[Remote] Service Now Platform Manager

Note: The job is a remote job and is open to candidates in USA. Odyssey Reinsurance Company (OdysseyRe) is a leading provider of reinsurance and specialty insurance. The ServiceNow Platform Manager will be responsible for the overall strategy, architecture, and operational excellence of the enterprise ServiceNow platform, leading a diverse team to deliver innovative digital solutions.

Responsibilities

• Define, own, and communicate the ServiceNow platform architecture, ensuring scalability, security, and future readiness.
• Continuously assess new ServiceNow features, integrations, and best practices for enhancement and modernization of architecture.
• Develop architectural standards and documentation for integrations, data flows, and extensibility.
• Establish strong governance frameworks and secure-by-design principles, maintaining regulatory compliance (GDPR, SOX, etc.) throughout lifecycle.
• Coordinate robust change management, configuration auditing, and platform hardening.
• Manage, mentor, and develop a global team: Employees, Consultants, and offshore resources.
• Assign clear roles, set expectations, and lead performance management and professional development.
• Oversee vendor partner relationships, including SOWs, SLAs, and onshore-offshore collaboration.
• Ensure platform reliability, disaster recovery preparedness, and high availability.
• Oversee incident, problem, and request management, optimizing response and resolution cycles.
• Implement ITIL or other best-practice frameworks for sustained service quality.
• Oversee design, development, and deployment of workflows, customizations, and seamless integrations.
• Enforce coding, testing, and release standards across all delivery teams.
• Drive continuous improvement, automation, and innovation using platform analytics and user feedback.
• Serve as point of contact for business leaders, IT, compliance, and project sponsors.
• Effectively capture, prioritize, and deliver on requirements, setting realistic timelines and managing stakeholder expectations.
• Regularly communicate platform status, improvements, risks, and value realization to senior leadership.
• Champion user adoption strategies and deliver ongoing training content.
• Institutionalize best practices, documentation, and knowledge sharing throughout the organization and delivery teams.

Skills

• 7 + years of enterprise platform management, including ServiceNow architecture and delivery.
• Proven experience architecting and scaling ServiceNow at global enterprise scale, with deep knowledge of integrations (REST / SOAP APIs, SSO, etc.).
• Strong track record managing large, distributed, and multicultural teams, including offshore and external partners.
• Expert in ITSM, ITOM, or relevant ServiceNow modules, as well as ITIL, DevOps, and agile delivery practices.
• Bachelor's degree in Computer Science, Information Systems, or related field (Masters preferred).

Benefits

• Excellent benefits
• Training and opportunities for our staff
• Innovative, enriching environment
• Career growth

Company Overview

• OdysseyRe offers a broad range of property, casualty, and specialty reinsurance solutions through a network of 14 branch and representative offices around the world. It was founded in 1996, and is headquartered in Stamford, Connecticut, USA, with a workforce of 501-1000 employees. Its website is http://www.odysseyre.com/.