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Corporate Vice President - Senior Manager Service Delivery Platform/Development Engineering

March 9, 2026

Location Designation: Hybrid - 3 days per quarter <div>The Senior Manager of Service Delivery Platform/Development Engineering, will be responsible for overseeing the strategic direction, development, implementation, and maintenance of New York Life’s (NYL) suite of service delivery platforms including LeanIX, ServiceNow, Jira, and Monday.dev. In this role you will be a service provider to the broader technology organization and business leaders to ensure agile service delivery and IT service management processes are delivered seamlessly and transparently.  A critical success factor for this role is prior experience implementing and supporting ServiceNow and Jira in enterprise environments. This includes understanding of ServiceNow architecture, ITSM Pro, and best practices to provide advice and coaching to the product team and consumers of the platform. The role will oversee an existing ServiceNow development and support team and play a lead role in stakeholder engagement. The role is also responsible for developing and implementing integration strategies to support our enterprise architecture community in defining business and technology standards and integrating LeanIX with ServiceNow to improve data quality of the CMDB. </div><div>The ideal candidate must also demonstrate proficiency with AI and data analytics technologies. The Service Management Product Portfolio includes our IT Operations Data Lake and GenAI/Agentic AI exploration to improve service experience and reduce manual effort associated with multiple technology functions. This may include in-house-developed solutions on AWS or other emerging technologies. </div><div> </div><div>What You’ll Do: </div><div>• Develop and execute a strategic vision for the ServiceNow and the broader NYL Service Management Platform that aligns with the company's overall business objectives. </div><div>• Foster a culture of innovation, collaboration, and continuous improvement within the team. </div><div>• Act as a key liaison between IT and business stakeholders, ensuring clear communication and alignment on priorities and goals. </div><div>• Lead change management initiatives to ensure successful adoption of new processes and technologies. </div><div>• Oversee the implementation of AI and Machine Learning capabilities to automate and optimize IT service management processes. </div><div>• Manage and execute integrations between ServiceNow and key platforms across NYL such as Pagerduty, Lean IX, Moveworks, and emerging automation/AI platforms. </div><div>• Automate the resolution of common workplace requests, reducing the need for human intervention and continuously learns from historical support tickets to improve its accuracy and efficiency. </div><div>• Represent the platform team in executive meetings, providing updates on platform performance, project status, and strategic initiatives. </div><div>• Identify and mitigate risks associated with the platform, ensuring business continuity and disaster recovery plans are in place. </div><div>• Drive the development of training programs and resources to enhance the skills and knowledge of the ServiceNow team and end-users. </div><div>• Provide strategic direction, technical leadership </div><div>• Manage and prioritize the development backlog, ensuring timely delivery of features and enhancements. </div><div>• Conduct regular performance reviews, provide constructive feedback, and support the professional growth of team members. </div><div>• Ensure compliance with security policies, data protection regulations, and industry standards. </div><div>• Develop and manage the budget for the platform, ensuring cost-effective solutions and resource allocation. </div><div><div> </div><div>What You’ll Bring: </div><div><ul style="list-style-type: disc;" role="list"><li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;" role="listitem" data-aria-level="1" data-aria-posinset="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1">Bachelor's degree in Computer Science, Information Technology, or a related field. A Master's degree is preferred. </li></ul></div><div><ul style="list-style-type: disc;" role="list"><li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;" role="listitem" data-aria-level="1" data-aria-posinset="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1">7+ years of experience in ServiceNow development and administration. </li></ul></div><div><ul style="list-style-type: disc;" role="list"><li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;" role="listitem" data-aria-level="1" data-aria-posinset="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1">Proven experience in a senior management role, leading and managing a team of developers and administrators. </li></ul></div><div><ul style="list-style-type: disc;" role="list"><li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;" role="listitem" data-aria-level="1" data-aria-posinset="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1">Strong understanding of ServiceNow architecture, modules, and best practices. </li></ul></div><div><ul style="list-style-type: disc;" role="list"><li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;" role="listitem" data-aria-level="1" data-aria-posinset="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1">Strong understanding of AI and Machine Learning concepts and their application within IT service management.  </li></ul></div><div><ul style="list-style-type: disc;" role="list"><li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;" role="listitem" data-aria-level="1" data-aria-posinset="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1">Excellent problem-solving skills and the ability to troubleshoot complex technical issues. </li></ul></div><div><ul style="list-style-type: disc;" role="list"><li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;" role="listitem" data-aria-level="1" data-aria-posinset="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1">Strong communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. </li></ul></div><div> </div></div>Pay TransparencySalary Range: $166,500-$238,000 Overtime eligible: Exempt Discretionary bonus eligible: Yes Sales bonus eligible: No Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.<div> Company Overview </div><div>At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact. </div><div>Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress. </div><div>As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it. </div> Our BenefitsWe provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.<a href="https://performancemanager8.successfactors.com/doc/custom/NYLPRD/6338_0524%20HR%20Talent%20Acquisition%20Employee%20Benefits%20PDF_NYL_FINAL.pdf"> </a><a href="https://performancemanager8.successfactors.com/doc/custom/NYLPRD/6338_0524%20HR%20Talent%20Acquisition%20Employee%20Benefits%20PDF_NYL_FINAL.pdf">Click here</a> to discover more about our comprehensive benefit options or visit our <a style="color:blue;text-decoration:underline" href="https://nylbenefits.com/">NYL Benefits Site</a>. Our Commitment to Inclusion At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. <a style="color:blue;text-decoration:underline" href="https://www.newyorklife.com/newsroom/featured-awards">Click here</a> to learn more about New York Life’s leadership in this space.Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the <a style="color:blue;text-decoration:underline" href="http://www.newyorklife.com/foundation">Foundation</a>. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the <a style="color:blue;text-decoration:underline" href="https://www.newyorklife.com/about/careers/">Careers</a> page of <a style="color:blue;text-decoration:underline" href="http://www.NewYorkLife.com">www.NewYorkLife.com</a>.Visit our <a style="color:#467886;text-decoration:underline" href="https://www.linkedin.com/company/newyorklife/mycompany/">LinkedIn</a> to see how our employees and agents are leading the industry and impacting communities.Visit our <a style="color:#467886;text-decoration:underline" href="https://www.newyorklife.com/newsroom">Newsroom</a> to learn more about how our company is constantly evolving to meet our clients' and employees’ needs. Job Requisition ID: 93249

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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