Principal Service Management Lead

Marketing Statement:

Tokio Marine North America Services (TMNAS) provides professional support services to Tokio Marine Group companies in the United States, including Tokio Marine America, First Insurance Company of Hawaii, and Philadelphia Insurance Companies. Customer service is our focus and our passion! Tokio Marine North America Services adds value in all that we do, providing the best professional service to our business partners, allowing them to achieve their goals. Our talented team delivers actuarial, audit, corporate communications, financial and investment, human capital services, information technology, legal, and payroll expertise to our customers.

Job Summary:

The position drives advancements to the IT service management platform (e.g., ServiceNow (SNOW)) for TMNA Services (TMNAS) and its Group Companies and provides expert platform knowledge to the teams and department. The position resides in the TMNAS – Project Management Office (PMO) and Service Management department and enables the realization of strategic and tactical goals related to ServiceNow, TMNAS and its Group Companies.

Essential Job Functions :

- Assesses entire ServiceNow platform seeking cost savings including reviews of ServiceNow platform entitlements
- Develops ideas and solutions to support complex demand items and provides advanced expertise on solutions and requirements
- Creates requirements and technical design documents for IT service management platform projects
- Supports team in data collection and creation of the annual Customer Satisfaction Survey
- Supports team through various requests, surveys and assessments such as the Controlled Self-Assessment (CSA), Ward benchmarking and Internal Audit requests and provides high quality content on time
- Acts as the enhancement and functional lead for all IT service management platform enhancements and projects as well as enablement of any new capabilities
- Supports acceptance testing for IT service management platform projects and enhancements
- Represents the IT service management platform and is sought out as platform expert
- Establishes technical governance approach. Enforces technical governance as well as peer review on IT service management platform development and configuration performed by 3rd party service providers
- Keeps abreast of trends and developments on IT service management platforms (e.g., ServiceNow). Communicates trends and functionality to leadership team relating to benefits for IT capabilities. Understands and solves IT and business area challenges relating to our IT service management platform
- Supports the creation of IT service management platform QRGs, FAQs, and SOPs
- Creates IT service management platform dashboards and reports leveraging available modules (e.g., ServiceNow Performance Analytics module)
- Provides advice and counsel to colleagues on complex Service Management issues and risks
- Manages a substantial portion of the Service Management practice
- Proactively monitors the health of the Service Management practice
- Acts as the IT liaison between IT and business units and is a trusted advisor to the business units
- Understands business area opportunities and challenges, as well as process or system impacts  when implementing solutions to obtain business objectives. Communicates technical issues, impact, and risk mitigation strategies in business terminology that can be communicated to and understood by non-technical resources
- Serves as a liaison and builds bridges among different groups within and outside of IT.  Directs and coordinates cross-functional prioritization and funding initiatives

Qualifications :

- Bachelor’s degree in related discipline (Masters preferred) or equivalent practical experience
- 12+ years’ experience preferred
- Excellent oral and written communication skills
- Expert in Service Management tools (ServiceNow) and SharePoint
- Expert in Microsoft Office Suite
- Expertise in methodology development, training and process control
- Expert knowledge of activities, tasks, practices and deliverables associated with eliciting and clearly defining and documenting required business functional as well as non-functional requirements
- Expert knowledge of approaches, tools, and techniques for design and development of paper-based and online technical reference documentation, guidelines, standards, procedures, processes, applications, etc.
- Advanced expertise managing 3rd party vendors in development, testing and staff augmentation
- Strong customer service orientation (responsive, consultative, collaborative and accurate)
- Superior attention to detail
- Ability to juggle multiple, competing, frequently changing time-sensitive deadlines and priorities
- Excellent teamwork, critical thinking, analytical, judgment and interpersonal skills
- Experience managing development projects in financial services or insurance companies; commercial property and casualty insurance a plus
- Strong interpersonal relationship building skills: able to work with a variety of people and groups in a constructive and collaborative manner
- Strategic thinking; Applies organizational acumen to identify and maintain focus on key success factors for the organization.
- Advanced knowledge of organizational politics and political tactics; ability to effectively navigate formal and informal communication and decision-making channels
- Experience managing Service Management practice in commercial property and casualty insurance is desired
- strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions

Salary range $160,000 to 175,000. Ultimate salary offered will be based on factors such as applicant experience and geographic location. Our company offers a competitive benefits package and bonus eligibility on top of base.

EEO Statement:

Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC, TM Claims Service, Inc. and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer. In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status,  sexual orientation and/or any other status protected by law.