IT Service Management Process Owner (itsm)

It Service Management (Itsm) Process Owner

The next part of your journey is right around the corner — with The Standard.

A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we've been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

Job Summary

The IT Service Management (ITSM) Process Owner is responsible for implementing, operating, and continuously improving IT processes within the IT environment. This role includes ownership, design, sponsorship, and education of the process, as well as ensuring adherence to the process across multiple providers.

The ITSM Process Owner for Change Management, Service Level Management, and Service Transition has several key responsibilities to ensure the effective design, execution, and improvement of these processes:

• Accountability and Coordination: The ITSM Process Owner is accountable to senior management for the proper design, execution, and improvement of processes, including defining Critical Success Factors (CSFs) and Key Performance Indicators (KPIs), coordinating resources, and promoting process awareness among stakeholders.

• Monitoring and Communication: Monitor and review the execution of processes, manage outsourced Process Managers, update procedural documentation, and regularly communicate with stakeholders to identify new requirements or requested changes.

• Process Improvement: The ITSM Process Owner is responsible for identifying and implementing processes improvements, ensuring integration between processes and working with the IT Service Management (ServiceNow) tool owner for approved changes.

Skills and Background You’ll Need

Experience: 3+ years of experience in Service Management , specifically in Change Management , Service Level Management , and Service Transition processes is required.

• Experience using ServiceNow ITSM Pro suite is required

• Expertise in managed services environments, knowledge of IT functional areas, and experience in developing service level objectives and indicators required

• ITIL V3 or V4 Foundation Certification is preferred

• Strong written, oral, and presentation abilities, experience maintaining process artifacts, working with offshore teams, and proficiency in PowerPoint and Excel.

Education: Bachelor’s degree in technology or related field (PREFERRED)

Key Behaviors of a Successful Candidate

• Customer Focus – Works to understand their concerns and collaborates on effective solutions.

• Improvement Mindset: Continually seeks new ways to apply digital and non-digital solutions to drive innovation, efficiency, effectiveness and transformation to create business/customer value.

• Driving Success: Takes action, initiates activity, pursues ambitious goals with persistence and shows resilience in the face of obstacles and setbacks.

Why Join The Standard?

• A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions

• An annual incentive bonus plan

• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure

• A supportive, responsive management approach and opportunities for career growth and advancement

• Paid parental leave and adoption/surrogacy assistance

• An employee giving program that double matches your donations to eligible nonprofits and schools

In addition to the competitive salary range below, our employee-focused benefits support work-life balance. Learn more about working at The Standard.

Salary Range: $74,500.00 - $126,500.00

Positions will be posted for at least 5 days from original posting date.

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Mortgage Investors, LLC, StanCorp Investment Advisers, Inc., and American Heritage Life Insurance Company and American Heritage Service Company, marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability or veteran status or any other condition protected by federal, state or local law. Except where precluded by state or federal law, The Standard will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance. The Standard offers a drug- and alcohol-free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on The Standard's property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation and employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.