Senior ServiceNow ITSM Lead — Drive ITIL Excellence

AWAC; Northern (KY); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Allied World is seeking a Senior Lead for ServiceNow ITSM to drive delivery excellence across the organization. The role oversees implementation, support, and optimization of the ITSM suite, aligning processes with ITIL practices and business objectives.

You will lead a team of administrators and developers, coordinate with stakeholders, and manage major incidents and governance programs. You will drive continuous improvement, automation, and risk/compliance considerations, partnering with IT

Qualifications

• Experience implementing and optimizing ServiceNow ITSM.
• Strong ITIL process ownership and governance.
• Proven leadership of ServiceNow teams.

Responsibilities

• Develop and execute strategy for ServiceNow ITSM to support business goals.
• Own ITIL-based ITSM processes incl Incident, Change, Knowledge.
• Lead Major Incident Management and crisis communications.
• Oversee CMDB, SAM, HAM asset lifecycle in ServiceNow.
• Manage vendor relationships and ensure regulatory compliance.
• Coach and develop administrators and developers.

Skills

ServiceNow ITSM

ITIL

Incident Management

Leadership

Vendor Management

Platform Administration

Tools

ServiceNow Platform

CMDB

ITOM

Job description

Allied World is seeking a Senior Lead for ServiceNow ITSM to drive delivery excellence across the organization. The role oversees implementation, support, and optimization of the ITSM suite, aligning processes with ITIL practices and business objectives.

You will lead a team of administrators and developers, coordinate with stakeholders, and manage major incidents and governance programs. You will drive continuous improvement, automation, and risk/compliance considerations, partnering with IT