Our New York Life culture has laid the foundation for over 180 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy in stability and growth. The strength revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance.

As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities.  You will be part of an inclusive team guided by our belief to always be there for each other–providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.

You are our future, and we commit to investing in you accordingly.

As part of our Technology organization, you'll have the opportunity to contribute to groundbreaking initiatives that shape New York Life's digital landscape. Leverage cutting-edge technologies like Generative AI to increase productivity, streamline processes, and create seamless experiences for clients, agents, and employees. Your expertise fuels innovation, agility, and growth — driving the company's success. 

The Infrastructure Service Delivery Leader oversees delivery of infrastructure shared services from Enterprise Technology Services to New York Life’s (NYL’s) technology and business consumers. The role is responsible for maintaining the service catalog for technology infrastructure services and coordinating with product and service owners to ensure product offering are up to date and partners with product owners for new product launch efforts. The Service Delivery Leader oversees the relationship with business and technology senior leaders to review product and service consumption metrics supporting the Bill of IT Program. This includes coordinating monthly service review meetings and quarterly governance meetings for the CTO Organization. The Service Delivery Leader is the “voice of the customer” capturing feedback and facilitating delivery efforts, service review metrics, SLA reporting, and consumption trends.  

Work intake management is another critical aspect of the role. This includes coordinating agile product delivery where contributions are required from multiple product and service owners which require engagement of solution architects to develop blueprints or architecture patterns. All intakes are managed in Jira and the agile program portfolio managed in Monday.Dev. The Service Delivery Leader chairs the CTO Organizations Value Management Office to ensure programs are delivered on time and within budgetary estimates. The role oversees Scrum Masters and Portfolio Managers within the Service Delivery Team and partners with Scrum Masters who reside within Product Teams. Another key element of work intake management is the Cloud Business Office which promotes public cloud adoption and partners with the Chief Infrastructure Architect, DevSecOps, and Platform Engineering Leaders to ensure applications are well architected. This includes FinOps programs to ensure cloud consumption is aligned with cost effective patterns and cloud services are appropriately procured at the lowest rates. 

The Service Delivery function is responsible for coordinating the CTO Organization Program Increment (PI) Planning events focusing on cross tech coordination and maintaining a six quarter walk of PIs in order to align with annual budget planning. The Service Delivery Leader is responsible for product and service marketing efforts to ensure infrastructure shared services are aligned to business needs. This includes leading product road mapping efforts to align products and services with current and emerging technologies. Additionally, Service Delivery Leader leads benchmarking efforts to ensure products and services are competitive with the competing product and service offerings. This includes facilitating the adoption of GenAI and Agentic AI with product and services owners measuring the impact in terms of experience improvement and labor efficiency. 

What You’ll Do: 

Discover valuable objectives and challenges to solve and validate potential solutions with technology and business stakeholders  Directly impacts $45m annual AWS budget and facilitates cost reduction across 15 lines of business  Runs the Cloud Business Office, communicates with Finance and NYL Business Leaders on strategic direction for public cloud consumption  Develop a deep understanding of business goals and processes to inform offering priorities and improvement recommendations.  Socialize the CTO Organization Service Catalog and Technology Strategy to ensure a common understanding among internal and external stakeholders.  Manage the CTO Organization operating budget and consumption trends in partnership with product owners and consumers.  Lead strategy, PI planning and life cycle management efforts to support the ongoing evolution and innovation of the offering.  Monitor business, market and technology trends and competitive intelligence to drive strategy and proactively propose new solutions.  Survey the AI landscape, map breakthroughs to new areas of the offering that can be automated and evaluate cost of that automation versus continuing with human efforts.  Establish technology roadmaps and release plans that satisfy requirements and achieve client outcomes.  Monitoring and coordinating the CTO Organization work intake management  Build a close working relationship with and empower the product owner to make appropriate decisions relating to offering development, while providing clear guidance and setting “guardrails” to operate within.  Define, track and communicate relevant KPIs/OKRs for the product and service offerings to measure performance and contribution to NYL business goals and strategy.  Guide and empower the product and service owners to scope, plan and deliver work, applying established delivery methodologies (e.g., agile methods, continuous improvement methodologies, etc.) and best practices (e.g., reusability).  Proactively support the identification and resolution of blockers (including technical and resourcing) in order to achieve offering business objectives. 

What You’ll Bring: 

Strong interpersonal skills; ability to build strong relationships and collaboration across diverse and matrixed stakeholders and clients  Ability to facilitate difficult discussions, prioritize competing interests, and manage both strategic and tactical interests  Ability to surface, prioritize and balance multiple stakeholder priorities  Experience with design thinking principles and client experience design  A high degree of empathy; an ability to align and relate to clients  Excellent problem solving and analytical skills, including experience leveraging data to inform decision making and assist in solving engineering problems  Expertise in strategic thinking, forward-looking risk management and strong business acumen  Strong experience in researching and understanding both market and client needs  Demonstrated ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing  Strong agile program management skills  Flexibility and demonstrated experience with change management practices and protocols 

Technical Skills: 

Bachelor’s Degree in Computer Science, Engineers, or technical field of study  Demonstrated experience in technology service delivery in large enterprise or technology service providers. 

Required Certifications: 

AWS Associate Certification  Scrum Certification or equivalent experience.