"Alerted.org

Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our journey as we strive to transform the insurance carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for ten consecutive years as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today. We strive to make both our internal and external communities better everyday! Learn more about why you want to be here!

PURPOSE OF THE JOB

The purpose of the IT Service Management (ITSM) Manager is to oversee and lead our IT Service Management (ITSM), Identity and Access Management (IAM), IT Asset Management (ITAM), and ServiceNow teams. This position is responsible for driving the operational efficiency and success of these critical IT functions, ensuring alignment with organizational goals, best practices, and industry standards. The ITSM Manager will also be instrumental in enhancing the end-to-end service delivery experience, improving service automation, and ensuring seamless integration across our IT systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Leads ITSM, IAM, ITAM, and ServiceNow Operations.

+ Manages and optimizes the operations and processes within IT Service Management (ITSM), Identity and Access Management (IAM), IT Asset Management (ITAM), and ServiceNow platforms to ensure effective service delivery and operational excellence.

+ Ensure process improvement and follows best practices. Establishes, refines, and enforces ITSM processes (incident, problem, change, release, configuration management, etc.) in line with industry standards (ITIL) and continually strives for process improvements that increase efficiency and user satisfaction.

+ Leads, mentors, and develops cross-functional teams, ensuring they have the skills, resources, and motivation to meet performance and service objectives. Provides guidance in addressing technical and operational challenges.

+ Oversees the implementation, administration, and optimization of the ServiceNow platform, ensuring it supports business needs and provides end-to-end automation across service management processes.

+ Ensures ITSM, IAM, and ITAM processes are aligned with security, compliance, and audit requirements. Monitors and enforces adherence to company policies, procedures, and regulatory frameworks.

+ Collaborates with internal stakeholders (IT, security, procurement, HR, etc.) to define, implement, and manage IT services. Translates business requirements into technical solutions, ensuring services meet operational and performance standards.

+ Develops and tracks key performance indicators (KPIs) for ITSM, IAM, and ITAM processes. Prepares and delivers regular reports on service performance, issue resolution, and continuous improvement efforts to senior leadership.

+ Manages major incident and problem management efforts to ensure timely resolutions and root cause analysis, minimizing service disruptions.

+ Identifies, assesses, and manages risks related to ITSM, IAM, and ITAM processes, ensuring they are proactively mitigated to minimize operational impact.

SUPERVISORY RESPONISBILITIES

Directly supervises employees within the ITSM, IAM, ITAM, and ServiceNow teams and carries out supervisory responsibilities in accordance with company policies and applicable laws. These responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; conducting performance and salary reviews; rewarding and disciplining employees; addressing complaints and resolving problems; coaching, mentoring, and developing team members to further their skills and knowledge; creating and monitoring development plans; setting performance expectations/goals; forecasting staffing needs and planning for peak times and absences; enforcing department policies and procedures.

EDUCATION AND EXPERINCE

+ Bachelor’s degree required in Information Technology, Computer Science, Business Administration, or related field (or equivalent experience).

+ Minimum 7 years of experience in IT operations, with at least 3-5 years in IT Service Management, IAM, ITAM, and ServiceNow leadership roles.

+ Strong experience with ServiceNow (Service Management, ITAM, or other modules).

CERTIFICATES, LICENSES, REGISTRATIONS

+ ITIL Foundation certification required. ITIL Expert or ITIL v4 certification preferred.

+ ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist) preferred.

+ Relevant certifications in IAM or ITAM (e.g., Certified Identity and Access Manager - CIAM) preferred.

KNOWLEDGE AND SKILLS

+ Solid understanding of ITIL frameworks, ITSM best practices, and the ability to implement these frameworks effectively.

+ Familiarity with identity management tools and solutions (e.g., Okta, Azure AD, SailPoint).

+ Expertise in IT Asset Management tools and processes.

+ Deep understanding of service management tools, ITIL processes, and their integration with various IT solutions.

+ Proven ability to manage cross-functional teams and drive change in complex environments.

+ Excellent communication and stakeholder management skills, with the ability to communicate effectively with both technical and non-technical stakeholders.

+ Strong analytical skills to assess business and technical requirements and develop effective solutions.

+ Experience managing complex projects with multiple stakeholders and dependencies.

PHYSICAL DEMANDS

The employee may need to sit in front of a computer for a period of time. While performing the duties of this job, the employee may occasionally need to reach, stoop, kneel, crouch, or crawl. The employee may need to lift and/or move up to 25 pounds.

WORK ENVIRONMENT

This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment.

The current range for this position is

$121,624.81 - $217,710.99

This range is exclusive of fringe benefits and potential bonuses. If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.

WHY JOIN ICW GROUP?

* Challenging work and the ability to make a difference

* You will have a voice and feel a sense of belonging

* We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match

* Bonus potential for all positions

* Paid Time Off with an accrual rate of 5.23 hours per pay period (equal to 17 days per year)

* 11 paid holidays throughout the calendar year

* Want to continue learning? We’ll support you 100%

_ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law._

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

At ICW Group we offer a work environment that encourages entrepreneurialism and celebrates success. Our team members are hands-on contributors who are given the opportunity to make an impact. It's our people who make us an employer of choice and the vibrant company we are today.

Job Category:** **IT

Job Type:** **Full time

Req ID:** **JR100628