Director, IT Enterprise Services – DevOps

CSAA Insurance Group, a AAA Insurer

Director of IT Enterprise Services & DevOps at CSAA Insurance Group, overseeing the modernization and operational excellence of IT services including ServiceNow. Leading a high-performing team in a collaborative environment focused on customer experience and scalability.

Posted 6/12/2026full-timeArizona, California, Colorado, Missouri, Texas • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.

Benefits

Comp & perks

total compensation package
annual bonus eligibility for most roles
401(k) with a company match
flexible workplace with remote work options
career growth opportunities with mentoring and development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITSMIT operations strategyIncident ManagementProblem ManagementChange ManagementCMDBCommon Service Data ModelService KPIsServiceNowAgile

Soft Skills

leadershipmentoringtalent developmenteffective communicationstakeholder alignmentteam developmentaccountabilitytransparencycollaborationprioritization