ITSM Manager
Job Summary
The IT Service Management (ITSM) Manager at Starr is responsible for leading the organization's ITSM capabilities, with ServiceNow serving as the core enterprise platform. This role combines ServiceNow platform ownership, people leadership, and strategic vision to drive operational maturity, service quality, and scalable ITSM processes.
Key Responsibilities
Lead the design, implementation, and optimization of ITSM processes using ServiceNow 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 ITSM practices using ServiceNow platform to improve user experience from delivery of services received to ultimately empower users towards self-service. Provide multiple channels of communication to our platform (e.g., MS Teams, Email, Phone, Portal).
Drive automation and integration between ITSM tools and other enterprise systems (e.g., 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
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.