Lead, Service Management

Job Classification:

Technology - Admin & Support

Are you interested in building capabilities that enable the organization with innovation, speed, agility, scalability and efficiency? The Global Technology team takes great pride in our culture where digital transformation is built into our DNA! When you join our organization at Prudential, you’ll unlock an exciting and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions.  

Your Team  

As a Lead, Service Management in the Operations Control Center you will partner with product owners, tech leads, designers, engineers and delivery professionals to improve Observability of Incident, Problem, and Change Management.  The Operations Control Center is the organizational unit owning the Incident, Problem, and Change processes.  You will specialize in the delivery and management of technology services to the firm, working with customers, internal service delivery units, and suppliers to ensure an appropriate level of service is delivered.

Here is What You Can Expect on a Typical Day    

• Create observability and metric visuals for businesses and users to understand critical points of interest within Operations Control Center processes
• Perform analysis and trending to identify areas of process improvement; lead continual improvement story creation/completion
• Provide oversight and guidance on creation of observability views and provide thought leadership on continual improvement efforts
• Create, code and support solutions to automate processes actively code against the roadmap  
• Employ an automation-first mindset, adding new value with automation embedded in solutions 
• Bring an applied understanding of relevant and emerging technologies, begin to find opportunities to provide input to the team and coach others and embed learning and innovation in the day-to-day   
• Work on complex problems in which analysis of situations or data requires an in-depth evaluation of various factors  

Significant Experience with several of the following:  

• In-depth understanding of Service Management Framework principles and processes and the ability to apply technical knowledge in project or program activities 
• Ability to gather management information and consolidate key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or service​
• Experience with agile development methodologies and Test-Driven Development (TDD)   
• Applied experience with several of the following: ServiceNow, Tableau, Power BI, Power Automate, Microsoft Fabric, Dynatrace,
• Experience with or ability to develop expertise with infrastructure fundamentals, database fundamentals, programming (including Python, JSON, Shell/Powershell scripting), web platforms (HTML, Sharepoint, Confluence), and cloud computing.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Ability to communicate effectively (both verbally and in writing) with all the stakeholders.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Analytical Thinking: Knowledge of techniques and tools that promote effective analysis: ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems. 

You’ll Love Working Here Because You Can  

Join a team and culture where your voice matters; where every day, your work transforms our experiences to make lives better. As you put your skills to use, we’ll help you make an even bigger impact with learning experiences that can grow your technical AND leadership capabilities. You’ll be surprised by what this rock-solid organization has in store for you. 

What we offer you: 

• Market competitive base salaries, with a yearly bonus potential at every level 
• Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave 
• Retirement plans: 
• 401(k) plan with company match (up to 4%)