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Assistant Vice President, IT Service Owner - Hosting. Job in Cary, North Carolina, United States in MetLife, Inc.. Nelest.com
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Assistant Vice President, IT Service Owner - Hosting

col-narrow-left   

Job ID:

22953

Location:

Cary, NC 

Job function:

Information Systems Management
col-narrow-right   

Posted:

03.10.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Assistant Vice President, IT Service Owner - Hosting

Job Description:

METLIFE:

"At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers."

MetLife, through its subsidiaries and affiliates, is a global provider of life insurance, annuities, employee benefits and asset management with operations in nearly 50 countries and leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. With a proven track record of financial strength and delivering on promises since 1868, the company prides itself on helping people plan for their future by protecting what matters most - their families and their achievements.

With 2014 total operating income of ~$70 billion, MetLife is ranked #42 on the Fortune 500 list and #69 on the Forbes Global 2000 list of the world's largest public companies. Globally, the company has ~65,000 employees serving approximately 100 million customers, individuals, and businesses, including 90 of the FORTUNE 100. MetLife is also one of the largest institutional investors in the US with more than $450 billion in managed assets. FORTUNE Magazine's World's Most Admired Company survey recently named MetLife #1 in the Life and Health Insurance industry.

MetLife is an ambitious company with the scale, scope and talent to lead the transformation of the insurance and employee benefits industry, driving world class standards of performance around the globe. Launched in 2012 by MetLife Chairman and CEO, Steven Kandarian, the company's enterprise strategy is based on four cornerstones: Refocus the U.S. Business, Grow Emerging Markets, Build a Global Employee Benefits Business and Drive Towards Customer Centricity and a Global Brand. Concrete actions are well underway in each of these strategic focus areas, including moving to a horizontally-integrated global operating model to help drive greater leverage of technology and operations and the more consistent application of functional priorities across global markets.

As One MetLife, the company has defined common values shared across the enterprise: Put Customers First, Be the Best, Make Things Easier, and Succeed Together. These values guide how employees operate every day and are reflected in the company's commitment to creating a world-class organization which places a high value on motivational leadership, engaged talent, and customer focus. For more information on working at MetLife, please visit MetLife Careers.

LOB / Global Function: The Enterprise Infrastructure & Architecture (EI&A) organization has 5 strategic priorities that support Global Technology & Operations' (GTO) strategy of delivering a differentiated customer experience and improving our operating leverage. These priorities include the following:

- Business Alignment

- Operational Excellence

- Financial Performance & Cost Innovation

- Risk, Safety and Soundness

- Employee Capabilities

DEPARTMENT: Service Management & Control (SM&C)

The intent of Service Management & Control is to drive EI&A's priorities of Business Alignment, Operational Excellence and Financial Performance & Cost Innovation. SM&C was established 3 years ago with the intent of consolidating IT Service Management (ITSM) processes, practices and services under a single organization. At inception, the team performed several functions primarily for the US-based Technology Organization. Over the past 3 years, the team has evolved to take on additional capabilities and scope while concurrently maturing and evolving core processes and functions.

The focus going forward is to drive MetLife Global Technology to a service-focused operating model, whereby IT services are managed as business services rather than technology products and the underlying processes used to operate the "Business of IT" are utilized consistently across the global IT organization. In this model the customer is at the center of everything we do and every decision is made in context of impact to the MetLife business. To achieve this future vision, the current SM&C organization must evolve and mature.

The AVP Service Owner - Hosting will play a key role in achieving this future state and enabling the SM&C organization and EI&A to achieve its goals. By driving excellence with regard to the services we deliver, EI&A will improve customer satisfaction & alignment. Driving consistency and adoption of standard services across the Global IT Organization will also directly impact and drive operational excellence and ultimately financial performance through rationalization & consolidation of technologies. Further it will enable MetLife IT to demonstrate the rigor and controls being demanded of MetLife as a significantly important financial institution (SIFI).

THE ROLE: The AVP Service Owner - Hosting is accountable for managing all Hosting services (Mainframe, Distributed, Cloud) within MetLife. The Service Owner will be responsible for defining the strategy and roadmap for these Services, implementation and operation of the underlying Services, and Service changes. This role is the liaison between Solutions Delivery / Customer and the technical teams (Engineering & Operations) providing the Service. It is responsible for verifying services meet business requirements and agreed service levels/targets. The Service Owner will ensure MetLife Hosting Services are managed as a business by providing a single point of accountability for these Services. The Hosting Service Owner will drive:

  • Improved experience by internal & external customers as clear accountability for hosting

  • Reduced complexity and cost within the MetLife IT environment, through rationalization of products and tools.

  • Competitive pricing for hosting services used by MetLife's businesses by considering all alternatives for providing these services and through regular benchmarking of these services.

  • Improved quality and performance of these services by ensuring consistency and controls across the business processes that underlie the service offerings.

  • End-to-end planning across Global Technology for supporting new or changed services once they are built and transitioned into live Operations.

  • Consistent metrics and governance to measure and continually improve MetLife Hosting Service offerings across the enterprise.

  • Compliance with the full Service Lifecycle: Design Coordination, Service Catalog Management, Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management and Supplier Management.

Key Responsibilities:

  • Engage with Solutions Delivery (Customer) and IT to functionally design and sponsor the implementation of Services that meet business requirements and support the overall business process

  • Work with Engineering, Operations, Product Owners, and Support teams to define the processes for delivery, management and support of the Service

  • Develop overarching strategy and roadmap for hosting across current and future offerings (internal/external cloud, converged, Unix, Wintel distributed infrastructure, mainframe, etc.) and secure buy-in from CTO and CIO's

  • Liaise regularly with executives and senior management both in GTO and the business, providing guidance and addressing issues with a focus on the overall IT strategy.

  • Negotiate Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the Service

  • Identify performance metrics, budget and chargeback for the Service

  • Hold Engineering, Operations, Product Owners, and Support teams accountable for meeting defined SLAs, OLAs and budget and for overall Service Quality

  • Manage the ongoing Service budget including reporting, benchmarking, forecasting and budget planning

  • Serve as key interface for any associated external services or vendors, ensuring adherence to relevant SLAs and costs

  • Act as primary contact for all major Service-related Hosting inquiries and issues

  • Engage with the Solutions Delivery and Product Owner to understand and plan for ongoing Service needs/capabilities and changing business requirements

  • Solicit required data, statistics and reports for analysis and to facilitate effective Service monitoring and performance, and regularly report on Service performance

  • Understand the cost drivers for the Service and work with the appropriate parties to manage costs while maintaining Service levels

  • Engage with technical teams and Product Owner to plan for growth, upgrades/changes to the Service, and maintaining the Service roadmap

  • Seek out and champion Service improvement opportunities, and prioritize and coordinate these Service improvement efforts

  • Ensure continued alignment with other EI&A Services and processes

  • Collaborate with the appropriate ITIL process owners throughout the Service Management lifecycle

Travel Requirements: 10-25%

Job Requirements:

Business Knowledge/Technical Skills:

  • Accomplished change management leader, able to operate effectively in a highly matrix environment.

  • Proven experience in strategy definition, management and governance of Hosting (mainframe, distributed, cloud) within a large, complex, global organization.

  • Strong negotiation, influence and communication skills. Will be routinely required to influence and negotiate with various stakeholders, including SVP / EVPs globally across IT.

  • Ability to lead a large dedicated & virtual team by establishing vision and defining actionable objectives.

  • Outstanding Customer Orientation - ability to understand technology but put customer need and objectives first.

  • Undergraduate degree required, MBA or other advanced degree preferred.

Leadership Competencies

  • Motivates People - Gains people commitment to achieve business objectives through clear communication of the company's vision and flexing leadership styles to inspire high performance.

  • Creates Partnerships - Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.

  • Seizes Opportunity - Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.

  • Focuses on Customers - Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.

  • Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, martial or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

Note to Mobile Users: If viewing on a mobile device and would like to apply, please email the job to yourself and complete the application from a desktop/laptop.

Note to Desktop/Laptop Users: For immediate consideration, click Apply Now button below. You will be directed to complete an on-line profile which takes 10 - 15 minutes to complete. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Zip Code:

27513

Company Info
MetLife, Inc.
1095, Avenue of the Americas
New York, NY, United States

Phone:
Web Site: metLife.com

Company Profile

Company Info


MetLife, Inc.
1095, Avenue of the Americas
New York, NY, United States
Phone:
Web Site: metLife.com

Assistant Vice President, IT Service Owner - Hosting

col-narrow-left   

Job ID:

22953

Location:

Cary, NC 

Job function:

Information Systems Management
col-narrow-right   

Posted:

03.10.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Assistant Vice President, IT Service Owner - Hosting

Job Description:

METLIFE:

"At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers."

MetLife, through its subsidiaries and affiliates, is a global provider of life insurance, annuities, employee benefits and asset management with operations in nearly 50 countries and leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. With a proven track record of financial strength and delivering on promises since 1868, the company prides itself on helping people plan for their future by protecting what matters most - their families and their achievements.

With 2014 total operating income of ~$70 billion, MetLife is ranked #42 on the Fortune 500 list and #69 on the Forbes Global 2000 list of the world's largest public companies. Globally, the company has ~65,000 employees serving approximately 100 million customers, individuals, and businesses, including 90 of the FORTUNE 100. MetLife is also one of the largest institutional investors in the US with more than $450 billion in managed assets. FORTUNE Magazine's World's Most Admired Company survey recently named MetLife #1 in the Life and Health Insurance industry.

MetLife is an ambitious company with the scale, scope and talent to lead the transformation of the insurance and employee benefits industry, driving world class standards of performance around the globe. Launched in 2012 by MetLife Chairman and CEO, Steven Kandarian, the company's enterprise strategy is based on four cornerstones: Refocus the U.S. Business, Grow Emerging Markets, Build a Global Employee Benefits Business and Drive Towards Customer Centricity and a Global Brand. Concrete actions are well underway in each of these strategic focus areas, including moving to a horizontally-integrated global operating model to help drive greater leverage of technology and operations and the more consistent application of functional priorities across global markets.

As One MetLife, the company has defined common values shared across the enterprise: Put Customers First, Be the Best, Make Things Easier, and Succeed Together. These values guide how employees operate every day and are reflected in the company's commitment to creating a world-class organization which places a high value on motivational leadership, engaged talent, and customer focus. For more information on working at MetLife, please visit MetLife Careers.

LOB / Global Function: The Enterprise Infrastructure & Architecture (EI&A) organization has 5 strategic priorities that support Global Technology & Operations' (GTO) strategy of delivering a differentiated customer experience and improving our operating leverage. These priorities include the following:

- Business Alignment

- Operational Excellence

- Financial Performance & Cost Innovation

- Risk, Safety and Soundness

- Employee Capabilities

DEPARTMENT: Service Management & Control (SM&C)

The intent of Service Management & Control is to drive EI&A's priorities of Business Alignment, Operational Excellence and Financial Performance & Cost Innovation. SM&C was established 3 years ago with the intent of consolidating IT Service Management (ITSM) processes, practices and services under a single organization. At inception, the team performed several functions primarily for the US-based Technology Organization. Over the past 3 years, the team has evolved to take on additional capabilities and scope while concurrently maturing and evolving core processes and functions.

The focus going forward is to drive MetLife Global Technology to a service-focused operating model, whereby IT services are managed as business services rather than technology products and the underlying processes used to operate the "Business of IT" are utilized consistently across the global IT organization. In this model the customer is at the center of everything we do and every decision is made in context of impact to the MetLife business. To achieve this future vision, the current SM&C organization must evolve and mature.

The AVP Service Owner - Hosting will play a key role in achieving this future state and enabling the SM&C organization and EI&A to achieve its goals. By driving excellence with regard to the services we deliver, EI&A will improve customer satisfaction & alignment. Driving consistency and adoption of standard services across the Global IT Organization will also directly impact and drive operational excellence and ultimately financial performance through rationalization & consolidation of technologies. Further it will enable MetLife IT to demonstrate the rigor and controls being demanded of MetLife as a significantly important financial institution (SIFI).

THE ROLE: The AVP Service Owner - Hosting is accountable for managing all Hosting services (Mainframe, Distributed, Cloud) within MetLife. The Service Owner will be responsible for defining the strategy and roadmap for these Services, implementation and operation of the underlying Services, and Service changes. This role is the liaison between Solutions Delivery / Customer and the technical teams (Engineering & Operations) providing the Service. It is responsible for verifying services meet business requirements and agreed service levels/targets. The Service Owner will ensure MetLife Hosting Services are managed as a business by providing a single point of accountability for these Services. The Hosting Service Owner will drive:

  • Improved experience by internal & external customers as clear accountability for hosting

  • Reduced complexity and cost within the MetLife IT environment, through rationalization of products and tools.

  • Competitive pricing for hosting services used by MetLife's businesses by considering all alternatives for providing these services and through regular benchmarking of these services.

  • Improved quality and performance of these services by ensuring consistency and controls across the business processes that underlie the service offerings.

  • End-to-end planning across Global Technology for supporting new or changed services once they are built and transitioned into live Operations.

  • Consistent metrics and governance to measure and continually improve MetLife Hosting Service offerings across the enterprise.

  • Compliance with the full Service Lifecycle: Design Coordination, Service Catalog Management, Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management and Supplier Management.

Key Responsibilities:

  • Engage with Solutions Delivery (Customer) and IT to functionally design and sponsor the implementation of Services that meet business requirements and support the overall business process

  • Work with Engineering, Operations, Product Owners, and Support teams to define the processes for delivery, management and support of the Service

  • Develop overarching strategy and roadmap for hosting across current and future offerings (internal/external cloud, converged, Unix, Wintel distributed infrastructure, mainframe, etc.) and secure buy-in from CTO and CIO's

  • Liaise regularly with executives and senior management both in GTO and the business, providing guidance and addressing issues with a focus on the overall IT strategy.

  • Negotiate Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the Service

  • Identify performance metrics, budget and chargeback for the Service

  • Hold Engineering, Operations, Product Owners, and Support teams accountable for meeting defined SLAs, OLAs and budget and for overall Service Quality

  • Manage the ongoing Service budget including reporting, benchmarking, forecasting and budget planning

  • Serve as key interface for any associated external services or vendors, ensuring adherence to relevant SLAs and costs

  • Act as primary contact for all major Service-related Hosting inquiries and issues

  • Engage with the Solutions Delivery and Product Owner to understand and plan for ongoing Service needs/capabilities and changing business requirements

  • Solicit required data, statistics and reports for analysis and to facilitate effective Service monitoring and performance, and regularly report on Service performance

  • Understand the cost drivers for the Service and work with the appropriate parties to manage costs while maintaining Service levels

  • Engage with technical teams and Product Owner to plan for growth, upgrades/changes to the Service, and maintaining the Service roadmap

  • Seek out and champion Service improvement opportunities, and prioritize and coordinate these Service improvement efforts

  • Ensure continued alignment with other EI&A Services and processes

  • Collaborate with the appropriate ITIL process owners throughout the Service Management lifecycle

Travel Requirements: 10-25%

Job Requirements:

Business Knowledge/Technical Skills:

  • Accomplished change management leader, able to operate effectively in a highly matrix environment.

  • Proven experience in strategy definition, management and governance of Hosting (mainframe, distributed, cloud) within a large, complex, global organization.

  • Strong negotiation, influence and communication skills. Will be routinely required to influence and negotiate with various stakeholders, including SVP / EVPs globally across IT.

  • Ability to lead a large dedicated & virtual team by establishing vision and defining actionable objectives.

  • Outstanding Customer Orientation - ability to understand technology but put customer need and objectives first.

  • Undergraduate degree required, MBA or other advanced degree preferred.

Leadership Competencies

  • Motivates People - Gains people commitment to achieve business objectives through clear communication of the company's vision and flexing leadership styles to inspire high performance.

  • Creates Partnerships - Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.

  • Seizes Opportunity - Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.

  • Focuses on Customers - Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.

  • Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, martial or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

Note to Mobile Users: If viewing on a mobile device and would like to apply, please email the job to yourself and complete the application from a desktop/laptop.

Note to Desktop/Laptop Users: For immediate consideration, click Apply Now button below. You will be directed to complete an on-line profile which takes 10 - 15 minutes to complete. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Zip Code:

27513
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