ServiceNow ITSM, Senior Lead

Description

Job Title : ServiceNow ITSM, Senior Lead

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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.

Qualifications

Compensation

The below annualized base pay range is a broad range based on analysis of similar positions in the market. The actual base pay for the position may be above or below he listed range and determined by a number of considerations, including but now limited to complexity, location, and scope of the role, along with experience, skills, education, training, and other conditions of employment. Base salary represents one compensation of Allied World comprehensive total reward package, which may also include annual incentive compensation rewards.

$135,000 - $145,000

Professional Experience / Qualifications

• Bachelor's degree in information technology, Computer Science, Business Administration, or relevant fields. Master's degree preferred.

• 5+ years of experience in IT Service Management with at least 3 years focused on ServiceNow platform administration, configuration, or management.

• Strong understanding of ITIL principles and practical experience implementing ITIL processes in enterprise environments.

• Demonstrated experience leading cross-functional ITSM teams and managing complex IT projects.

• Proven ability to analyze, design, and optimize business processes utilizing ServiceNow ITSM solutions.

• Excellent communication, presentation, and stakeholder management skills.

• ServiceNow certifications (e.g., Certified System Administrator, ITSM Implementation Specialist) are strongly preferred.

• Project management certification (e.g., PMP), experience with Agile or other iterative project management methodologies is a plus.

Key Competencies

• Multitasking: Proven ongoing ability to multitask, organize and prioritize multiple different streams of work.

• Strategic Thinking: Ability to align ITSM practices with business goals and adapt to evolving organizational and technological landscapes.

• Leadership: Inspires and leads diverse teams toward common objectives; builds a positive, accountable, and collaborative work environment.

• Technical Acumen: Strong working knowledge of ServiceNow architecture, core ITSM modules, integration patterns, and security models, with the ability to guide architects and developers.

• Problem-Solving: Analytical approach to identifying challenges, proposing solutions, and driving implementation.

• Change Management: Navigates organizational change effectively, driving user adoption and minimizing disruption.

• Relationship Building: Forges strong relationships with internal and external stakeholders, fostering trust and cooperation.

• Results-Oriented: Delivers measurable outcomes, balancing quality, efficiency, and customer satisfaction.

• Be the Subject Matter Expert (SME) on operational support and technical matters; act as an escalation point for stakeholders as needed

• Develop, generate, and analyze operational and service performance reports; tailoring and sharing them with a diverse stakeholder group including the IT Senior Leadership Team (SLT) and Executive team as needed

Allied World Assurance Company Holdings, Ltd, through its subsidiaries, is a global provider of insurance and reinsurance solutions. We operate under the brand Allied World and have supported clients, cedents and trading partners with thoughtful service and meaningful coverages since 2001. We are a subsidiary of Fairfax Financial Holdings Limited and benefit from a strong capital base and a worldwide network of affiliated entities that allow us to think and respond in non-traditional ways.

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.

To learn more, visit awac.com, or follow us on Facebook at facebook.com/alliedworld and LinkedIn at linkedin.com/company/allied-world.