Senior IT Service Management (ITSM) Manager

A global and one of the world’s leading Insurance Service providers is seeking an experienced Senior IT Service Management (ITSM) Manager to lead and evolve its IT service delivery framework. The ideal candidate will proactively engage with the business and lead new innovation processes. 

Responsibilities:
- Lead the design, governance, and continuous improvement of ITIL-aligned ITSM processes
- Oversee end-to-end IT service delivery, ensuring SLA/OLA adherence and continuous service improvement
- Ensure ITSM processes comply with Japanese regulatory requirements,global standards, and industry best practices
- Act as a key point of contact between IT operations, business units, and senior leadership
- Lead major incident and problem management, including root cause analysis and post-incident reviews
- Chair the Change Advisory Board (CAB) and govern change and release management activities
- Oversee CMDB, configuration management, and IT asset lifecycle practices
- Develop executive-level KPI dashboards and service performance reports for senior leadership
- Lead, coach, and develop ITSM professionals while promoting a culture of continuous improvement
- Drive optimization and automation of ITSM platforms such as ServiceNow to improve efficiency and service quality

Required Skills:
- 7+ years’ experience in IT Service Management, including at least 2 years in a senior or people leadership role
- ITIL v4 Expert or Master certification; strong practical ITIL experience may also be considered
- Proven experience leading enterprise-scale ITSM programs in large and complex organizations. Strong hands-on experience with ServiceNow or equivalent enterprise ITSM platforms
- Experience in financial services, insurance, or other highly regulated industries is strongly preferred
- Familiarity with the Japanese regulatory and compliance environment, including FSA requirements, is a strong advantage
- Experience with vendor management, outsourcing governance, and multi-party service delivery models
- Proven track record of improving service quality, availability, and cost efficiency

Why should you apply:
- Long term work opportunity, plus WFH available
- Straightforward, get going culture
- Flexibility working time
- Users/ team are logical and easy to change 
- Great team dynamics and learning opportunity 
- Opportunities to learn/brush-up English/Japanese language


Company Details:
A leading global provider of property and casualty insurance, this company is known for its commitment to innovation, diversity, and employee development. With a strong presence in over 50 countries, employees have the opportunity to work in a dynamic and inclusive environment where personal and professional growth is encouraged. The company values collaboration, integrity, and excellence, offering comprehensive training, career development programs, and competitive compensation packages. A culture of respect and inclusivity is promoted, ensuring that employees feel empowered to contribute, grow, and make a difference in their roles while helping the organization deliver world-class insurance products and services globally.

Working Hours: 9:00 - 18:00 (Mon-Fri)
Working Style: 3 days’ work in office, and 2 days’ work from home
Holidays: Saturday, Sunday, National Holidays, Year-end and New Year Holidays, Paid Holidays
Services/Benefits: Transportation expenses up to 20,000 yen per month, plus Paid leave, plus social insurance (health insurance, welfare pension, and work-related accident insurance), Periodic health examination, and Employment insurance