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. 

The Senior Manager of Service Delivery Platform/Development Engineering, will be responsible for overseeing the strategic direction, development, implementation, and maintenance of New York Life’s (NYL) suite of service delivery platforms including LeanIX, ServiceNow, Jira, and Monday.dev. In this role you will be a service provider to the broader technology organization and business leaders to ensure agile service delivery and IT service management processes are delivered seamlessly and transparently.  A critical success factor for this role is prior experience implementing and supporting ServiceNow and Jira in enterprise environments. This includes understanding of ServiceNow architecture, ITSM Pro, and best practices to provide advice and coaching to the product team and consumers of the platform. The role will oversee an existing ServiceNow development and support team and play a lead role in stakeholder engagement. The role is also responsible for developing and implementing integration strategies to support our enterprise architecture community in defining business and technology standards and integrating LeanIX with ServiceNow to improve data quality of the CMDB.

The ideal candidate must also demonstrate proficiency with AI and data analytics technologies. The Service Management Product Portfolio includes our IT Operations Data Lake and GenAI/Agentic AI exploration to improve service experience and reduce manual effort associated with multiple technology functions. This may include in-house-developed solutions on AWS or other emerging technologies.

What You’ll Do:

• Develop and execute a strategic vision for the ServiceNow and the broader NYL Service Management Platform that aligns with the company's overall business objectives.

• Foster a culture of innovation, collaboration, and continuous improvement within the team.

• Act as a key liaison between IT and business stakeholders, ensuring clear communication and alignment on priorities and goals.

• Lead change management initiatives to ensure successful adoption of new processes and technologies.

• Oversee the implementation of AI and Machine Learning capabilities to automate and optimize IT service management processes.

• Manage and execute integrations between ServiceNow and key platforms across NYL such as Pagerduty, Lean IX, Moveworks, and emerging automation/AI platforms.

• Automate the resolution of common workplace requests, reducing the need for human intervention and continuously learns from historical support tickets to improve its accuracy and efficiency.

• Represent the platform team in executive meetings, providing updates on platform performance, project status, and strategic initiatives.

• Identify and mitigate risks associated with the platform, ensuring business continuity and disaster recovery plans are in place.

• Drive the development of training programs and resources to enhance the skills and knowledge of the ServiceNow team and end-users.

• Provide strategic direction, technical leadership

• Manage and prioritize the development backlog, ensuring timely delivery of features and enhancements.

• Conduct regular performance reviews, provide constructive feedback, and support the professional growth of team members.

• Ensure compliance with security policies, data protection regulations, and industry standards.

• Develop and manage the budget for the platform, ensuring cost-effective solutions and resource allocation.

What You’ll Bring:

Bachelor's degree in Computer Science, Information Technology, or a related field. A Master's degree is preferred. 7+ years of experience in ServiceNow development and administration. Proven experience in a senior management role, leading and managing a team of developers and administrators. Strong understanding of ServiceNow architecture, modules, and best practices. Strong understanding of AI and Machine Learning concepts and their application within IT service management.  Excellent problem-solving skills and the ability to troubleshoot complex technical issues. Strong communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.​

Pay Transparency

Salary Range: $155,000-$267,500 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.