Apply Now    
Job ID :
Location :
Jacksonville, FL US
Level :
Job Category :
Information Technology
Description :

Where good people build rewarding careers.

Think that working in the insurance field can’t be exciting, rewarding and challenging? Think again. You’ll help us reinvent protection and retirement to improve customers’ lives. We’ll help you make an impact with our training and mentoring offerings. Here, you’ll have the opportunity to expand and apply your skills in ways you never thought possible. And you’ll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.

Job Description

Job Family Summary

The Role of IT Management is to lead the IT organization by: fostering the development of a common vision; providing clear direction and priorities; clarifying roles and responsibilities; recognizing and removing barriers to progress; encouraging and empowering others to achieve; creating enthusiasm and a desire to excel; accurately assessing the strengths and development needs of team members; giving timely, specific feedback and coaching; providing challenging assignments and opportunities.

A Manager is responsible for providing leadership to the organization by growing him/herself, growing others and growing the business.


Job Summary


The IT Service Manager plans, directs, designs, and executes IT-related activities and programs that are of a complex and critical nature. They are responsible for designing, implementing, and on-going improvement of their domain function’s operating model, policies, procedures, and tools in order to produce the expected quality result at the appropriate unit cost.  Additionally, they work with senior leaders to establish budgets, product priorities and team capacity plans.  The IT Service Manager selects, leads, counsels, motivates, sets expectations and evaluates medium to large teams. Additionally, they confer with and advise direct reports on administrative policies and procedures, risks, issues, problem resolution, sourcing decisions, budget and priorities.  This person also assists in defining, implementing and prioritizing IT policies, procedures, and best practices. The IT Service Manager impacts team and business results.

Job Description

Key Responsibilities

AB IT Service Management, Functional Management
• Establish required Allstate benefits’ ITSM capabilities and partner with Allstate parent company to appropriately link and support broader Allstate ITSM needs
• Identifying, documenting, tracking, reporting, and escalation of incidents that result in IT service outages
• Coordinates with the leadership to meet service levels defined for the IT Services so that the team is able to meet its established Service Level Agreements
• Identify, implement and monitor required best in class monitoring tools, establish the appropriate response(s) to those events through processes and procedures to create an effective and efficient event management team
• Define, implement, and lead AB IT Change Management processes and tools
• Define, Implement, and lead AB IT Availability Management processes and tools
• Define, implement, and lead AB IT Implementation and Deployment processes and tools
• Direct involvement in supporting senior leader’s responsibilities and deliverables
• Ensure compliance to process and procedures

People Management
• Builds long-term relationships within team and amongst peers by creating an environment of safety and innovation
o Champions open and honest communication
o Respects confidentiality
o Leads by example with integrity
o Welcomes new ideas, learns from successes and failures
• Models and creates an environment of accountability for direct reports and peers
o Establishes vision, direction, and specific objectives for team efforts; allows freedom to accomplish objectives
o Sets (vs collects) staff performance data against desired outcomes and service level agreements
• Executes HR-related processes and develops staff through coaching and mentoring and providing specific, timely, open, honest, and constructive performance feedback
• Leads employees and influences peers through change by using one’s self as an example


Job Qualifications

Education – Bachelor's degree or equivalent work experience; Minimum of ITIL Intermediate Certification preferred



• Minimum 5 years management experience in IT Service Management in a collaborative team environment
• Proven experience driving organizational change
• Foundational understanding of IT Service Management concepts have practical experience designing and implementing ITIL processes
• Expert in effective management of multiple, complex, concurrent projects
• Demonstrated capability for problem solving, decision making, sound judgment, assertiveness
• Ability to develop a strategy and articulate to stakeholders for agreement 
• Excellent communication skills

Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

For jobs in San Francisco, please see the notice regarding the San Francisco Fair Chance Ordinance.

For jobs in Los Angeles, please seethe notice regarding the Los Angeles Ordinance.

It is the policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.


Apply Now