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NJM Insurance Group · 1 day ago

IT Service Delivery Manager

Trenton, NJ

Full-time

Onsite

Senior Level, Lead/Staff

$166K/yr - $193K/yr

10+ years exp

NJM Insurance Group is seeking an IT Service Delivery Manager to lead their service management strategy and drive ITSM maturity. The role involves ensuring service quality, managing a service management team, and collaborating with various stakeholders to align IT services with organizational goals.

InsuranceManufacturingTransportation

H1B Sponsor Likely

Responsibilities

Enhance visibility and oversight of service management activities across the enterprise and establish performance measures to track progress and stakeholder satisfaction

Define and monitor key performance indicators (KPIs) for service uptime and availability across critical systems

Implement proactive measures to minimize downtime and ensure high reliability of IT services

Direct and govern the enterprise-wide change management process, ensuring rigorous adherence to ITIL standards

Responsibilities include reviewing and validating change requests, scheduling and coordinating approved changes, and confirming deployment within designated change windows

Drive ITSM maturity improvements that align with business values and measurable outcomes

Manage and supervise the service management team while driving the overall vision and strategy for service management

Provide clear direction and coaching to team members, ensuring they understand their role in achieving organizational goals and the long-term roadmap for IT services

Regularly review performance, deliver constructive feedback, and support professional development

Adjust staffing levels and allocate resources to meet business and security needs

Foster a positive, collaborative environment that promotes accountability and continuous improvement

Communicate priorities effectively and recognize achievements to keep the team engaged and motivated

Oversee all aspects of service management, including process adherence, incident resolution, and ongoing improvement of IT services in alignment with the defined vision and strategic objectives

Plan, schedule, and coordinate IT releases and deployments for enterprise initiatives

Work closely with NJM’s Business Partner, PMO Office, SA&E, and IT teams to ensure smooth transitions from development to production

Maintain release calendars and deployment documentation

Lead Go-Live activities, including execution of deployment plans, validation checklists, and post-release reviews to ensure stability and compliance

Serve as the primary liaison between IT teams, project sponsors, and business units

Clearly articulate release scope, objectives, and deliverables, ensuring alignment across all stakeholders

Facilitate collaboration between IT and business units to ensure technology solutions meet organizational needs and deliver measurable value

Lead deployment strategies for new ESM tools, including proof of concept, integration with existing systems, and scalability planning

Expand monitoring and proactive alerting capabilities to identify and address anomalies before they impact operations

Coordinate service management projects from initiation through completion, ensuring timelines, deliverables, and resources are managed effectively

Manage change control processes, including scheduling, communication, and validation of rollback procedures

Collaborate with IT and business stakeholders to define requirements and solution concepts

Maintain comprehensive documentation for service management activities, tool deployments, and process improvements

Ensure compliance with internal policies and external regulations

Foster a culture of continuous improvement and innovation

Qualification

ITIL frameworksEnterprise service managementProject coordinationChange managementESM tool deploymentStrategic roadmapsAnalytical skillsCommunication skillsOrganizational skills

Required

Bachelor's degree in information technology, Business Administration, or related field (Master's preferred)

Minimum of 10 – 15 years of progressive experience in IT service management, including leadership roles

Demonstrated expertise in ITIL frameworks and best practices

Proven track record in enterprise service management, project coordination, and change management

Experience with ESM tool selection, deployment, and integration

Strong communication, organizational, and analytical skills

Experience in developing and executing strategic roadmaps and performance measures

Preferred

ITIL Expert or equivalent certification

Experience in large-scale enterprise operations and cross-functional leadership

Benefits

401(k) with employer match up to 8% and additional service-based contributions

Health, Dental, and Vision insurance

Life and Disability coverage

Generous PTO

Paid Sick Leave

Paid parental leave in addition to state-mandated leave

Discretionary bonuses

Company

NJM Insurance Group

Glassdoor2.6

NJM (New Jersey Manufacturers) is an auto, homeowners, renters, commercial auto, umbrella and workers' compensation insurance providers.

Founded in 1913

West Trenton, New Jersey, USA

1001-5000 employees

https://www.njm.com

H1B Sponsorship

NJM Insurance Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (4)

2024 (1)

2022 (3)