ITSM Manager

The ITSM Manager is responsible for leading the organization's ITSM capabilities, with Service Now serving as the core enterprise platform. This role combines Service Now platform ownership, people leadership, and strategic vision to drive operational maturity, service quality, and scalable ITSM processes.

• Lead the design, implementation, and optimization of ITSM processes using the Service Now platform (Incident, Problem, Change, Request, and Configuration Management).
• Provide functional and architectural oversight for Service Now enhancements, integrations, and upgrades.
• Manage and develop the ITSM / Service Now team and oversee vendor partners.
• Build ITSM practices using the Service Now platform to improve user experience and empower users toward self‑service, providing multiple communication channels such as MS Teams, Email, Phone, and Portal.
• Drive automation and integration between ITSM tools and other enterprise systems (e.g., Workday, Intune, Systrack, Solar Winds).
• Own configuration, administration, and support of the Service Now 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 Service Now's reporting capabilities.
• Ensure ITSM practices and documentation support regulatory, security, and audit requirements.

• Bachelor's degree in Information Systems, Computer Science, or equivalent experience.
• Demonstrated Service Now experience as a platform owner, ITSM lead, or lead administrator in an enterprise environment.
• Hands‑on knowledge of Service Now 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 Service Now services.
• Strong stakeholder management, communication, and leadership skills.

• ITIL v4 certification.
• Service Now certifications (System Administrator, Application Developer, or Implementation Specialist).
• Experience deploying or scaling Service Now 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.