Manager, ITSM Innovation
- Lead modernization efforts for ITSM processes through the deployment and integration of Gen AI and advanced automation technologies, focusing on enhanced user experience, to drive Service Management of the future.
- Hire, manage, coach, and develop team members, building skills in AI-driven service management and transformation best practices.
- Define individual and team objectives aligned to modernization goals; assess performance and make compensation recommendations.
- Collaborate with IT, business stakeholders, vendors, and clients to identify and prioritize opportunities for AI-driven service improvements.
- Partner with overall program management to provide tangible measurements of modernization and improvement, achieving major milestones on time and within budget.
- Refine and/or create metrics portfolio demonstrating success across all levels of the organization.
- Oversee the development and implementation of robust ITIL and ITSM processes enhanced by Gen AI, ensuring service delivery meets business and SLA requirements.
- Champion change management initiatives to drive adoption of AI-enabled tools and processes across the organization.
- Ensure continuous process improvement activities, proactively identifying ways to leverage Gen AI to improve service effectiveness, user experience, and operational efficiency.
- Develop and manage operating and financial plans for the unit, ensuring investments in Gen AI technologies are aligned with business strategy and deliver measurable value.
- Communicate complex technical and transformation concepts to diverse audiences, including senior management.
- Stay abreast of industry trends in AI, automation, and ITSM; evaluate emerging technologies for potential impact and fit within Liberty Mutual.
- Perform related tasks as assigned or requested
- Bachelors or master’s degree in technical or business discipline or related experience.
- Minimum of 8 years related experience in IT operations, service management, and/or digital transformation.
- Demonstrated experience leading ITSM modernization initiatives, preferably with exposure to Gen AI platforms and automation technologies (e.g., AI-powered virtual agents, intelligent workflow automation, predictive analytics).
- Proven ability to lead teams through change, inspire innovation, and manage the adoption of new technologies.
- Extensive knowledge of IT operations, ITIL/ITSM frameworks, and service delivery best practices.
- Excellent judgment, organizational, and managerial skills, with the ability to prioritize multiple initiatives.
- Superior written and verbal communication skills; able to confidently present to senior management and influence stakeholders.
- Strong client focus and ownership; proactive in seeking solutions and opportunities for improvement.
- Ability to collaborate effectively across IT, business, and vendor partners.
- Strong analytical and troubleshooting skills, with a passion for leveraging metrics to drive continuous improvement.
- California
- Los Angeles Incorporated
- Los Angeles Unincorporated
- Philadelphia
- San Francisco
Recommended Jobs
Engagement Scheduling Team Lead
Description gTANGIBLE Corporation (gTC), www.gtangible.com, is a C corporation and a registered Government contractor that provides services and solutions in: ~National Security Programs ~Profe…
Data Engineer III
Verisign helps enable the security, stability, and resiliency of the internet. We are a trusted provider of internet infrastructure services for the networked world and deliver unmatched performance …
Chick-fil-A Staunton Part Time Team Member
Job Description Job Description Benefits: ~401(k) ~401(k) matching ~ Company parties ~ Competitive salary ~ Dental insurance ~ Employee discounts ~ Flexible schedule ~ Free food & …
Home Renovation Siding Install Crew
Job Description Job Description We are currently seeking an experienced siding installation crew. We are one of the fastest growing home improvement companies in the US. Our reputation is EXTR…
Busser
Opus 9 Steakhouse - Busser Are you enthusiastic about the hustle of fine dining? Do you thrive in a dynamic environment where quality and service are top priorities? Join Opus 9 Steakhouse as a B…
Explore Scenic Salem as a Travel Nurse!
Registered Nurse - Medical Surgical - Travel - (MS RN) Embark on a rewarding travel nursing journey in Salem, VA, where you'll join an elite MS unit within a 500-bed teaching facility. This role requ…
Medical Assistant
Job Description Job Description Podiatric Office currently has full-time opportunities for Medical Assistant to join its dynamic clinical team in the Northern VA area. The candidate will assis…
Veterinarian
Rutland Animal Hospital , a GP Small Animal hospital located in Mechanicsville, Virginia (Greater Richmond area) , is seeking a Veterinarian to join our team. We are looking for a confident…
Web Developer
We are seeking a Web Developer who specializes in WordPress to lead the ground-up development and long-term support of a WordPress-based website. The platform will serve as a centra…
Maintenance/Carptr Specialist - Carilion Roanoke Memorial Hospital
How You’ll Help Transform Healthcare: Experienced Carpenter / Locksmith. Maintains, services, troubleshoots, analyzes/evaluates, repairs, and installs / constructs wooden structures, sheet metal…