Mutual Opportunities
Director of ServiceNow Product Delivery
Boston, Massachusetts; Springfield, Massachusetts; New York, New York
Thank you to our employees for voting us one of the top places to work in Massachusetts for five consecutive years!
Overview
A career with us means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what enables MassMutual to deliver on our purpose to help people secure their futures and protect the ones they love.
We embrace the idea that we all are stronger and better through our support for one another. We strive to create a culture where employees feel valued and are celebrated for who they are.
“Since our founding in 1851, mutuality has put our policyowners at the center of everything we do. At our core, we’re a company of people helping people in their time of need, and that spirit extends to the culture we’ve built at our company. Our employees support and rely on each other each day, collaborating to deliver the best solutions for our customers and help millions more secure their future and protect the ones they love.”
Job Description
(Director of ServiceNow Product Delivery, ServiceNow Platform Team and Strategy & Innovation Department)
(HYBRID: Boston MA, Springfield MA, New York)
The Opportunity
The Director of ServiceNow Product Delivery will be responsible for driving the planning, delivery, management, administration, and budget maintenance of the MassMutual ServiceNow platform in support of our home office and field associates. The Delivery Leader is a people leader who has overall accountability of the ServiceNow platform. This individual provides leadership and oversight to the Platform Delivery Team, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. Overall, the Delivery leader (ServiceNow Platform Owner) is responsible and empowered with the authority to make decisions that impact the platform and does so in alignment to our business strategy and governance.
This role will have a heavy focus on developing and maturing the enterprise request management space and ensuring optimal user experience. The role requires strong communications skills and technical expertise as it requires frequent liaison with business and IT areas requesting services from the team.
The Team
The team is a global team comprising of solution architects, developers, BAs/Consultants, QA and operations resources. This is a highly collaborative team. Our core values are accountability, customer focused and agility. The growing demand on the platform has given rise to more agile methodologies and governance to ensure a well-oiled machine. We are motivated by the value ServiceNow provides the enterprise and the opportunities to enable our business and IT teams to exception digital service. We implement a player coach methodology to ensure seamless execution of work in the cell. This means the role will require the ability to flex between management and individual contributor duties.
The Impact:
- Platform owner who has overall accountability for execution of the day-to-day operations and strategy
- Supports creation of overall roadmap and shapes demand for enterprise platform consumption to achieve business outcomes
- Customer centric and ensures platform team alignment to business strategy, roadmap and platform governance policies
- Oversight of escalations and works closely with platform architects and tech lead to anticipate and remove blockers
- Maximizes value of the platform by identifying additional business outcomes to be explore with justifiable ROIs
- Presides over technical governance board and involved in all governance components
- Ownership and oversight of ServiceNow instances
- Manage, coach and motivate global team; and work to build a strong pipeline of diverse talent
- Manage vendor relationships and external partnerships
The Minimum Qualifications
- Bachelor's degree
- 10+ years of experience leading projects and/or people
- 3+ years experience managing ServiceNow projects and /or project tracks
- 3+ years experience with improvement models like Six Sigma
- Ability to travel globally; i.e. Romania, India
- Authorized to work in the US without sponsorship now or in the future.
The Ideal Qualifications
- Certified ServiceNow Platform Administrator
- ITILv4 certified
- Strong technical foundation in the ServiceNow platform, either as a platform admin or developer
- Track record of medium and large-scale delivery using Agile methodologies
- Experience managing business engagements, starting with building strong relationships with the various business leads and balancing a wide variety of competing and sometimes conflicting priorities
- Proven ability to promote ideas and proposals persuasively, shape stakeholders’ opinions, project a positive image, work through conflicts and negotiate win/win solutions
- Proven ability to apply financial insights and draw accurate conclusions from financial and other quantitative information
- Proven experience in driving process optimization and organizational change
- Experience acting as an advisor and partner in the development and definition of business strategies
- Excellent written and communication skills
- Excellent presentation, influencing and reasoning skills.
- Ability to work with staff at all levels of the organization
- Ability to multitask, solve problems resourcefully, and work well under pressure
- Self-motivated with the ability to work independently toward established goals
- Excellent facilitation skills and proven ability in promoting collaboration within and across teams
- Ability to think innovatively in developing and executing change
- Ability to work within a complex business environment
- Cloud application technology experience
- Proven ability to promote sharing of best practices and leverage learnings across teams
- Experience with strategic planning, business development, or stakeholder management
What to Expect as Part of MassMutual and the Team
- Regular meetings with the Strategy & Innovation leadership team
- Focused one-on-one meetings with your manager
- Access to mentorship opportunities
- Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
- Access to learning content on Degreed and other informational platforms
- Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits
#LI-SC1
MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Salary Range: $141,300.00-$185,400.00
Hiring Process
Explore
Explore our open jobs by clicking 'search jobs' to find a position that aligns with your experience and skills. You may also consider joining our Talent Network.
Apply
Click the “apply” button on that job posting to complete and submit your application. Your application will be reviewed by a recruiter, which, due to the volume of applications received, may take some time as we carefully consider each application.
Screen
After your application has been reviewed, if you meet the qualifications for the role, a recruiter will reach out to you to start a conversation.
Interview
If you are invited for an interview, you will be scheduled to meet with the hiring manager and hiring team.
Offer
If you are extended an offer to join MassMutual and accept, your start will be contingent upon a satisfactory background check.
Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual community!
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
By the numbers*
- 88% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say they feel encouraged to bring forth new ideas - 86% of employee respondents say MassMutual cares about and supports the well-being of their employees
*Source: 2024 MassMutual employee engagement survey
Award-Winning Culture
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. It’s more than our company structure — it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts.
We strive to embrace diversity in every sense, focusing on building a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below. Benefit details can be found here.
Why MassMutual?
Kevin
Compliance Consultant
Seth
Service Management Consultant
Kymberly
Head of Experience Journey Mapping
where we work
Springfield Office
1295 State Street, Springfield, MA
Boston Office
10 Fan Pier Blvd, Boston, MA
New York Office
2 Park Ave,
New York, NY
Virtual
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