[Hiring] Director, IT Enterprise Services & DevOps @CSAA Insurance Group, a AAA Insurer

Role Description

This senior leadership role drives the modernization, scalability, and operational maturity of enterprise-wide IT support and service management capabilities, with a strong emphasis on the ServiceNow platform. As a trusted strategic partner to Technology and Business leaders, the Director leads the transformation of legacy operational functions into resilient, customer-focused enterprise services that protect business continuity and meaningfully improve user experience across the organization.

The role centers on defining and owning the enterprise ITSM strategy to deliver high availability, strong security controls, and operational excellence. By positioning ITSM as a core enablement layer, the Director accelerates adoption of SaaS-based workflows and intelligent automation for internal IT customers. In addition to platform and process leadership, this role connects Help Desk operations, infrastructure observability, and foundational service management practices—including Incident, Problem, Change, and Configuration Management—into a cohesive operating model. Within a highly regulated P&C Insurance environment, the Director champions standardization, audit readiness, scalability, and consistently high-quality outcomes.

Your Work

• Practice Leadership & Strategy
  • Operations Strategy: Own and evolve the enterprise ITSM and IT operations strategy, defining the operating model, governance framework, and accountability mechanisms required for resilient, high-performing service delivery.
  • Process Governance: Lead Incident, Problem, and Change Management disciplines, strengthening compliance, risk management, and operational stability while supporting business agility.
  • CMDB Management: Establish and govern the CMDB capability, maturing the Common Service Data Model (CSDM) to ensure a trusted, actionable system of record.
  • Performance Metrics: Define, monitor, and continuously improve service KPIs and operational health indicators to drive transparency, accountability, and measurable improvements in service quality and customer experience.
  • Financial Stewardship: Manage the assigned IT budget and third-party partner relationships, ensuring responsible spend, vendor accountability, and clear value realization.
  • Strategic Liaison: Partner closely with IT leaders, business stakeholders, and the PMO to align service delivery priorities with enterprise strategies and outcomes.
• Strategic Delivery & Roadmap Management
  • Platform Evolution: Lead complex, high-impact initiatives, including major ServiceNow platform upgrades and capability expansions.
  • Debt Reduction: Drive consolidation and retirement of legacy tools and processes through migration to the ServiceNow Catalog and standardized workflows.
  • Automation & Security: Oversee adoption of ServiceNow DevOps Change Velocity and Application Vulnerability Response to enable risk-based change governance, faster delivery, and improved security posture.
• Team & Stakeholder Management
  • Resource Planning: Lead and develop a diverse, high-performing team of Scrum Engineers and practice leads across ITSM, SRE, and DevOps disciplines.
  • Ideation & Intake: Serve as the primary intake point for new enterprise initiatives, facilitating prioritization, stakeholder alignment, and shared ownership of outcomes.
  • Portfolio Planning: Build and oversee the 2026 Portfolio Plan, aligning investments and capacity with the broader Core Insurance Solutions strategy.

Qualifications

• 15+ years leading engineering, operations, and/or service management teams within a large-scale enterprise environment; experience in financial services or insurance is strongly preferred.
• Deep hands-on and strategic expertise with the ServiceNow ecosystem, including ITSM, ITOM, CMDB, and Strategic Portfolio Management (SPM).
• Demonstrated success implementing Demand, Resource, and Capacity Management within hybrid Agile or scaled Agile delivery models.
• Proven experience supporting IT audits, regulatory requirements, and control frameworks, particularly related to Change Management.
• Strong people leadership skills, including mentoring, talent development, and effective communication across technical and non-technical audiences.

Requirements

• Creates a collaborative, inclusive and psychologically safe environment, demonstrating authenticity and fostering trust to inspire and empower team members and colleagues.
• Actively shapes our company culture through words and actions (e.g., sponsoring an employee resource group, mentoring employees, volunteering, joining cross-functional committee/team, encouraging team member involvement in these activities).
• Models our Core Beliefs and champions our cultural norms (e.g., willing to have cameras when it matters: interviewing candidates, building relationships with team members, etc.).
• Delivers our strategy through an enterprise lens, staying informed of key enterprise initiatives, industry trends, and business results.
• Demonstrates a company ownership mindset, thinking beyond boundaries of their own area.
• Travels as needed for role, including enterprise meetings, divisional/team meetings, representing the company at industry events, and other in-person meetings.

Benefits

• We offer a total compensation package, annual bonus eligibility for most roles, 401(k) with a company match, and so much more!
• We believe in growth for everyone. Here at CSAA IG, leaders and mentors partner with employees to align interests, unlock development opportunities, and support long-term success.
• We embrace a remote-first culture through our Flexible Workplace. Most employees hold Home-Flex roles, working primarily from home, often with the flexibility to work from various locations including CSAA offices.
• An inclusive and welcoming workplace is the cornerstone of our success. By fostering an environment where people feel valued and heard, we deepen our ability to understand and meet the unique needs of our members.
• As climate change leads to more frequent and severe weather events, we are taking bold action to build more resilient communities and reduce our environmental impact.