{"id":3639203,"url":"https://alion.io/job/northwestern-mutual-asst-dir-tech-ops","title":"Asst Dir Tech Ops","company":{"id":690951,"name":"Northwestern Mutual","domain":"northwesternmutual.com","url":"https://alion.io/company/northwesternmutual","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Franklin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":144000,"max":216000,"currency":"USD","period":"year","gross":null,"usd_annual":216000},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-02T21:16:30Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-08T12:41:39Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"About the Job:\nWe are looking for an Asst Dir Tech Ops to Lead the response when critical technology services are disrupted and drive lasting improvements that help prevent future outages. As Assistant Director of Major Incident & Problem Management, you’ll lead enterprise processes, governance, and operational execution to restore services quickly, eliminate systemic root causes, and strengthen service reliability, stability, and customer experience.\nYou’ll serve as the enterprise authority for Major Incident and Problem Management, partnering across technology and business teams and leveraging ServiceNow, operational analytics, and configuration management data to improve operational resilience.\nWhat You'll Do:\nLead enterprise Major Incident Management. Own governance, standards, policies, procedures, and operational readiness to support a consistent, effective response to critical service disruptions.\nDirect major incident response and recovery. Coordinate technical, operational, vendor, and business teams through incident command, bridge management, escalations, and recovery activities to restore critical services quickly.\nGuide executive and stakeholder communications. Deliver clear, timely, and consistent updates during major outages so leaders and business partners understand service impacts and recovery progress.\nStrengthen 24x7 response readiness. Oversee incident response coverage and on-call support models, and lead training, tabletop exercises, and simulations to prepare teams for high-severity events.\nOwn enterprise Problem Management. Establish governance and root cause analysis standards, and ensure major incidents are evaluated for problem record creation and evidence-based investigation.\nDrive systemic issue resolution. Identify and prioritize recurring incidents, technology risks, and service reliability concerns based on business impact, risk, and recurrence trends. Maintain executive visibility into major problems and remediation plans.\nLead and develop service management professionals. Coach Major Incident Managers, Problem Managers, and related team members, establish operational and performance goals, and foster accountability, collaboration, and continuous improvement.\nUse operational insights to improve reliability. Develop and monitor incident, problem, availability, and reliability metrics. Analyze outage and disruption trends to identify systemic weaknesses and improvement opportunities.\nBuild cross-functional partnerships. Collaborate with Infrastructure, Applications, Cloud Operations, Site Reliability Engineering, Cybersecurity, Architecture, Service Desk, Change Management, Asset Management, and Configuration Management teams to strengthen operational resilience.\nOptimize ServiceNow service management capabilities. Serve as the business owner for Incident and Problem Management capabilities, partnering with platform teams to improve workflows, automation, integrations, reporting, and adoption across Incident, Problem, Knowledge, and Service Level Management. Ensure data quality, process integrity, and platform governance.\nWhat You'll Bring to the Role:\nBachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.\nEight or more years of experience in IT Operations, Service Management, Site Reliability Engineering, Infrastructure Operations, or Application Support.\nFive or more years of experience leading Major Incident Management, Problem Management, Site Reliability Engineering, or IT Operations teams.\nStrong knowledge of ITIL Incident and Problem Management practices, ServiceNow ITSM, Change Management, and Availability Management.\nExperience managing high-pressure Priority 1 and Priority 2 outages affecting critical business services.\nStrong crisis leadership and decision-making skills, with the ability to coordinate response efforts under pressure.\nClear executive communication and stakeholder management skills, including the ability to communicate service impacts and recovery progress.\nExpertise in root cause analysis, structured problem-solving, operational governance, and continuous improvement.\nAbility to influence and collaborate across technical, business, and vendor teams.\nServiceNow ITSM certification. (Preferred)\nExperience leading enterprise-scale, 24x7 operational support organizations. (Preferred)\nExperience implementing Problem Management and service reliability practices. (Preferred)\nSkills you have:\nTechnology Reliabilit y- Clarify the reliability, resilience, monitoring, disaster recovery, and continuity outcomes the role owns. \nIncident Management - Align on the leader’s responsibility during high-severity incidents and recovery coordination. \nIT Service Management - Confirm the maturity and scope of ITIL-based service strategy, delivery, and support expectations. \nOperational Excellence - Define expected improvements in operational risk, cost, efficiency, and measurable performance. \nGovernance - Confirm governance forums, decision rights, controls, and cross-functional operating rhythms. \nStrategic Vision & Planning - Align the team’s near-term roadmap with enterprise technology priorities and business demand. \nTalent Development & Planning - Clarify people-leadership expectations, capability building, succession planning, and team development. \n#LI-Hybri d\nCompensation Range:\nPay Range - Start:\n$144,000.00Pay Range - End:\n$216,000.00Geographic Specific Pay Structure:\nStructure 110:\n$158,400.00 USD - $237,600.00 USDStructure 115:\n$165,600.00 USD - $248,400.00 USDWe believe in fairness and transparency. It’s why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you’re living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.\nGrow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!\nNorthwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.","description_format":"text","description_chars":6547,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Wealth Management & Financial Advisors","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-11-02T21:16:30Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":5,"expected_fill_days":18,"reasons":["conf:4","velocity","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":{"stated_usd_annual":216000,"is_top_pay":true},"html_url":"https://alion.io/job/northwestern-mutual-asst-dir-tech-ops","json_url":"https://alion.io/job/northwestern-mutual-asst-dir-tech-ops.json","meta":{"generated_at":"2026-11-08T22:34:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":47125,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":690951},"rest":"https://alion.io/mcp/rest/get_company?id=690951"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnorthwestern-mutual-asst-dir-tech-ops"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnorthwestern-mutual-asst-dir-tech-ops"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnorthwestern-mutual-asst-dir-tech-ops"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/northwestern-mutual-asst-dir-tech-ops\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnorthwestern-mutual-asst-dir-tech-ops"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3639203}},{"tool":"search_jobs","arguments":{"company":"northwesternmutual.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3639203},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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