IT Service Management (ITSM) Manager
Location: Hybrid – Manhattan, New York
Compensation: $150,000 – $200,000 base + bonus + 401(k) match + comprehensive benefits
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
f you are interested in learning more or would like to be considered, please reach out to the James Search Group team directly or apply via LinkedIn with your resume.
Our client is an equal opportunities employer and welcomes applications from all qualified individuals.
