Manager, IT Service Management
The Manager, IT Service Management is responsible for employee and process oversight of documentation, communication, and facilitation of training for CTS Service Management processes and procedures.
What Will You Do?
• Manage the IT Service Management team responsibilities including but not limited to, workload assignments, schedules, career development, performance reviews, quality assurance, and
disciplinary actions.
• Highly collaborative position in a diverse engagement environment including employees, agents, peer to peer and vendor.
• Oversee the IT Service Management department responsibilities including but not limited to:
o ITSM process development.
o Knowledge management.
o Escalation/change communication.
o Development and implementation of training.
o Audit and compliance.
o Performance metrics tracking and reporting.
o Quality Assurance monitoring and reviews
o ITSM liaison with Service Management applications including Navigator and in the
future ServiceNow.
Required Skills:
• Bachelor’s degree in an IT related program or comparable work experience.
• 10 years or more of experience in an information technology or customer service support field.
• Supervisory/management experience in a highly demanding customer service environment.
• Proven verbose communication in all forms.
Preferred Skills
• Additional qualifications:
• ITIL Foundation Certification V4 preferred but will accept V3.
• ITSM process certifications
• ServiceNow ITSM lifecycle management
• Ability to manage and execute projects through a formal project management process
Salary for this position can range from $91357.50 for candidates who are minimally qualified through $137046.00 for more highly qualified candidates. Candidates outside of the range are encouraged to apply, and will be considered based on experience, skill and education.
American National offers eligible employees and their families medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan. Employees also receive annually a bank of paid time off and paid holidays. We aspire to see people for what they bring to our corporate culture by supporting an inclusive work environment, including an emphasis on a healthy work-life balance, development opportunities, and a casual dress code.
American National is an established, stable, and successful multi-line insurance corporation that has provided financial strength and a sense of security to employees, customers and business partners since 1905. With focus on our organization’s values and cultural richness: Financial Strength, Integrity, Respect, Service and Teamwork (FIRST) and Agility, Collaboration, and Engagement (ACE) we continue to pursue our vision to be a leading provider of financial products and services for current and future generations.
Hiring Practices
The preceding job posting was designed to indicate the general nature and level of work performed by employees assigned to this position. It is not intended to be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t align perfectly with the job qualifications, we still encourage you to apply. You may be just the right candidate for this position or other opportunities at American National.
American National’s recruitment policies help us place individuals in a timely and efficient manner. Only the most qualified candidates will be contacted by our recruiting team. Candidates may check the status of their application(s) by logging into our Career Portal. Learn more about our company, by following us on social media: LinkedIn, Facebook, Instagram
American National is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information or any other legally protected categories. American National is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
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“If you believe you can make a difference in the lives of our clients, if you’re willing to work hard, if you want a fulfilling career, and if your values match ours, then I want you to work for American National. ” – James Pozzi, Former President and CEO.