IT Service Manager - Change and Release Management

Unum | Portland, ME

Posted Date 2/20/2019
Description Job Posting End Date: 03/08

Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 33 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses – Unum US, Colonial Life, and Starmount Life – are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.

Headquartered in Chattanooga, Tennessee, Unum has significant US operations in Portland, Maine, Worcester, Massachusetts, and Glendale, California with over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US.

General Summary:

The IT Service Manager position is independently responsible for ensuring the day-to-day service supplied by internal Unum Group IT functions and external 3rd party suppliers operates to the expectation of the published services.

The individual will possess critical technical knowledge of overall ITIL processes including but not limited to: Change, Incident, Release and Problem Management.

This role will provide technical expertise, run small to medium projects and consults with other technical and business applications’ personnel to acquire or provide technical direction.

The role will, in coordination with the Service Delivery Director, act as a liaison between the business and agreed IT functions for the successful delivery of service and change.

This position can plan, prioritize and work independently though the subject with the broad direction of a technical manager and/or mentor.

Principal Duties and Responsibilities

  • Works with projects, the business and internal/external IT service providers to understand Service Level Agreements (SLAs) and Operational Support models when new services are delivered or reviewed.
  • Coordinates with service providers for Operational Readiness when operational changes associated with services are required.
  • Evaluates and reviews service performance and technical information provided by the service suppliers.
  • Provides support to Associate ITSM as needed.
  • Has the skills and ability to assess service health and bring together relevant parties to resolve service impediments impacting service performance.
  • Provides meaningful reporting as agreed with the business to track service delivery and identify areas for improvement.
  • Runs or coordinates planning and prioritization activities with their team, the business, PMO, and internal/external IT service providers.
  • Has responsibility for the smooth implementation of change into the production environment by delivering multiple ITIL disciplines and helping ensure they are followed.
  • Works closely with other enterprise service delivery areas; has responsibility for several processes in managing any priority incidents, including communication to the business, facilitating root cause analysis and resolution.
  • Ensures a cohesive, high quality service is seen by the business by working closely with other IT teams across the enterprise to ensure service.
  • Works with IT teams as required to plan and run small to medium projects.


  • Bachelors degree, or equivalent relevant work experience
  • 2+ years of experience in an IT application support or service delivery role with emphasis and working knowledge and experience in the effective support of IT applications.
  • Experience using Service Now or equivalent ticket management tools .
  • Experience with Incident/Service Request/Problem/Change/Configuration management.
  • Working experience and knowledge of end-to-end IT software and systems solution delivery from idea conception, design, development and transition into production operations and maintenance.
  • Knowledge of ITIL Framework, preferred.
  • Strong verbal and written communication skills with ability to effectively communicate with peers and executive leadership.
  • Demonstrates strong analytical and problem-solving skills
  • Understands service delivery when the service is constructed of multiple sub-services provided by multiple suppliers. e.g. Cloud (public, private, & hybrid)
  • Understands Agile/Lean leadership principles
  • Leadership skills that align with the Unum's culture. Specific skills include facilitating change, driving operational excellence, and striving for continuous improvement.


Unum and its family of businesses offer world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

Geographic Region
Greater Portland/Casco Bay
Insurance | Management

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