IT Service Delivery Manager

Job Description

Reporting to the SVP - IT Service Management, the successful candidate will be responsible for the Delivery of IT Desktop Support, Service Desk, and Access Management practices, to the US user base across all offices and remote worker contingencies.

Working closely with the SDM for London and Bermuda, the US SDM will be jointly responsible for Request, Knowledge, Incident, and Access Management, as well as ownership of end-user escalations.

With a key focus on leadership, communication, stakeholder engagement, vendor management, and continuous improvement, this role will be pivotal to the success of the Global Ascot IT Service Management team.

Essential Functions And Duties

• As a member of the ITSM Management team, contribute towards the overall strategy and development of team objectives.
• Lead and manage a hybrid team of outsourced and FTE Service Desk and Desktop support colleagues.
• Ownership and development of key stakeholder relationships.
• As a member of the ITSM Management team, contribute towards the overall strategy and development of team objectives.
• Management and resolution of end-user escalations and analysis of CSAT feedback on end-user feedback surrounding the performance of the Service Desk and Desktop Support teams.
• Service Reporting, relating to Service Desk and Desktop Performance line with agreed SLTs and core KPIs.
• Where required, perform the role of Major Incident Manager, in line with the responsibilities outlined in the Policy, following the instructions outlined in the process and procedure documentation.
• Identify, record, and deliver continuous improvement opportunities.
• Ensure that Policy, Process, and Procedure documentation is written, reviewed, approved, and continuously updated in line with the agreed cadence.
• Work closely with business change IT project and business stakeholders, to ensure the successful transition of new or changing IT services into support.
• Management of critical outsourced partners, including but not limited to Service Desk, Desktop Support, AV / VC, and hardware suppliers.
• Overall responsibility for the procurement, storage, provision, support, and maintenance of all end-user hardware that is documented as part of the standard EUC policy.
• Management and coordination of exception requests to the end user hardware policy.
• Responsible for the support of the management of the desktop image (laptops).
  
  

Experience And Skills Required

• Minimum 5+ Years experience in the management of Desktop Support and Service Desk teams.
• Strong understanding of the ITIL framework. (V3 / V4)
• Extensive experience working with Service Now.
• Strong Partner engagement and management skills.
• Ideally, previous experience within the (re)-insurance market.
• Excellent written and oral communication skills with an ability to generate high-quality presentation materials.
• Proven track record of excellent attention to detail and a desire to continuously deliver a first-class user experience.
• This position may be filled at a different level, depending on experience***
  
  

Compensation

Actual base pay could vary and may be above or below the listed range based on factors including but not limited to experience, subject matter expertise, and skills. The base pay is just one component of Ascot’s total compensation package for employees. Other rewards may include annual cash bonuses, and other forms of discretionary compensation awarded by the Company. The annualized base pay range for this role is $150,000 - $165,000.

Company Benefits

The Company provides a competitive benefits package that includes the following (eligibility requirements apply):

Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Life Insurance, AD&D, Work/Life Resources (including Employee Assistance Program), and more.

Leave Benefits: Paid holidays, annual Paid Time Off (includes paid state /local paid leave where required), Short-term Disability, Long-term Disability, and Other leaves (e.g., Bereavement, FMLA, Adoption, Maternity, Military, Primary & Non-Primary Caregiver).

Retirement Benefits: Contributory Savings Plan (401k)