- Company Name
- Fortitude Re
- Job Title
- AVP, ITSM Manager
- Job Description
-
Job Title: AVP, ITSM Manager
Role Summary:
Lead the enterprise IT Service Management function, overseeing Change, Incident, Problem, and Root Cause Analysis (RCA) processes to ensure reliable, high‑quality IT services across infrastructure, cloud, security, and application domains.
Expectations:
- Govern and continuously improve ITSM processes at an executive level.
- Drive adherence to ITIL standards and enterprise policies.
- Report on and elevate service‑availability metrics to senior leadership.
- Coordinate cross‑functional teams during high‑severity events and change schedules.
Key Responsibilities:
- Own end‑to‑end Change Management: validate RFCs, chair CAB/ECAB, maintain FSC, manage conflicts and maintenance windows.
- Lead Incident Management during major/critical incidents: coordinate teams, communicate status, ensure rapid restoration, conduct post‑incident reviews.
- Own Problem Management lifecycle: detect, log, analyze problems, create service improvement plans, maintain KEDB, drive long‑term fixes.
- Direct the RCA program: facilitate structured analyses (5 Whys, Ishikawa, Fault Tree), document actions, track corrective measures, present findings to leadership.
- Track and report key KPIs: success/failure rates, emergency change ratio, compliance rates.
- Foster relationships with Infrastructure, Security, Applications, and Business units to support process maturity.
Required Skills:
- Deep knowledge of ITIL v4, especially Change, Incident, and Problem Management.
- Proven experience facilitating CAB/ECAB meetings and managing enterprise‑level change processes.
- Strong incident leadership and cross‑team coordination in high‑pressure environments.
- Analytical ability to identify trends, root causes, and implement corrective actions.
- Excellent written and verbal communication; stakeholder management across all levels.
- Proficiency with ITSM tools (ServiceNow, Jira Service Management, Freshworks, etc.).
Required Education & Certifications:
- Bachelor’s degree in a related field.
- 7+ years in IT Service Management or IT Operations.
- ITIL v4 Foundation certification required; ITIL Managing Professional preferred.
- Experience in cloud environments (AWS, Azure, Microsoft 365) and hybrid infrastructures.
- Background in regulated industries such as insurance or financial services is preferred.
Jersey city, United states
On site
Senior
13-01-2026