Director, IT Service Management (ITSM)

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day.

We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.
• Make it about others. We do what's best for our customers and collaborate to drive progress.
• Make it happen. We work with intention toward a common purpose and forge ways forward together.
• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE
Director, IT Service Management (ITSM)

LOCATION
This position is available to Virginia residents as Richmond or Lynchburg, VA Hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

This role is not eligible for employment visa sponsorship.

YOUR ROLE
Genworth’s Information Technology organization is undergoing a multi-year transformation to become business aligned, enterprise minded, and operationally disciplined. The Director, IT Service Management (ITSM) is a strategic leadership role responsible for building and leading an ITIL-aligned ITSM service tower and making ServiceNow a trusted system of record for service execution, controls, and performance. This leader establishes the ITSM operating model, drives consistent adoption across technology towers, and ensures service delivery is measurable, reliable, and audit-ready across the enterprise.

What you will be doing

• Enterprise ITSM Operating Model and Governance

• Define the ITSM operating model, roles, decision rights, and standard ways of working aligned to ITIL
• Run the governance cadence that ensures consistent execution (service reviews, incident/problem reviews, CAB, release governance, KPI reviews)
• Establish and enforce service ownership standards including service definitions, SLAs/SLOs, and operational accountability
• Drive change management and role-based training so teams execute processes correctly and consistently

• Core ITSM Practice Ownership (Build, Run, Improve)

• Service Desk and Request Fulfillment: Standardize intake, triage, escalation, request fulfillment, and knowledge/self-service enablement
• Monitoring, Event Management, and NOC: Define monitoring standards, alert triage, routing, escalation, and signal quality improvements
• Incident and Major Incident Management: Establish predictable incident command, communications, and cross-tower coordination with measurable MTTR improvements
• Problem Management: Implement a practical RCA and recurrence reduction model with known error management and corrective action tracking
• Change Enablement and Release Management: Mature change governance, CAB execution, release coordination, change compliance, and change risk management

• ServiceNow Platform Strategy, Data Governance, and Controls

• Own the ServiceNow ITSM platform strategy and roadmap aligned to the operating model
• Establish data ownership, standards