Voya Financial · 16 hours ago
IT Director - Technology Services Support (ITSM)
Windsor, CT
Full-time
Onsite
Senior Level, Lead/Staff
$143K/yr - $179K/yr
10+ years expVoya Financial is dedicated to providing financial opportunities for individuals and communities. They are seeking an IT Service Management (ITSM) Director to manage Service Management processes, interface with customers, and collaborate with IT leadership to drive improvements in IT service delivery.
Financial Services
Responsibilities
Lead the organization in adoption and operationalization of ITIL based processes leveraging ITSM best practices
Understand and review Process Architecture Designs and ensure delivery of ITIL process solutions for key Service Management areas
Define associated policies and standards to be employed with process solutions
Develop and support integrated process roadmap with interfaced processes
Responsible for understanding the interfaces between their process and other processes or sub-processes. Works closely with other process owners and sub-owners to optimize the integration of their process with other processes
Responsible for defining process service levels derived from customer requirements and measurement of the process against those service levels. Monthly, quarterly and yearly validation of process service levels with customers to ensure consistent alignment
Conducts periodic operational reviews with management to review process performance, explain gaps and develop and execute plans to close them
Manage enterprise initiatives and Technology Services projects on an as need basis
Champion integration between IT Service Management processes, ensuring end-end integration
Facilitate requirements gathering discussions with stakeholders. Interact with both technical resources and customers to identify and document business requirements
Transform business requirements into process specifications
Manage and oversee process activities from creation and improvements, through process design and organizational impact & change management to implementation
Workflow analysis and identification of problem solving and service improvement opportunities
Interface with Service Now reporting team to define and document the appropriate service performance reports that will assist the IT Service Management team
Perform process assessments ensuring effectiveness, efficiency, adaptability and continuous improvement
Participate in periodic audits to ensure processes comply to policy and standards
Facilitate user training including the creation of training material
Qualification
Required
ITIL Foundation Certified (at a minimum)
Advanced ITIL certification in processes under primary management
10+ years of experience with ITIL processes
Demonstrated success in project execution with involvement in multiple major projects
Ability to draw from knowledge of multidisciplinary practices to achieve desired outcomes
Working knowledge of all aspects of IT including, Operations, Infrastructure and Applications
Ability to assess cost, benefits and viability of proposed solutions
Self-starter
Extremely customer focused
Attention to detail
Demonstrated communication skills
Problem solving skills
Resource management skills
Strong written and verbal skills
Ability to communicate with practitioner level individuals through senior leadership on the IT and Business side
Benefits
Health, dental, vision and life insurance plans
401(k) Savings plan – with generous company matching contributions (up to 6%)
Voya Retirement Plan – employer paid cash balance retirement plan (4%)
Tuition reimbursement up to $5,250/year
Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
Paid volunteer time — 40 hours per calendar year
Company
Voya Financial
Voya Financial is a financial services company that specializes in the fields of retirement, investments, and insurance.
5001-10000 employees
H1B Sponsorship
Voya Financial has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (4)
2023 (2)
2022 (1)
2021 (5)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown2018-06-01Acquired
2013-05-02IPO
Leadership Team
Michael Katz
Executive Vice President, Chief Financial Officer
Recent News
2026-02-04
2026-02-03
2026-01-16
Company data provided by crunchbase