ITSM Manager
James Search Group, New York, NY, United States
Overview
A leading global property & casualty insurance organization is seeking an experienced IT Service Management (ITSM) Manager to lead and evolve its enterprise service management capabilities. This role will own the ServiceNow platform strategy and roadmap, driving the maturity, scalability, and effectiveness of ITSM processes across the organization. Blending technical expertise with leadership, this individual will play a key role in enhancing service delivery, improving user experience, and enabling a more automated, data-driven IT environment.
Key Responsibilities
Lead the design, implementation, and continuous improvement of ITSM processes (Incident, Problem, Change, Request, and Configuration Management) within ServiceNow
Own the ServiceNow platform, including roadmap development, enhancements, integrations, and overall governance
Manage and develop a team of ITSM and ServiceNow professionals, along with third-party partners
Enhance end-user experience by expanding self-service capabilities and multi-channel access (e.g., portal, MS Teams, email, phone)
Drive automation and integration between ServiceNow and enterprise systems such as Workday, Intune, and monitoring tools
Partner with business and technology stakeholders to gather requirements, increase adoption, and deliver continuous improvements
Develop dashboards, KPIs, and reporting to track service performance and operational effectiveness
Ensure alignment with regulatory, audit, and security requirements through robust processes and documentation
Qualifications
Bachelor’s degree in Information Systems, Computer Science, or related field (or equivalent experience)
Proven experience leading ServiceNow in an enterprise environment (platform ownership, ITSM leadership, or lead administration)
Strong working knowledge of ITSM modules and CMDB, with the ability to guide both technical and process decisions
Solid understanding of ITIL frameworks and service management best practices
Demonstrated experience managing teams and/or external vendors
Excellent stakeholder management, communication, and leadership skills
Preferred
ITIL v4 certification
ServiceNow certifications (e.g., System Administrator, Implementation Specialist, Application Developer)
Experience within global or complex enterprise environments
Familiarity with cloud platforms, infrastructure, and enterprise system integrations
Our client is an equal opportunities employer and welcomes applications from all qualified individuals.
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A leading global property & casualty insurance organization is seeking an experienced IT Service Management (ITSM) Manager to lead and evolve its enterprise service management capabilities. This role will own the ServiceNow platform strategy and roadmap, driving the maturity, scalability, and effectiveness of ITSM processes across the organization. Blending technical expertise with leadership, this individual will play a key role in enhancing service delivery, improving user experience, and enabling a more automated, data-driven IT environment.
Key Responsibilities
Lead the design, implementation, and continuous improvement of ITSM processes (Incident, Problem, Change, Request, and Configuration Management) within ServiceNow
Own the ServiceNow platform, including roadmap development, enhancements, integrations, and overall governance
Manage and develop a team of ITSM and ServiceNow professionals, along with third-party partners
Enhance end-user experience by expanding self-service capabilities and multi-channel access (e.g., portal, MS Teams, email, phone)
Drive automation and integration between ServiceNow and enterprise systems such as Workday, Intune, and monitoring tools
Partner with business and technology stakeholders to gather requirements, increase adoption, and deliver continuous improvements
Develop dashboards, KPIs, and reporting to track service performance and operational effectiveness
Ensure alignment with regulatory, audit, and security requirements through robust processes and documentation
Qualifications
Bachelor’s degree in Information Systems, Computer Science, or related field (or equivalent experience)
Proven experience leading ServiceNow in an enterprise environment (platform ownership, ITSM leadership, or lead administration)
Strong working knowledge of ITSM modules and CMDB, with the ability to guide both technical and process decisions
Solid understanding of ITIL frameworks and service management best practices
Demonstrated experience managing teams and/or external vendors
Excellent stakeholder management, communication, and leadership skills
Preferred
ITIL v4 certification
ServiceNow certifications (e.g., System Administrator, Implementation Specialist, Application Developer)
Experience within global or complex enterprise environments
Familiarity with cloud platforms, infrastructure, and enterprise system integrations
Our client is an equal opportunities employer and welcomes applications from all qualified individuals.
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