Join Starr, a global leader in commercial insurance with over a century of expertise. We empower our employees to innovate, make impactful decisions, and build lasting client relationships worldwide. At Starr, you'll work in an entrepreneurial culture alongside accessible leaders, leveraging our financial strength and vast industry experience to deliver solutions for our clients, no matter how complex. Grow your career with a rapidly growing company that invests in its people and their ability to drive real progress.
ITSM Manager
Job Summary
The IT Service Management (ITSM) Manager 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. The ITSM Manager owns the ServiceNow roadmap, governs ITSM processes, and leads a team and partners responsible for platform configuration, adoption, and ongoing improvement.
Key Responsibilities
Lead the design, implementation, and optimization of ITSM processes using Service Now 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 Service Now plarform 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.
Drive automation and integration between ITSM tools and other enterprise systems. Ex. 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, 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.
Skills Required
- 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.
Starr Insurance Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Starr Insurance and has not been reviewed or approved by Starr Insurance.
-
Healthcare Strength — Health coverage is frequently characterized as excellent, with comprehensive medical, dental, and vision options supported by wellness tools and an EAP. Feedback suggests additional voluntary protections (critical illness, accident, hospital indemnity) broaden overall healthcare security.
-
Retirement Support — Retirement offerings include both a 401(k) and a defined‑benefit pension, which is often highlighted as a standout feature. Profit sharing is also referenced as part of the broader financial benefits mix.
-
Strong & Reliable Incentives — Top performers in underwriting are described as receiving excellent pay with good bonuses and clear advancement opportunities.
Starr Insurance Insights
What We Do
Starr Insurance 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. Starr has the global knowledge, vision and relationships to help your company succeed, anywhere you do business.
