MetLife

Somos expertos y reconocidos a nivel mundial como líderes en seguros. Tenemos más de 150 años de experiencia entregando lo mejor en seguros de vida, rentas vitalicias y programas de beneficios a más de 90 millones de clientes, en 50 países del mundo. En México, somos la aseguradora # 1 de personas en el país, con más de 10 millones de asegurados.

The IT Operations & Services Manager – México is responsible for leading the in‑country execution of Incident, Problem, Change, and Release Management to ensure stable, resilient, and compliant IT operations across Mexico.
This is an exciting opportunity to guide critical IT services, protect production environments, and oversee core operational capabilities such as monitoring, batch processing, network operations, compliance workflows, and identity lifecycle services.
Success in this role requires strong leadership under pressure and strategic thinking.
The position is responsible for safeguarding operational stability and driving governance for Mexico’s ITSM processes.
You’ll collaborate closely with infrastructure teams, application teams, cybersecurity, risk, audit, regulators, and global/regional ITSM partners.

How You’ll Help Us Build a Confident Future (Key Responsibilities)

• Lead the operational oversight of Incident, Problem, Change, and Release Management.
• Create documentation such as SOPs, runbooks, escalation paths, and knowledge articles. 
• Oversee monitoring (Control Tower), batch processing, NOC activities, regulatory data validation, and maintenance execution.
• Manage technical recovery efforts, vendor performance, SLAs, CMDB integrity, and audit compliance.
• Develop team capabilities, training, and performance management for ITSM staff.
• Coordinate cross‑functional collaboration across business units, technical teams, and CAB boards.

What You Need to Succeed (Required Qualifications)

• Degree in Computer Science or related field.
• Expertise in ServiceNow for reporting and dashboards across Incident, Problem, and Change.
• Strong knowledge of ITIL/DevOps/PMP frameworks for process governance. 
• Ability to perform under pressure, prioritize, and communicate effectively with diverse stakeholders.
• Strong leadership and people‑development skills.

What Can Give You an Edge (Additional Skills)

• 7–10+ years of experience in ITSM and operational leadership.
• Experience with network operations, monitoring, batch frameworks, and directory services.
• Strong negotiation, decision‑making, and problem‑solving skills.
• Background in financial or highly regulated industries.

En MetLife tenemos el compromiso de fomentar la diversidad entre colaboradores y colaboradoras, a través de un trato no discriminatorio por motivos de raza, expresión / identidad de género, orientación sexual, religión, edad, nacionalidad, estado civil, discapacidades, condición física o económica, no se hacen pruebas de VIH y embarazo como requisito para ingreso, permanencia o ascenso y existe igualdad de oportunidades laborales.