Pacific Life · 1 month ago
Senior ITSM Process Owner
Charlotte - NC
Full-time
Onsite
Senior Level, Lead/Staff
$122K/yr - $149K/yr
8+ years expPacific Life is a leading insurance company focused on providing for loved ones and planning rewarding retirements. The Senior ITSM Process Owner will lead and mature global Incident, Problem, and Change Management processes to ensure the reliability of critical IT services while collaborating with technology and business leaders to drive process improvement and operational excellence.
FinanceFinancial ServicesInsurance
Responsibilities
Define, mature, and own global ITSM processes (Incident, Problem, Change) ensuring alignment with ITIL best practices that are right-sized to Pacific Life
Oversee the enterprise Change Management process
Chair the weekly Change Advisory Board (CAB), reviewing changes for risk, conflicts, and business impact
Drive adoption of risk-based change practices to reduce failed changes, minimize disruption, and align with audit and compliance requirements
Oversee and lead high-impact incidents, ensuring rapid restoration of service and clear communication with executives and stakeholders pre- and post-Incident
Lead and oversee root cause analysis (RCA) for recurring and high-impact issues
Ensure remediation actions are assigned, tracked, and completed by owning teams
Use trend analysis to proactively identify systemic weaknesses and work with technology teams to reduce incident recurrence and improve service resiliency
Define KPIs/SLAs, deliver executive dashboards, and provide actionable insights to reduce risk and improve reliability
Identify and implement process simplification, automation, and other enhancements to improve maturity, efficiency, and effectiveness
Direct the team in tactical execution while mentoring and training IT staff across the enterprise
Qualification
Required
8+ years of ITSM experience in large, global organizations
Expertise in Incident, Problem, and Change Management
Strong ServiceNow knowledge and ability to drive process automation
Proven major incident leadership and executive communications skills
Strong analytical, reporting, and stakeholder management capabilities
Preferred
ITIL v3 or ITIL 4 certification
Experience managing global/offshore delivery models
Benefits
Prioritization of your health and well-being including Medical, Dental, Vision, and a Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
Generous paid time off options including Paid Time Off, Holiday Schedules, and Financial Planning Time Off
Paid Parental Leave as well as an Adoption Assistance Program
Competitive 401k savings plan with company match and an additional contribution regardless of participation
Company
Pacific Life
Pacific Life Insurance is an insurance company that provides life insurance products, annuities, and mutual funds.
1001-5000 employees
H1B Sponsorship
Pacific Life has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (14)
2024 (9)
2023 (16)
2022 (19)
2021 (14)
2020 (17)
Funding
Current Stage
Late StageTotal Funding
$1.44B2025-09-03Debt Financing· $750M
2025-06-18Debt Financing· $688.57M
Leadership Team
Howard Hirakawa
Senior Vice President and Fund Advisor Operations
Joe Krum
Senior Vice President & Managing Director, Global Institutional Investment Group
Recent News
Private Capital Journal
2025-12-05
2025-11-22
Company data provided by crunchbase