Manager, ITSM Innovation

Description

This position is location specific and will offer a hybrid work model out of the following locations:

Boston, MA

Portsmouth, NH

Plano, TX

Indianapolis, IN

Columbus, OH

 

We deliver our customers peace of mind every day by helping them protect what they value most. Our passion for placing the customer at the center of everything we do is driving a transformational shift at Liberty Mutual. Operating as a tech startup within a Fortune 100 company, we are leading a digital disruption that will redefine how people experience insurance.

 

Job summary:

Liberty Mutual is creating the Service Management experience of the future and we are seeking a leader who is excited about shifting the ITSM/ITIL paradigm to incorporate the latest Gen AI and automation technologies. We want to build a seamless experience in Incident, Change, Problem, and Tech Resiliency without sacrificing the requisite control and managerial visibility these processes create. We envision a future where our technologists can deploy a fully documented change, work through outages, identify root causes, and increase system resiliency in an approachable and lightweight manner that integrates with their daily responsibilities.

 

This position will manage the transformation of our Service Management organization to achieve that goal, overseeing strategic planning and resource allocation, driving transformation initiatives to automate, streamline, and enhance ITSM delivery. This role will champion the adoption of artificial intelligence and advanced automation in service operations to improve efficiency, user experience, and business outcomes. The manager will partner closely with Service Management Modernization program leads to ensure improvements are documented, prioritized, and completed in accordance with program expectations.

 

Responsibilities:

• 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

Qualifications

• 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 influ