Vice President, U.S. Service Management

Position Overview

The Vice President, U.S. Service Management is a member of the Group ITSM leadership team, shaping and driving the service management strategy across the U.S. region. This role aligns service management practices with business objectives, embedding service requirements throughout the technology lifecycle.

Responsibilities

• Align Service strategy to support business outcomes
• Document the Service Roadmap for new and changing technology platforms, ensuring Service Design, Change and Transition are appropriately engaged throughout the delivery lifecycle
• Perform the role of the Major Incident Manager in alignment with Ascot’s MI Processes and Procedures
• Own and drive the Problem Management practice, coaching stakeholders through the process to ensure problem tasks are completed in a timely manner to establish root cause and prevent re-occurrence
• Act as a Senior escalation point within the ITSM Function for U.S. Business and IT Colleagues
• Organize, manage and deliver internal Service Reviews, working with the CIO leadership team to measure, report and improve service across all dimensions
• Provide ITSM leadership and coaching for colleagues and stakeholders across the U.S. ITSM and CIO functions
• Act as a delegate in meetings for the SVP – IT Service Management where required
• Measure, Report, Review and Improve existing Service Metrics, aligning insights with overall user experience with a drive to introduce or adapt KPIs to improve the overall Service Delivery
• Embody The Ascot Way, fostering trust, inclusivity, and collaboration while setting the standard for service quality, ownership, and individual accountability across the IT Service Management function

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent experience in a matrix organization
• 15+ Years in the Technology industry, ideally from an insurance background with significant experience of operating within a Service Management organization at a leadership level
• Experience working in a Global organization with stakeholders across multiple time zones
• Willingness to travel domestically and internationally as reasonably requested
• Experience using Service Now, and more specifically familiar with how to produce reports, develop dashboards and provide metric insights
• Strong ITSM Change Management skills, with an understanding of Change Management principles
• ITIL V3 / V4 qualified to a minimum of foundation level
• Experience in managing continual improvement initiatives and service improvement plans
• Strong stakeholder management skills with an ability to influence decision making across IT and the business
• Ability to translate strategic plans into actionable, valuable delivery streams
• Aligning priorities to business and technology objectives

Company Benefits

• 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, Other leaves (e.g., Bereavement, FMLA, Adoption, Maternity, Military, Primary & Non-Primary Caregiver)
• Retirement Benefits: Contributory Savings Plan (401k)