Manager, ITSM Innovation

Overview

Base pay range: $/yr - $/yr. This range is provided by Liberty Mutual Insurance. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

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.

Liberty Mutual is creating the Service Management experience of the future and seeks a leader excited about shifting the ITSM/ITIL paradigm to incorporate Gen AI and automation technologies. The role aims to build a seamless experience in Incident, Change, Problem, and Tech Resiliency while maintaining control and managerial visibility. The goal is a fully documented change process, outage management, root-cause analysis, and increased system resiliency integrated with daily responsibilities.

This position will manage the transformation of the Service Management organization, overseeing strategic planning and resource allocation, driving automation and modernization initiatives to enhance ITSM delivery. The 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 with Service Management Modernization program leads to ensure improvements are documented, prioritized, and completed in line with program expectations.

• Lead modernization efforts for ITSM processes through Gen AI and advanced automation technologies to enhance user experience and 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 program management to provide measurements of modernization and improvement, achieving milestones on time and within budget.
• Refine and/or create a metrics portfolio demonstrating success across the organization.
• Oversee development and implementation of 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.
• Ensure continuous process improvement, leveraging 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 deliver value.
• Communicate complex technical 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 a technical or business discipline or related experience.
• Minimum of 8 years related experience in IT operations, service management, and/or digital transformation.
• Experience leading ITSM modernization initiatives, preferably with 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 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.
• Strong written and verbal communication skills; able to 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.

The typical starting salary range for this role is determined by factors including skills, experience, education, certifications and location. The full salary range reflects the competitive labor market value for these positions nationally and provides opportunities for growth with the role. Some roles may include additional compensation such as commissions and/or bonuses as defined in the role’s compensation plan.

Liberty Mutual is an equal opportunity employer. We value diversity and inclusion and provide benefits and continuous learning opportunities to support employees’ professional and personal growth.

Fair Chance Notices:

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco