ITSM Manager

Starr Insurance; Town of York (NY); On-site; USD 130,000 - 170,000; Full time

Job summary

Starr Insurance is seeking an ITSM Manager to lead IT service management initiatives with ServiceNow at the core. The role combines platform ownership, people leadership, and strategic vision to drive maturity, service quality, and scalable ITSM processes.

You will own the ServiceNow roadmap, govern ITSM processes, and lead a team with partners for enhancements and integrations. You will drive automation, partner with stakeholders, and develop actionable dashboards and metrics to support

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or equivalent experience.
• Hands-on ServiceNow experience as platform owner, ITSM lead, or lead administrator in an enterprise environment.
• Strong ITIL principles and service management best practices.
• Experience leading teams and/or vendors delivering ITSM and ServiceNow services.
• Strong stakeholder management, communication, and leadership skills.

Responsibilities

• Lead design, implementation, and optimization of ITSM processes using ServiceNow (Incident, Problem, Change, Request, Configuration Management).
• Provide functional and architectural oversight for ServiceNow enhancements, integrations, and upgrades.
• Manage ITSM/ServiceNow team and oversee vendor partners.
• Develop ITSM practices using ServiceNow platform to improve user experience and enable self-service via multiple channels (MS Teams, Email, Phone, Portal).
• Drive automation and integration between ITSM tools and other enterprise systems (Workday, Intune, Systrack, SolarWinds).
• Own configuration, administration, and support of the ServiceNow platform.
• Partner with business and IT stakeholders to define requirements, drive adoption, and gather feedback for continual service improvement.
• Develop dashboards, SLA/KPI metrics, and reports leveraging ServiceNow’s capabilities.
• Ensure ITSM practices and documentation support regulatory, security, and audit requirements.

Skills

ServiceNow ITSM

ITIL

Leadership

Vendor management

Stakeholder management

Strategic vision

Education

Bachelor’s degree in Information Systems/CS

Tools

ServiceNow

Workday

Intune

Systrack

SolarWinds

CMDB

Job description

Join Starr, a global leader in commercial insurance with over a century of expertise. We empower our employees to innovate, make impactful decisions, and build lasting client relationships worldwide. At Starr, you’ll work in an entrepreneurial culture alongside accessible leaders, leveraging our financial strength and vast industry experience to deliver solutions for our clients, no matter how complex. Grow your career with a rapidly growing company that invests in its people and their ability to drive real progress.

ITSM Manager

Job Summary

The IT Service Management (ITSM) Manageris responsible forleading the organization’s ITSM capabilities, with ServiceNow serving as the core enterprise platform. This role combines ServiceNow platform ownership,peopleleadership, and strategic vision to drive operational maturity, service quality, and scalable ITSM processes. The ITSM Manager owns the ServiceNow roadmap, governs ITSM processes, and leads a team and partners responsible for platform configuration, adoption, and ongoing improvement.

Key Responsibilities

• Lead the design, implementation, and optimization of ITSMprocessesusingService Now platform(Incident, Problem, Change, Request, and Configuration Management).

• Provide functional and architectural oversight for ServiceNow enhancements, integrations, and upgrades.

• Manage and develop the ITSM / ServiceNow team and oversee vendor partners.

• Build ITSMpracticesusingService Nowplarformto improve our user experience from a delivery of services they receive\request toultimately empowerthem towards self-service. Providing them with multiple channels of communication to our platform. Ex. MS teams, Email, Phone, Portal.

• Drive automation and integration between ITSM tools and other enterprise systems. Ex. Workday, Intune,Systrack,Solarwinds.

• Own configuration, administration, and support of the ServiceNow platform;

• Partner with business and IT stakeholders to define requirements, drive adoption, and gather feedback for continual service improvement.

• Develop actionable dashboards, SLA/KPI metrics, and performance reports leveraging ServiceNow’s reporting capabilities.

• Ensure ITSM practices and documentation support regulatory, security, and audit requirements

Required Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or equivalent experience.

• Demonstrated ServiceNow experience as a platform owner, ITSM lead, or lead administrator in an enterprise environment.

• Hands-on knowledge of ServiceNow ITSM and CMDB sufficient to guide technical and process decisions.

• Strong understanding of ITIL principles and service management best practices.

• Experience leading teams and/or vendors delivering ITSM and ServiceNow services.

• Strong stakeholder management, communication, and leadership skills.

Preferred Qualifications

• ITIL v4 certification.

• ServiceNow certifications (System Administrator, Application Developer, or Implementation Specialist).

• Experience deploying or scaling ServiceNow in a global or multinational organization.

• Familiarity with infrastructure technologies, cloud environments, and enterprise integrations.

Starr is an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we’re committed to creating an inclusive environment for all employees. We offer first class training and development opportunities to all employees. Our aim is to grow our own talent and bring out the best in people.