Job Description

Location Designation: Hybrid - 3 days per quarter 

We are currently seeking a Strategic Business Production Support and Operations lead responsible for the delivery of reliable, high-quality support services across Strategic Business organizations (Group Benefit Solutions, Group Membership, Institutional Annuities, Institutional Life, NYL Direct and NYL Investments) responsible for the execution of several service offerings:

• Promote a clear understanding of the different levels of TDAV support services within Strategic Business organizations by gaining in-depth knowledge of each business unit and the functions they serve
• Enhance relationships and communication processes across technology and business support teams for each Strategic Business Unit to encourage collaboration, improve efficiency, and address any support gaps as needed
• Maintaining a consistent, aligned approach in the execution and oversight of all Service Management functions including Incident Management, Problem Management, Service Request, Change Management and customer experience survey feedback ensuring consistent service quality and reliability across all TDAV domains
• Where applicable, manage contracted support personnel responsible for the execution of support services such as incident management, service request, and problem management, ensuring 99.5% availability across all our critical applications and associated business processes
• Lead recurring forums for CIO organizations and Technology, Data, AI and Ventures (TDAV) Service Delivery leaders to:
  • Review service performance and delivery quality against SLAs and Service Level Objectives (SLOs)
  • Assess customer satisfaction and feedback from the Strategic Business (SB) community
  • Evaluate cost of services and identify optimization levers across infrastructure, cloud, data, and application domains
  • Align on corrective actions, ownership, and near-term delivery priorities
  • Maintain transparency and accountability across service towers
• Drive consistent utilization of new and existing tool sets to proactively monitor and manage the performance of our applications and end user experiences while influencing the continued maturity of our ITIL processes and metric reporting
• Oversee the ideation and execution of automation of opportunities reducing manual repeatable tasks within each of the Strategic Business units concentrating on process improvement ideas targeted to reduce overall run cost and drive efficiency
• Lead relationship management, governance and accountability across all support actors including NYL resources, MSP Suppliers and Third-Party Vendors ensuring for an aligned approach and clear accountability across support operations

What You'll Bring: 

• Leadership and Coordination: Proven ability to lead and coordinate cross-functional teams in high-pressure situations. Excellent organizational and time management skills.
• Communication Skills: Exceptional verbal and written communication skills. Ability to convey complex technical information to non-technical stakeholders
• Problem-Solving: Strong analytical and problem-solving skills. Ability to think critically and make quick decisions under pressure in complex technology landscapes.
• Experience: Previous experience in incident management and ITIL Service management processes
• Hands-on development mentality, with a willingness to troubleshoot and solve complex problems with understanding Business terms and Business Acumen. 
• Strong experience managing vendor staffing, identifying resource gaps, and contention issues, including internal employees and vendor resources/consultants.

Preferred Skills:

• ITIL certification or equivalent.
• Strong analytical and problem-solving skills.
• Proficiency in Observability tools such as ServiceNow, New Relic, SumoLogic and Pager Duty.
• Experience with AWS application cloud support and predictive analytics/ AI-powered incident management tools.
• Knowledge of IT operations and infrastructure management.

#LI-TL2

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Pay Transparency

Salary Range: $180,500-$258,000  

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.

Company Overview 

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. 

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. 

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. 

Our Benefits

We 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. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site .

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. Click here 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  Foundation . 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 Careers page of .

Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.

Job Requisition ID: 93191

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