Head of AI-Driven ITSM Transformation

Liberty Mutual Insurance; Portsmouth (VA); Hybrid; USD 134,000 - 254,000; Full time

Benefits offered by this job

Diversity and inclusion benefits

Continuous learning opportunities

Job summary

A major insurance provider in Virginia is seeking a leader to manage the transformation of its Service Management organization. This role includes overseeing modernization initiatives using Gen AI and automation. Candidates should have at least 8 years of relevant experience and a strong background in IT operations and service management. The position offers a hybrid work model and competitive salary based on skills and experience.

Qualifications

• Minimum of 8 years related experience in IT operations, service management, and/or digital transformation.
• Experience leading ITSM modernization initiatives.
• Strong client focus and ownership.

Responsibilities

• Lead modernization efforts for ITSM processes through Gen AI and advanced automation technologies.
• Hire, manage, coach, and develop team members.
• Collaborate with IT and business stakeholders to identify service improvement opportunities.

Skills

AI-driven service management

ITIL/ITSM frameworks

Change leadership

Excellent communication skills

Analytical skills

Education

Bachelor's or master’s degree in a technical or business discipline

Tools

Gen AI platforms

AI-powered virtual agents

Predictive analytics

Job description

A major insurance provider in Virginia is seeking a leader to manage the transformation of its Service Management organization. This role includes overseeing modernization initiatives using Gen AI and automation. Candidates should have at least 8 years of relevant experience and a strong background in IT operations and service management. The position offers a hybrid work model and competitive salary based on skills and experience.