ITIL Process Owner and Design Engineer

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.

Position: Senior Process Architect (ITIL / ServiceNow)

Location: Stamford, CT (Hybrid)
Reporting to: Head of Infrastructure Operations / IT Transformation
Level: Senior Individual Contributor (Enterprise-wide scope)

Role Summary

We are seeking a Senior Process Architect to lead and accelerate our ITIL maturity journey as a core component of the 2026 IT strategy. This role will be accountable for designing, standardizing, and governing enterprise IT service management processes, ensuring they are auditable, scalable, and fully aligned with ITIL v4 best practices.

The Senior Process Architect will serve as the bridge between process, tooling, and operations, ensuring that ServiceNow is implemented as an enabler of mature ITIL processes—not just a workflow engine. This role is critical to improving operational efficiency, audit readiness, automation, and management reporting across the global IT organization.

Key Responsibilities

ITIL Process Design & Maturity

• Own the end-to-end design, documentation, and governance of ITIL processes, including:
• • Incident Management
  • Problem Management
  • Change Enablement
  • Asset & Configuration Management (CMDB / EUC Asset 360)
• Establish standardized process models, RACI, policies, and control points aligned to ITIL v4 and enterprise governance expectations.
• Drive measurable maturity improvements across people, process, and technology.

ServiceNow Architecture & Optimization

• Partner with the ServiceNow platform team to ensure process-first design of workflows, forms, data models, and integrations.
• Lead CMDB and data-mapping standards to enable accurate management reporting, workload analysis, and audit traceability.
• Reduce technical debt by ensuring scalable, supportable ServiceNow designs.

Automation & Efficiency

• Identify and prioritize automation opportunities across ticket routing, incident resolution, asset lifecycle management, and self-service.
• Collaborate with ServiceNow and AI teams to align ITIL processes with Moveworks and future AI-driven capabilities.
• Improve mean time to resolution (MTTR), service availability, and operational consistency.

Governance, Reporting & Audit Readiness

• Embed governance checkpoints into ITIL processes to support SOX, internal audit, and regulatory expectations.
• Improve quarterly and executive reporting related to:
• • Workload distribution
  • Time allocation
  • Service performance trends
• Ensure processes are repeatable, measurable, and defensible.

Strategic Program Enablement

• Serve as a foundational enabler for enterprise initiatives including:
• • ITIL Maturity Improvement Program
  • Moveworks AI rollout
  • Asset 360 / EUC modernization
  • Global ticket routing and follow-the-sun support
• Act as a trusted SME across Infrastructure, Service Desk, Security, and Business IT teams.

Required Experience & Skills

• 10+ years of experience in IT Service Management, ITIL process design, or IT operations transformation
• Deep hands-on experience designing ITIL processes within ServiceNow
• Strong knowledge of ITIL v4, with demonstrated experience driving maturity improvements
• Experience with CMDB, asset management, workflow design, and reporting data models
• Proven ability to work across global, matrixed organizations
• Strong communication skills with the ability to engage technical teams, leadership, and auditors
• ITIL certification required (ITIL v4 Managing Professional preferred)

Why This Role Is Essential

The ITIL Maturity Improvement Program is a cornerstone of our 2026 strategy. Without a dedicated senior process architect:

• Process standardization will remain fragmented and slow
• Automation and AI initiatives risk inconsistent adoption
• ServiceNow technical debt will continue to accumulate
• Governance and audit readiness will rely on manual workarounds

This role provides the single point of accountability required to move from good intent to sustained operational maturity.

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