MetLife

This is an integral leadership role within MetLife’s Corporate Systems Technology organization supporting the Employee Experience organization (within Corporate Systems) which touches every employee of MetLife. This is an exciting time to join the Employee Experience organization as we collaborate with business leaders and continue to transform MetLife’s Employees Experience.

The Employee Experience team consists of several technology focused teams. The selected candidate will lead the ServiceNow team. This team is responsible for managing and enhancing ServiceNow capabilities across a wide range of internal users.

Role Description: 

AVP, ServiceNow Platform Delivery Lead is a leadership role responsible to lead a team of developers and analysts to develop & deliver high-quality technical solution for ServiceNow platform with best practices using Agile principles. The candidate will be a hands-on key member of project team & closely work with business stakeholders. The AVP will oversee the ServiceNow application delivery services, planning, development, and deployment strategy, including defining the goals and timelines for ServiceNow projects & enhancements.

Essential Duties & Responsibilities:

• Lead a team of ServiceNow Managers, Developers, Integrations specialists, Architects and be responsible for building & executing ServiceNow vision and roadmap.
• Drive execution of technical strategy and responsible for overall delivery of ServiceNow based solutions and capabilities in the organization with high quality standards & best practices.
• Build Center of Excellence (CoE) for establishing standards, governance, process and application monitoring, and an engagement model for client integrations using ServiceNow platform.
• Build a robust intake process that provides clarity to team and stakeholders on work queue and timing of the deliverables.
• Work closely with various Business Units to identify opportunities for process improvements and automation including HR Service Delivery, IT Service Desk, Customer Support, Facilities, etc...
• Streamline workflows to enhance productivity and reduce costs.
• Provide technical leadership to ServiceNow development efforts to meet project milestones.
• Manage and collaborate on technical development within a team & other teams at client & business groups within the organization.
• Manage technical scope and prioritize development work to ensure timely delivery of technology solutions.
• Responsible for developing technical solutions using agile principles.
• Manage delivery team resources (US, offshore and nearshore) in terms of resource planning and the prioritization of workload.
• Ensure successful development & application support strategy is implemented.
• Work with business leaders and stakeholders on managing overall project delivery.
• Identify risks, issues & dependencies for technical delivery of the solution.
• Track, provide status updates to business stakeholders, management.
• Review, manage support incidents, service requests and overall help desk activities.

Key Relationships:

• Reports To: VP, Employee Experience
• Team Size : Approx. 40 FTE and FTCs combined

Essential Business Experience and Technical Skills:

• Undergraduate degree required, MBA or other advanced degree preferred.
• 10 – 12 years of experience in delivering ServiceNow solutions and application management.
• Strong working knowledge of ServiceNow Application and Data Architecture.
• Strong experience in working with multiple global stakeholders and aligning their business needs to platform capabilities.
• Strong understanding of data governance, data risk in global setting including knowledge of international data privacy laws (GDPR).
• Experience in building governance model that ensure structured intake of projects and reporting on status.
• Experience in ServiceNow AI initiatives e.g., with Rubi, NowAssist are a plus.

 Preferred Experience and Technical Skills:  

• Thorough understanding of Customer support/ITIL/ITSM processes.
• Working knowledge of ServiceNow CSM, ITSM, ITOM, CMDB modules.
• Certification preferred (Certified ServiceNow Developer/ Implementation Specialist/ Administrator).
• Experience working in and/or certification in SAFE Agile model.
• Experience delivering complex IT solutions in a large, matrixed corporate environment.
• Accomplished change management leader, able to operate effectively in a highly matrix environment.