AVP, IT Service Management (ITSM

Description and Requirements The Team You Will Join

When you join Met Life’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 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.

• 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.

• 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.

• Experience leading large‑scale ITSM functions, transformation, standardization, or modernization initiatives within a global enterprise environment.
• Experience with ITSM platforms and tools such as Service Now, 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…