ITSM Manager
Core
Lead the organization's ITSM capabilities and ServiceNow platform ownership to drive operational maturity, service quality, and scalable ITSM processes.
Role type
Senior ITSM Manager (ServiceNow Platform Owner)
Builds
Enterprise ITSM processes, ServiceNow platform configurations, integrations, and self-service user experiences
Domain
Commercial Insurance / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ServiceNow platform ownership, ITSM process design, team leadership, vendor management, ITIL principles, stakeholder management, automation, reporting
Preferred skills
ITIL v4 certification, ServiceNow certifications (System Administrator, Application Developer, Implementation Specialist), global ServiceNow deployment experience, cloud environment familiarity
Technologies
ServiceNow, Workday, Intune, Systrack, Solarwinds, MS Teams, Email, Phone, Portal
Responsibilities
Lead design, implementation, and optimization of ITSM processes; provide functional and architectural oversight for ServiceNow enhancements; manage and develop the ITSM/ServiceNow team and oversee vendors; build ITSM practices to improve user experience and enable self-service; drive automation and integration between ITSM tools and enterprise systems; own configuration, administration, and support of the ServiceNow platform; partner with stakeholders to define requirements and drive adoption; develop dashboards, SLA/KPI metrics, and performance reports; ensure ITSM practices support regulatory, security, and audit requirements
