Director, IT Service Management

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Date: Apr 15, 2025

Primary Location: Radnor, PA, US

Company: Lincoln Financial

Alternate Locations: Radnor, PA (Pennsylvania); Charlotte, NC (North Carolina); Fort Wayne, IN (Indiana); Greensboro, NC (North Carolina)

Work Arrangement:

Hybrid Preferred : Preferred employee will work 3 days a week in a Lincoln office

Relocation assistance: is not available for this opportunity.

Requisition #: 74458

The Role at a Glance

The Director of IT Service Management provides strategic leadership and direction to drive performance and ensure operational excellence across key areas of responsibility. This role oversees the Major Incident, Problem, and Change Management functions, ensuring best practices are followed and aligned with business goals. The Director also oversees the Monitoring and Alerting SMEs in the Technology Operations Center (TOC), ensuring efficient operations, timely incident response, and proactive service delivery. A key focus of this role is leveraging data analytics to drive analysis, continuous improvement, identify trends, and continuous improvement strategies surrounding availability and change metrics. Additionally, this role serves as a senior escalation point for complex support issues and collaborates with senior leadership to drive resolution and continuous improvement.

What you'll be doing

Maintains knowledge on current and emerging developments/trends, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
Directs and enhances organizational initiatives by positively influencing and supporting availability management and/or departmental/enterprise initiatives.
Identifies and directs the implementation of process improvements that significantly reduce operational risk to the firm, or improve quality across the department for their assigned area(s) of responsibility.
Provides subject matter expertise to team members and internal/external stakeholders on complex assignments/projects.
Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
Directs and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards.
Establishes and implements priorities, performance goals and objectives to ensure group results.
Directs and provides leadership to continually improve the capability and results for their assigned area(s) of responsibility.
Ensures that top talent is hired and retained for their assigned area(s) of responsibility.
Directs and monitors the performance of Technology Operations resources, which includes ensuring assigned tasks are completed, providing feedback on day-to-day performance, and working to identify and address training needs.
Ensures Technology Operations resources maintain compliance with service level agreements.
Directs and provides technical support to the monitoring tools team, the NOC team, as well as the availability management team.
Advises support staff concerning administrative procedures, escalated technical issues, and priorities.
Monitors and directs reports on progress, work trends, and problems.
Provides direction surrounding availability management key systems and processes.
Directs multi-site operations 24/7 with the help of managers and team leads.

What we’re looking for

Must Haves

4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
7+ Years experience in IT Support, specifically in Technology Operations Centers and with IT Major Incident, Change and Problem Management systems and processes that directly aligns to the responsibilities of this role, including 3+ years of supervisory, managerial, and/or demonstrated leadership experience

Application Deadline

Applications for this position will be accepted through May 15th, 2025, subject to earlier closure due to applicant volume.

What’s it like to work here?

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

What’s in it for you:

Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
Leadership development and virtual training opportunities
PTO/parental leave
Competitive 401K and employee benefits
Free financial counseling, health coaching and employee assistance program
Tuition assistance program
Work arrangements that work for you
Effective productivity/technology tools and training

The pay range for this position is $93,300 - $169,700 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at fraudhotline@lfg.com if you encounter a recruiter or see a job opportunity that seems suspicious.

Additional Information

This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.

Lincoln Financial is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

This Employer Participates in E-Verify. See the E-Verify notices.

Este Empleador Participa en E-Verify. Ver el E-Verify avisos.

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