Location(s) CORP-Randolph-Chicago-IL, Downers Grove, Illinois **Details** _Kemper is one of the nation’s leading specialized insurers. Our success is a direct reflection of the talented and diverse people who make a positive difference in the lives of our customers every day. We believe a high-performing culture, valuable opportunities for personal development and professional challenge, and a healthy work-life balance can be highly motivating and productive. Kemper’s products and services are making a real difference to our customers, who have unique and evolving needs. By joining our team, you are helping to provide an experience to our stakeholders that delivers on our promises._ Kemper is seeking to hire a Director of Service Management at our corporate Chicago or Downers Grove, IL location. The position reports to the VP of IT Infrastructure, and you will be responsible for ownership and oversight of ServiceNow, Process Oversight, and Governance of associated ITSM process and SPM support. The Director will oversee the ServiceNow Administration and Service Management teams. You will have direct responsibility for the processes with the ITSM and SPM modules utilized by the technical and business teams and integration of end user operational processes. Manage blended teams of internal employees and external MSP resources. Be responsible for ensuring effective reporting is available to users and leadership within the organization. Lead the Process Oversight and Governance Team which enables process improvement and education of ITSM processes across the organization. This role is responsible for effective adoption and execution of ITSM processes to ensure regulatory compliance as applicable. **Position Responsibilities** + Define and enforce enterprise-wide ITSM policies, procedures and standards that align with ITIL best practices + Leads the Change Management function to ensure consistent process execution, alignment with governance standards, and compliance with audit and risk management requirements. + Provide recommendations on complex processes and frameworks that could affect the success of other initiatives + Facilitate integration and processes supporting the CMDB and data aggregation from multiple sources + Drive metrics creation and facilitate reporting related to the availability and stability of critical applications + Advocate for adoption, business alignment, and improvement of all ITSM processes + Meet with PMO and Business Stakeholders to provide a stable and functional SPM module + Accountable for building and maintaining the Service Catalog + Ensures training and processes for tooling supports operational and development needs + Develops staff to meet the changing needs of the organization and awareness to new Cloud capabilities and integrations + Manages vendor relationships, platform administration, and licensing + Manages internal and external (MSP offshore) resources + Manages cost center including effective planning and tracking + Guide and oversee professional services engagements to expedite implementation, stability, and other objectives as needed **Position Qualifications** + 10+ years of fulltime personnel management experience + 10+ years of experience in designing, building, and implementing software solutions in banking, finance, or insurance industries + 7+ years of experience ServiceNow focusing on ITSM and SPM + Education equivalent to a college degree in computer science or related field, or the equivalent in related work experience + Ability to apply specialized knowledge of industry standards & practices to portfolio, programs, and initiatives + Strong knowledge and ability to apply ITIL frameworks + Experience executing internal and external audits + Strong background of SOX compliance and ITIL implementation for governance controls + Ability to communicate and provide reporting at the business and IT executive level + Experience in software development and project management + Ability to execute simultaneous projects to successful delivery + Demonstrated experience with vendor management + This position is based at a Kemper office The range for this position is $108600 to $180900. When determining candidate offers, we consider experience, skills, education, certifications, and geographic location among other factors. This job is eligible for an annual discretionary bonus and Kemper benefits (Medical, Dental, Vision, PTO, 401k, etc.) _Kemper is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other status protected by the laws or regulations in the locations where we operate._ _We are committed to supporting diversity and equality across our organization and we work diligently to maintain a workplace free from discrimination._ _Kemper does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Kemper and Kemper will not be obligated to pay a placement fee._ Kemper will never request personal information, such as your social security number or banking information, via text or email. Additionally, Kemper does not use external messaging applications like WireApp or Skype to communicate with candidates. If you receive such a message, delete it. \#LI-AK-1 **Kemper at a Glance** The Kemper family of companies is one of the nation’s leading specialized insurers. With approximately $13 billion in assets, Kemper is improving the world of insurance by providing affordable and easy-to-use personalized solutions to individuals, families and businesses through its Kemper Auto and Kemper Life brands. Kemper serves over 4.8 million policies, is represented by approximately 22,200 agents and brokers, and has approximately 7,500 associates dedicated to meeting the ever-changing needs of its customers. Learn more at Kemper.com . *Alliance United Insurance Company is not rated. _We value diversity and strive to be an employer of choice. An Equal Opportunity Employer, M/F/D/V_ **Our employees enjoy great benefits:** • Qualify for your choice of health and dental plans within your first month. • Save for your future with robust 401(k) match, Health Spending Accounts and various retirement plans. • Learn and Grow with our Tuition Assistance Program, paid certifications and continuing education programs. • Contribute to your community through United Way and volunteer programs. • Balance your life with generous paid time off and business casual dress. • Get employee discounts for shopping, dining and travel through Kemper Perks.