Manager, Itsm Technology

As a leading provider of insurance and reinsurance with worldwide operations and employees in Bermuda, U.S., U.K., Continental Europe and Asia, we recognize that our success is derived directly from those who matter the most: our people. At Sompo International, our values of integrity, collaboration, agility, execution and excellence underpin our culture and our commitment to providing an employee experience that attracts and engages the best talent in the industry. As we continue to grow, we strive to find diverse, innovative and driven professionals to join our teams and offer a broad range of career and development opportunities at all levels, in multiple business areas, in each of our locations throughout the world. Our compensation and benefits programs are market driven and competitive, with excellent family friendly policies and flexible working provisions.

Job Description

Are you looking for your next opportunity?

Sompo has a unique opportunity for an ITSM Manager to join our Information Technology team.

We're looking for a hands-on ITSM Manager to own our ITSM platform, drive practical ITSM process improvements, and lead initiatives that enhance service delivery, asset management, and configuration management. This role blends platform administration, process optimization, and people leadership, with the opportunity to shape our ITSM strategy and roadmap.

Location: This position can be based out of our Charlotte, NC; Purchase, NY; Garden City, NY; New York, NY; Morristown, NJ; Conshohocken, PA; Boston, MA; or Alpharetta, GA. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers.

Our business, your impact, our opportunity:

What you'll be doing:

• Administer and optimize Freshservice including workflows, automations, service catalog, SLAs, routing, and dashboards

• Build and maintain operational dashboards to track SLA performance, backlog trends, and service quality metrics

• Manage 1-2 direct reports, including coaching, workload prioritization, and professional development

• Drive continuous improvement initiatives across ITSM processes, focusing on automation, efficiency, and user experience

• Collaborate with Infrastructure, Security, HR, Applications teams, and others to ensure alignment and continual improvement opportunities are realized within the ITSM tool

• Partner with vendors on support tickets, renewals, and platform enhancements

• Contribute to long-term ITSM roadmap planning, including chatbot integration, AI-driven automation, and service catalog expansion

• Lead efforts to implement and mature IT Asset Management (ITAM) practices, including lifecycle tracking, inventory accuracy, and compliance

• Enable and maintain a Configuration Management Database (CMDB), ensuring accurate relationships between assets, services, and dependencies

• Develop and enforce governance around asset and configuration data quality, ownership, and usage

• Support audit and reporting needs related to ITSM, asset management, and configuration data

What you'll bring:

• 5+ years in IT Operations or Service Management, with 2+ years administering Freshservice (or a similar ITSM platform)

• Built dashboards and automations that improved service delivery and operational transparency

• Led process improvement initiatives that streamlined workflows and enhanced service quality

• Experience implementing or supporting IT Asset Management and CMDB practices

• Team lead or manager experience

Nice to have:

• ITIL Foundation certification

• Familiarity with asset discovery tools and CMDB integrations

• Exposure to ServiceNow or other ITSM platforms

• Experience with vendor management and contract renewals

Salary Range: $135,000 - $155,000 Actual compensation for this role will depend on several factors including the cost of living associated with your work location, your qualifications, skills, competencies, and relevant experience.

At Sompo, we recognize that the talent, skills, and commitment of our employees drive our success. This is why we offer competitive, high-quality compensation and benefit programs to eligible employees.

Our compensation program is built on a foundation that promotes a pay-for-performance culture, resulting in higher incentive awards, on average, when the Company does well and lower incentive awards when the Company underperforms. The total compensation opportunity for all regular, full-time employees is a combination of base salary and incentives that gets adjusted upfront based on overall Company performance with final awards based on individual performance.

We continuously evaluate and update our benefit programs to ensure that our plans remain competitive and meet the needs of our employees and their dependents. Below is a summary of our current comprehensive U.S. benefit programs:

• Two medical plans to choose from, including a Traditional PPO & a Consumer Driven Health Plan with a Health Savings account providing a competitive employer contribution

• Pharmacy benefits with mail order options

• Dental benefits including orthodontia benefits for adults and children

• Vision benefits

• Health Care & Dependent Care Flexible Spending Accounts

• Company-paid Life & AD&D benefits, including the option to purchase Supplemental life coverage for employee, spouse & children

• Company-paid Disability benefits with very competitive salary continuation payments

• 401(k) Retirement Savings Plan with competitive employer contributions

• Competitive paid-time-off programs, including company-paid holidays

• Competitive Parental Leave Benefits & Adoption Assistance program

• Employee Assistance Program

• Tax-Free Commuter Benefit

• Tuition Reimbursement & Professional Qualification benefits

In today's world, what do we stand for?

Ethics and integrity are the foundation of delivering on our commitment to you. We believe that core values drive success, and that when relationships are held in the highest regard, there is nothing that cannot be accomplished. At Sompo, our ring is more than a logo, it is a symbol of our promise. Click here to learn more about life at Sompo.

Sompo is an equal opportunity employer and we intentionally value inclusion and diversity. Above all, we want you to work in an environment that respects everyone's unique contributions - we are passionately committed to equal opportunities. We do not discriminate based on race, color, religion, sex orientation, national origin, or age.