have direct responsibility for the processes with the ITSM and SPM modules utilized by the technical and business teams and integration of end user operational processes. Manage blended teams of internal employees and external MSP resources. Be responsible for ensuring effective reporting is available to users and leadership within the organization. Lead the Process Oversight and Governance Team which enables process improvement and education of ITSM processes across the organization. This role is responsible for effective adoption and execution of ITSM processes to ensure regulatory compliance as applicable.

Position Responsibilities

Define and enforce enterprise-wide ITSM policies, procedures and standards that align with ITIL best practicesLeads the Change Management function to ensure consistent process execution, alignment with governance standards, and compliance with audit and risk management requirements.Provide recommendations on complex processes and frameworks that could affect the success of other initiativesFacilitate integration and processes supporting the CMDB and data aggregation from multiple sourcesDrive metrics creation and facilitate reporting related to the availability and stability of critical applicationsAdvocate for adoption, business alignment, and improvement of all ITSM processesMeet with PMO and Business Stakeholders to provide a stable and functional SPM moduleAccountable for building and maintaining the Service CatalogEnsures training and processes for tooling supports operational and development needsDevelops staff to meet the changing needs of the organization and awareness to new Cloud capabilities and integrationsManages vendor relationships, platform administration, and licensingManages internal and external (MSP offshore) resourcesManages cost center including effective planning and trackingGuide and oversee professional services engagements to expedite implementation, stability, and other objectives as needed

Position Qualifications

10+ years of fulltime personnel management experience10+ years of experience in designing, building, and implementing software solutions in banking, finance, or insurance industries7+ years of experience ServiceNow focusing on ITSM and SPMEducation equivalent to a college degree in computer science or related field, or the equivalent in related work experienceAbility to apply specialized knowledge of industry standards & practices to portfolio, programs, and initiativesStrong knowledge and ability to apply ITIL frameworksExperience executing internal and external auditsStrong background of SOX compliance and ITIL implementation for governance controlsAbility to communicate and provide reporting at the business and IT executive levelExperience in software development and project managementAbility to execute simultaneous projects to successful deliveryDemonstrated experience with vendor managementThis position is based at a Kemper office

The range for this position is $108600  to $180900. When determining candidate offers, we consider experience, skills, education, certifications, and geographic location among other factors. This job is eligible for an annual discretionary bonus and Kemper benefits (Medical, Dental, Vision, PTO, 401k, etc.)

Kemper is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other status protected by the laws or regulations in the locations where we operate.

We are committed to supporting diversity and equality across our organization and we work diligently to maintain a workplace free from discrimination.  
 

Kemper does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Kemper and Kemper will not be obligated to pay a placement fee. 

Kemper will never request personal information, such as your social security number or banking information, via text or email.  Additionally, Kemper does not use external messaging applications like WireApp or Skype to communicate with candidates.  If you receive such a message, delete it.  

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