ServiceNow ITSM, Senior Lead

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 Lead

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 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.

Working at Allied World

Our team of over 1,650 professionals has deep expertise in the industry. They enjoy their work, and many have served for several years. This is what you can expect when you join us:
Instant membership in the Allied World - a global network of colleagues who will support your career journey
A manager who will help you build your career through a structured coaching program
Access to a full suite of learning and development tools and resources

Global Presence

Headquartered in Bermuda, Allied World has offices in Atlanta, Boston, Brisbane, Chicago, Costa Mesa, Dallas, Dublin, Farmington (CT), Hong Kong, Houston, London, Los Angeles, Malaysia, Manchester, Miami, Nashville, New Jersey, New York, Philadelphia, San Francisco, Singapore, Sydney, Switzerland and Toronto. We strive to provide exceptional service to our clients and distribution partners.