ServiceNow ITSM, Senior Lead

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

**Take the next step in your career with us.** Allied World is an ideal place for talented professionals who are driven by a belief in the value of collaboration and the power of knowledge. We believe that when our great people work together and support one another, our clients receive the best solutions. We embrace unique perspectives and empower each person to grow through professional development, career training and mentoring programs. Our people are our most important asset, and we are very proud of the quality of our team members.Job Title: ServiceNow ITSM, Senior LeadTake the next step in your career with us.Allied World is an ideal place for talented professionals who are driven by a belief in the value of collaboration and the power of knowledge.We believe that when ou r great people work together and support one another, our clients receive the best solutions. We embrace unique perspectives and e mpower each person to grow through professional development, career training, and mentoring programs.Our people are our most important asset, and we are very proud of the quality of our team members.Position Summary:The ServiceNow ITSM (Information Technology Service Management) lead plays a critical role in driving the effectiveness, efficiency, and continuous improvement of IT service delivery across the organization. This individual is responsible for overseeing the implementation, support, and optimization of ServiceNow’s ITSM suite, ensuring that all IT processes align with best practices and business objectives. The ITSM lead acts as a bridge between IT teams, business stakeholders, and technology partners, fostering a culture of innovation and excellence.Key Responsibilities:· Strategic Leadership: Develop and execute the overall strategy for ServiceNow ITSM solutions to support business goals and evolve organizational needs.· Process Ownership and Governance: Own and govern ITIL-based ITSM processes, including Incident, Problem, Change, Request, Knowledge, and governance of Configuration Management practices in partnership with CMDB and ITOM stakeholders· Incident Management Leadership: Own and govern the end-to-end Incident Management process within ServiceNow, ensuring rapid restoration of services, effective prioritization, and consistent operational execution across all support tiers. Define severity models, escalation paths, and major incident criteria, serving as the executive escalation point for high impact and business critical incidents.· Major Incident & Crisis Management: Lead and mature Major Incident Management (MIM) practices, including war room coordination, stakeholder communications, executive briefings, and post incident reviews. Ensure root cause analysis and corrective and preventive actions are captured and fed into Continuous Improvement processes.· Asset Management Strategy and Lifecycle Governance: Define and execute the strategy for enterprise IT Asset Management within ServiceNow, covering CMDB, SAM, and HAM. Ensure full asset lifecycle visibility from request and procurement through deployment, maintenance, optimization, and retirement, driving cost transparency, risk reduction, and operational efficiency.· Platform Management: Oversee the design, configuration, deployment, and administration of the ServiceNow ITSM platform, ensuring optimal performance and scalability.· Continuous Improvement: Champion the adoption of best practices, process automation, and service enhancements to improve user experience and operational efficiency.· Stakeholder Engagement: Collaborate with business units, IT teams, and executive leadership to understand needs, gather requirements, and prioritize enhancements.· Team Leadership and Development: Lead, mentor, and develop a team of ServiceNow administrators, developers, and process owners; foster innovation and professional growth.· Project Management: Oversee ITSM-related projects from inception to completion, managing timelines, budgets, and resources while ensuring successful delivery.· Reporting and Analytics: Define, track, and report on key performance indicators (KPIs) and metrics to measure the quality and effectiveness of IT services.· Vendor Management: Manage relationships with ServiceNow and other ITSM vendors, ensuring value from partners and adherence to contracts and SLAs.· Risk and Compliance: Ensure ITSM processes and ServiceNow configurations support compliance with internal policies and applicable regulatory requirements (e.g., SOX, GDPR), in partnership with Risk, Legal, and Compliance teams.· User Training and Support: Drive user adoption through effective communication, training programs, and ongoing support initiatives.### **The salary range** for this role is between:Our generous benefits package includes: Health, Dental and Disability Insurance, a company match 401k plan, and Group Term Life Insurance. Allied World is an Equal Opportunity Employer. All qualified applicants will be considered for employment without consideration of any disability, veteran status or any other characteristic protected by law.