Job Description
This is an opportunity to join Ascot Group - one of the world's preeminent specialty risk underwriting organizations.
Designed as a modern-era company operating through an ecosystem of interconnected global operating platforms, we're bound by a common mission and purpose: One Ascot. Our greatest strength is a talented team who flourishes in a collaborative, inclusive, and entrepreneurial culture, steeped in underwriting excellence, integrity, and a passion to find a better way, The Ascot Way.
The Ascot Way guides our people and our organization. Our underwriting platforms collaborate to find creative ways to deploy our capital in a true cross-product and cross-platform approach. These platforms work as one, deploying our capital creatively through our unique Fusion Model: Client Centric, Risk Centric, Technology Centric.
Built to be resilient, Ascot maximizes client financial security while delivering bespoke products and world-class service - both pre- and post-claims. Ascot exists to solve for our clients' brightest tomorrow, through agility, collaboration, resilience, and discipline.
Position Overview:
The U.S. IT Service Manager will work in close collaboration with the Service Management Office and broader ITSM leadership team, to establish strong relationships between technical support teams, third-party vendors, and internal business stakeholders. This position will provide the voice of the customer to IT and drive customer satisfaction through excellent communication, management of user expectations, and the translation of business service requirements to colleagues across IT. This role is crucial to delivering a positive perception of IT to the wider business and for ensuring that the wider Technology function is continuously improved to deliver a best-in-class service to our users.
Responsibilities:

• In conjunction with colleagues in the Service Management Office, the IT Service Manager US would be responsible for the following ITIL Practices:
• Service Reporting
• Service Level Management
• Partner Engagement
• Partner Management
• Transition Planning and Support
• Continual Service Improvement
• Responsible for the vendor and Ascot IT scorecarding process, gathering, and delivering feedback to identify an opportunity for continuous improvement.
• Working with key business stakeholders to understand upcoming projects and critical processing periods that need to be considered as part of wider IT Service Delivery planning.
• Manage and govern the design of new Services and the transition of support and maintenance into BAU.
• Implement service improvement plans where IT services for specific groups or departments have degraded in stability or quality.
• Day-to-day management of escalations received by the business.
• Regular service level reporting for IT, TDO, and business stakeholders alike.
• Understand and articulate the strategic roadmap of the business and the impact its objectives would have on IT Service requirements going forward.
• Co-ordination of IT support teams, identifying process and communication improvement opportunities.
• Engaging with Technology change projects to design communication plans for the Ascot business.
• Develop and document vendor management framework for Service Reviews and Scorecard process.
• Required to travel on occasion to other US offices.

Requirements:

• Ability to react quickly to critical incidents and escalations
• Previous experience working as an IT Service Delivery or Service Manager
• Knowledge of ITIL and the Service Lifecycle
• Confidence in taking ownership of IT Service issues, managing major incidents, completing problem management analysis, and reporting to an executive level.
• Can organize, produce reporting for, and chair service review boards.
• Hands-on experience using and reporting in Service Now.

•Formal ITIL training and qualifications are desirable but not essential.
***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, long-term incentives, and other forms of discretionary compensation awarded by the Company. The annualized base pay range for this role is: 130,000 - 150,000
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, Other leaves (e.g., Bereavement, FMLA, Adoption, Maternity, Military, Primary & Non-Primary Caregiver)
Retirement Benefits: Contributory Savings Plan (401k)