ITSM Service Reliability Lead

Key aspects of the role:

Drive sales growth by engaging with interested prospective customers- all while working remote
No cold calling— Connect through inbound calls and proactive outbound calls with active insurance shoppers
Enjoy competitive compensation with a base salary + uncapped commissions
Sell reputable products from Allstate and our family of brands

Role overview

National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers.

Job Description

The ITSM Service Reliability Lead will be responsible for defining, implementing, and continuously improving IT Service Management practices, with a strong focus on Change and Problem Management. This role requires strategic thinking, technical expertise, and process management skills, along with the ability to communicate effectively across a global enterprise.

The ITSM Service Reliability Lead will oversee change control processes, ensuring that all modifications to IT systems are properly assessed, tested, and documented to minimize risk. They will also take ownership of Problem Management, driving root cause analysis initiatives and permanent resolutions to recurring IT issues. In addition, this role may facilitate the Architecture Review Board (ARB), helping the Sr. Leadership team ensure that technology decisions align with enterprise architecture standards and strategic business objectives.

Working closely with the ITSM management team, the ITSM Service Reliability Lead will leverage ITIL best practices to optimize service quality, cost, and efficiency. An ideal candidates will have experience leading Change Control/Acceptance Board (CCB/CAB) meetings, managing IT service disruptions, and excellent facilitation skills. Strong deductive reasoning, attention to detail, and a relentless commitment to service reliability are essential for success in this role.

Key Responsibilities:

Ensure change requests are complete, in compliance, thoroughly documented, and tested.
Collaborate with various teams to ensure smooth implementation of changes.
Organize and facilitate weekly Change Acceptance Board meetings.
Hold change requesters accountable for the quality and completeness of their submissions.
Lead problem review meetings toward assessing impact, identifying improvements, assigning/validating ownership, strengthening collaboration, confirming root causes, and marshaling proper closure of problems.
Facilitate training sessions to support new approaches or new employees
Maintain and update Change Management & Problem Management documentation.
Leverage data to identify change and problem trends for leadership analysis
Drive continuous improvement based on identified trends
Help design frameworks and methods to manage change and problem management
Perform other ITIL oriented duties as determined by leadership

Essential Skills/Experience:

5+ years of experience, in any combination, with IT Change Management and Problem Management
Must be comfortable holding people accountable at all levels of the organization as they do their part to improve quality.
Experience with using ServiceNow or Neurons ITSM Change/Problem Tools
Strong organizational and communication skills; must be comfortable working with C-level personnel
The leadership required to drive task delivery toward problem management root cause analysis and remediation
Strong facilitation skills
Process driven and detail-oriented
Ability to manage multiple tasks and priorities effectively.
Problem-solving and analytical skills.
ITIL certification (V3 Foundations or higher)
Creative and strategic thinker, able to see the big picture, come up with ways the team can contribute, and communicate both the strategy and how the team’s work is helping meet that
Strong technical acumen with an above average foundation in MS excel

Desirable Skills/Experience:

Experience with Neurons Change Management Tools
Experience in BI reporting tools like Power BI or Excel Services
Proficiency in using SharePoint for documentation and collaboration.
Project Management experience and training
4 year bachelor's degree preferred

Supervisory Responsibilities:

• This job does not have supervisory duties.

#LL-JJ1

Compensation

National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

Companies & Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

Benefits

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas. In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

Keys to Success

At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.

We look for candidates with these skills to help us achieve that goal:

Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things

Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design

Digital literacy
Discover and apply emerging digital technology tools, data and insights.

Results-oriented
Start with measurable outcomes and drive results with speed

Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation

Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.

Working in Sales

What We Do:
As an expert on our products and services, you can give customers personalized attention and innovative solutions to make their lives easier.

How We Support You:
Starting day one, you’ll have access to resources and incentives to keep you feeling challenged and excited about your careers.

Make An Impact:
As a member of our sales team, you’ll bring a sense of ease and support to customers looking for a better understanding of their protection options. Whether in the field or talking to customers over the phone, you’ll continue to build trust in who we are and what we do.

Working together

You’re in Good Hands® is more than a promise we make to our customers. It’s a promise we make to our employees, too.

We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and focus on individuality means everyone is seen, heard and respected.

When you join us, you’ll have the opportunity to push your skills to the next level with access to development programs to support your career aspirations – whatever that means for you. Because as you learn and grow, so do we.

Working here also means getting the chance to make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world can be even greater when we work together.

Role overview

National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers.

Job Description

The ITSM Service Reliability Lead will be responsible for defining, implementing, and continuously improving IT Service Management practices, with a strong focus on Change and Problem Management. This role requires strategic thinking, technical expertise, and process management skills, along with the ability to communicate effectively across a global enterprise.

The ITSM Service Reliability Lead will oversee change control processes, ensuring that all modifications to IT systems are properly assessed, tested, and documented to minimize risk. They will also take ownership of Problem Management, driving root cause analysis initiatives and permanent resolutions to recurring IT issues. In addition, this role may facilitate the Architecture Review Board (ARB), helping the Sr. Leadership team ensure that technology decisions align with enterprise architecture standards and strategic business objectives.

Working closely with the ITSM management team, the ITSM Service Reliability Lead will leverage ITIL best practices to optimize service quality, cost, and efficiency. An ideal candidates will have experience leading Change Control/Acceptance Board (CCB/CAB) meetings, managing IT service disruptions, and excellent facilitation skills. Strong deductive reasoning, attention to detail, and a relentless commitment to service reliability are essential for success in this role.

Key Responsibilities:

Ensure change requests are complete, in compliance, thoroughly documented, and tested.
Collaborate with various teams to ensure smooth implementation of changes.
Organize and facilitate weekly Change Acceptance Board meetings.
Hold change requesters accountable for the quality and completeness of their submissions.
Lead problem review meetings toward assessing impact, identifying improvements, assigning/validating ownership, strengthening collaboration, confirming root causes, and marshaling proper closure of problems.
Facilitate training sessions to support new approaches or new employees
Maintain and update Change Management & Problem Management documentation.
Leverage data to identify change and problem trends for leadership analysis
Drive continuous improvement based on identified trends
Help design frameworks and methods to manage change and problem management
Perform other ITIL oriented duties as determined by leadership

Essential Skills/Experience:

5+ years of experience, in any combination, with IT Change Management and Problem Management
Must be comfortable holding people accountable at all levels of the organization as they do their part to improve quality.
Experience with using ServiceNow or Neurons ITSM Change/Problem Tools
Strong organizational and communication skills; must be comfortable working with C-level personnel
The leadership required to drive task delivery toward problem management root cause analysis and remediation
Strong facilitation skills
Process driven and detail-oriented
Ability to manage multiple tasks and priorities effectively.
Problem-solving and analytical skills.
ITIL certification (V3 Foundations or higher)
Creative and strategic thinker, able to see the big picture, come up with ways the team can contribute, and communicate both the strategy and how the team’s work is helping meet that
Strong technical acumen with an above average foundation in MS excel

Desirable Skills/Experience:

Experience with Neurons Change Management Tools
Experience in BI reporting tools like Power BI or Excel Services
Proficiency in using SharePoint for documentation and collaboration.
Project Management experience and training
4 year bachelor's degree preferred