Allied World Reinsurance Company
About the job
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 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.
Location: Islelin, NJ
Work Arrangement: Hybrid – on-site four days per week (Monday–Thursday)
Job Responsibilities:
• Strategic Leadership: Develop and execute the overall strategy for ServiceNow ITSM solutions to support business goals and evolving organizational needs.
• Process Ownership & Governance: Own and govern ITIL-based ITSM processes, including Incident, Problem, Change, Request, and Knowledge Management. Oversee Configuration Management in partnership with CMDB and ITOM stakeholders.
• Incident Management Leadership: Lead the end-to-end Incident Management process within ServiceNow, ensuring rapid service restoration, effective prioritization, and consistent execution. Define severity models, escalation paths, and major incident criteria; act as the escalation point for critical incidents.
• Major Incident & Crisis Management: Drive 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 actions feed into continuous improvement.
• Asset Management Strategy & Lifecycle Governance: Define and execute enterprise IT Asset Management strategy (CMDB, SAM, HAM), ensuring full lifecycle visibility from procurement to retirement while driving cost optimization and risk reduction.
• Platform Management: Oversee the design, configuration, deployment, and administration of the ServiceNow ITSM platform to ensure scalability and optimal performance.
• Continuous Improvement: Champion best practices, automation, and service enhancements to improve user experience and operational efficiency.
• Stakeholder Engagement: Partner with business units, IT teams, and leadership to gather requirements, align priorities, and deliver value-driven enhancements.
• Team Leadership & Development: Lead, mentor, and grow a team of ServiceNow administrators, developers, and process owners, fostering innovation and professional development.
• Project Management: Manage ITSM-related projects end-to-end, ensuring delivery on timelines, budgets, and expected outcomes.
• Reporting & Analytics: Define and track KPIs and performance metrics to measure service quality and effectiveness.
• Vendor Management: Manage relationships with ServiceNow and other ITSM vendors, ensuring value realization and adherence to SLAs and contracts.
• Risk & Compliance: Ensure ITSM processes and ServiceNow configurations meet internal policies and regulatory requirements (e.g., SOX, GDPR) in collaboration with Risk, Legal, and Compliance teams.
• User Training & Support: Drive adoption through clear communication, training programs, and ongoing user support initiatives.
Job Requirements:
• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field required; Master’s degree preferred.
• Experience: 5+ years in IT Service Management, including at least 3 years focused on ServiceNow platform administration, configuration, or management.
• ITIL Expertise: Strong understanding of ITIL principles with hands-on experience implementing ITIL processes in enterprise environments.
• Leadership Experience: Proven track record leading cross-functional ITSM teams and delivering complex IT projects.
• Process Optimization: Demonstrated ability to analyze, design, and improve business processes using ServiceNow ITSM solutions.
• Communication Skills: Excellent communication, presentation, and stakeholder management capabilities.
• Certifications: ServiceNow certifications (e.g., Certified System Administrator, ITSM Implementation Specialist) strongly preferred.
• Project Management: PMP or similar certification is a plus; experience with Agile or iterative methodologies is highly valued.
Key Competencies
• Multitasking: Ability to manage, prioritize, and deliver across multiple workstreams simultaneously.
• Strategic Thinking: Align ITSM practices with business goals while adapting to evolving organizational needs.
• Leadership: Inspire and guide diverse teams while fostering a collaborative, accountable, and high-performance culture.
• Technical Acumen: Strong understanding of ServiceNow architecture, ITSM modules, integrations, and security models, with the ability to guide technical teams.
• Problem-Solving: Analytical mindset with a focus on identifying challenges and driving effective solutions.
• Change Management: Lead organizational change, ensuring smooth adoption and minimal disruption.
• Relationship Building: Build and maintain strong partnerships with internal and external stakeholders.
• Results-Driven: Focus on measurable outcomes, balancing quality, efficiency, and customer satisfaction.
• Subject Matter Expertise: Act as the SME for operational and technical matters, serving as an escalation point when needed.
• Reporting & Insights: Develop, analyze, and present service performance reports tailored to stakeholders, including senior leadership and executive teams.