Director, IT Enterprise Services & DevOps - Remote

Director, IT Enterprise Services & Dev Ops - Remote

Remote location available:
Arizona (Home Teleworkers);
California (Home Teleworkers);
Colorado (Home Teleworkers);
Michigan (Home Teleworkers);
Texas (Home Teleworkers).

We are actively hiring for a Director, IT Enterprise Services & Dev Ops - Remote.

Your Role:
This senior leadership role drives the modernization, scalability, and operational maturity of enterprise-wide IT support and service management capabilities, with a strong emphasis on the Service Now platform. As a trusted strategic partner to Technology and Business leaders, the Director leads the transformation of legacy operational functions into resilient, customer‑focused enterprise services that protect business continuity and meaningfully improve user experience across the organization.

The role centers on defining and owning the enterprise ITSM strategy to deliver high availability, strong security controls, and operational excellence. By positioning ITSM as a core enablement layer, the Director accelerates adoption of SaaS‑based workflows and intelligent automation for internal IT customers. In addition to platform and process leadership, this role connects Help Desk operations, infrastructure observability, and foundational service management practices—including Incident, Problem, Change, and Configuration Management—into a cohesive operating model.

Within a highly regulated P&C Insurance environment, the Director champions standardization, audit readiness, scalability, and consistently high‑quality outcomes.

• Practice Leadership & Strategy
• Operations Strategy:
  Own and evolve the enterprise ITSM and IT operations strategy, defining the operating model, governance framework, and accountability mechanisms required for resilient, high‑performing service delivery.
• Process Governance:
  Lead Incident, Problem, and Change Management disciplines, strengthening compliance, risk management, and operational stability while supporting business agility.
• CMDB Management:
  Establish and govern the CMDB capability, maturing the Common Service Data Model (CSDM) to ensure a trusted, actionable system of record.
• Performance Metrics:
  Define, monitor, and continuously improve service KPIs and operational health indicators to drive transparency, accountability, and measurable improvements in service quality and customer experience.
• Financial Stewardship:
  Manage the assigned IT budget and third‑party partner relationships, ensuring responsible spend, vendor accountability, and clear value realization.
• Strategic Liaison:
  Partner closely with IT leaders, business stakeholders, and the PMO to align service delivery priorities with enterprise strategies and outcomes.

• Platform Evolution:
  Lead complex, high‑impact initiatives, including major Service Now platform upgrades and capability expansions.
• Debt Reduction:
  Drive consolidation and retirement of legacy tools and processes through migration to the Service Now Catalog and standardized workflows.
• Automation & Security:
  Oversee adoption of Service Now Dev Ops Change Velocity and Application Vulnerability Response to enable risk‑based change governance, faster delivery, and improved security posture.

• Resource Planning:
  Lead and develop a diverse, high‑performing team of Scrum Engineers and practice leads across ITSM, SRE, and Dev Ops disciplines.
• Ideation & Intake:
  Serve as the primary intake point for new enterprise initiatives, facilitating prioritization, stakeholder alignment, and shared ownership of outcomes.
• Portfolio Planning:
  Build and oversee the 2026 Portfolio Plan, aligning investments and capacity with the broader Core Insurance Solutions strategy.

• Experience:
  
  15+ years leading engineering, operations, and/or service management teams within a large‑scale enterprise environment; experience in financial services or insurance is strongly preferred.
• Technical Expertise:
  Deep hands‑on and strategic expertise with the Service Now ecosystem, including ITSM, ITOM, CMDB, and Strategic Portfolio Management (SPM).
• Agile Proficiency:
  Demonstrated…