Odyssey

Compensation

Full Description

Odyssey Reinsurance Company (OdysseyRe) is the global reinsurance arm of Odyssey Group, one of the world’s leading providers of reinsurance and specialty insurance. OdysseyRe offers a broad range of property, casualty, and specialty reinsurance products, providing capital and risk management solutions for clients to efficiently manage economic risk through a network of branch and representative offices across North America, Latin America, EMEA (Europe, Middle East & Africa), AsiaPacific and London.   OdysseyRe is an equal opportunity employer with excellent benefits and a strong commitment to providing training and opportunities for our staff. We provide employees an innovative, enriching environment and take great pride in their career growth.   OdysseyRe is rated A+ (Superior) by AM Best and AA- (Very Strong) by Standard and Poor’s. Odyssey Group is a subsidiary of Fairfax Financial Holdings Limited, which is traded on the Toronto Stock Exchange under the symbol FFH.   The ServiceNow Platform Manager is accountable for the overall strategy, architecture, and operational excellence of the enterprise ServiceNow platform. This leader will architect and direct the scalable, secure, and forward-thinking use of ServiceNow, managing a blended team of Employees, Consultants, and a large offshore workforce to deliver transformational digital solutions across the enterprise.  Key Responsibilities  Platform Strategy & Architecture  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.  Governance, Security & Compliance  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.  Team Leadership & Resource Management  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.  Operational Excellence & Service Delivery  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.  Development, Integration & Innovation  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.  Stakeholder Engagement & Communication  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.  Adoption, Training & Knowledge Management  Champion user adoption strategies and deliver ongoing training content.  Institutionalize best practices, documentation, and knowledge sharing throughout the organization and delivery teams.  Expanded KPIs/Success Metrics  Platform Architecture  Platform scalability score (users, business units, integrations supported).  of business processes migrated to unified ServiceNow architecture.  Number of successful architecture reviews with zero compliance findings.  Operational Performance  Uptime Availability: >99.95% (including during peak loads).  MTTR (Mean Time to Resolution): <2 hours for critical incidents.  Platform Performance Score: Average response time <2 seconds for key transactions.  Change & Release Management  of changes implemented with zero critical incidents or rollbacks (>99.5%).  Average cycle time from development to production for standard features (4 weeks).  Number of successful disaster recovery test scenarios performed per year.  Security & Compliance  Number of audit compliance findings (critical + 0; moderate = < 2 per year).  Time to remediate vulnerabilities (< 7 days for high risk).  Resource & Cost Management  Team attrition rate < 10% annually.  of on-budget delivery for projects (>95%).  Utilization rate (> 85% billable invested hours across teams).  Onboarding time for new offshore resources (<30 days to productivity).  Adoption & User Experience  User satisfaction score (target >4.5/5).  increase in workflow automation year-over-year.  of knowledge base and documentation accessed utilized by teams (>75%).  Business Impact  Number of business units processes transformed per year.  Value delivered as measured by hours saved, process efficiency, or cost reduction (document tangible outcomes).  Qualifications  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.  Nice to have - Bachelor's degree in Computer Science, Information Systems, or related field (Masters preferred).  Success Profile  Visionary architect, strategic thinker, and operational leader.  Collaborative across cultures and time zones, adept at stakeholder management.  Strong communicator able to articulate complex technical and business concepts to diverse audiences.  Location  This role will be Remote in the U.S. only, but with quarterly travel into our Stamford, CT headquarters for workshops and planning.      We are an E-Verify employer - all hired positions require successfully passing an E-Verify Check.   Navigate the links below to learn more about careers at OdysseyRe. 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