ITSM Manager

Starr Insurance Companies is a leading insurance and investment organization, providing commercial property and casualty insurance, including travel and accident coverage, to almost every imaginable business and industry in virtually every part of the world.

Cornelius Vander Starr established his first insurance company in Shanghai, China in 1919. Today, we are one of the world's fastest growing insurance organizations, capable of writing in 128 countries on 6 continents.

Job Title: ITSM Manager

Location: New York, NY

Reporting to: AVP, Infrastructure

Summary:

We are seeking a highly skilled and motivated ITSM Manager to lead and evolve our IT Service Management (ITSM) capabilities within the infrastructure department. This role will be instrumental in designing, implementing, and managing ITSM processes and platforms, with a strong emphasis on Configuration Management Database (CMDB) integrity and automation. The ideal candidate will have hands-on experience with modern ITSM solutions such as ServiceNow, BMC Helix, Freshworks, or similar platforms, and a deep understanding of ITIL best practices.

You will collaborate across teams to ensure service delivery excellence, drive continuous improvement, and maintain a robust CMDB that supports infrastructure visibility, incident response, and change management.

Key Responsibilities:

• Lead the design, implementation, and optimization of ITSM processes (Incident, Problem, Change, Request, and Configuration Management).
• Build ITSM practices to improve our user experience from a delivery of services they receive/request to ultimately empower them towards self-service. Providing them with multiple channels of communication to our platform. Ex. MS teams, Email, Phone, Portal.
• Build our ITSM platform as a Global Platform with distinctive user portals per region and language.
• Lead a newly created ITSM/CMDB team.
• Own and manage the CMDB lifecycle, ensuring data accuracy, completeness, and alignment with business and auditing needs. (Hardware and Software)
• Collaborate with internal IT Department Heads to align ITSM and Asset Management practices with their operational practices.
• Work closely with our Service Delivery Manager to align our ITSM and Asset Management practices with their initiatives to create a seamless user experience.
• Monthly reports on KPIs to demonstrate our value to the business. Starting with basic KPIs out the box to more complex KPIs as we mature on platform.
• Drive automation and integration between ITSM tools and other enterprise systems. Ex. Workday, Intune, Systrack, Solarwinds.
• Support audits, compliance initiatives, and governance activities related to our ITSM and CMDB processes.

Required Qualifications:

• Bachelor's degree in computer science, Information Systems, or related field.
• 5+ years of experience and proven expertise in ITSM platforms such as ServiceNow, BMC Helix, Freshworks, or equivalent.
• Strong understanding of ITIL framework, especially Configuration, Change, Incident Management and Asset Management (Hardware and Software)
• Experience managing and maintaining CMDB in a complex infrastructure environment.
• Familiarity with infrastructure technologies (servers, networks, cloud platforms, etc.).
• Excellent analytical, communication, and stakeholder management skills.
• Ability to work independently and lead cross-functional initiatives.
• Experience in deploying and managing an ITSM Platform for a Global Organization.

Preferred Qualifications:

• ITIL v4 Certification.
• ITSM System Administrator or equivalent certifications.
• Knowledge of cloud infrastructure (AWS, Azure, Google Cloud Platform) and hybrid environments.

Starr is an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. 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.