IT Support / Services Delivery Manager

Leading writer of Property & Casualty Reinsurance seeking a IT Support / Services Delivery Manager in their NY office with responsibility for ensuring high quality frontline support to our New York office, working closely with peers in the firm's global offices as part of the larger IT Infrastructure Services & Operations function. I have been supporting this client for 20 years, and I can sincerely say they have the best, most employee centric, corporate culture of any client I’ve worked with. Their global team shares a passion for solving their customers’ problems through a collaborative and entrepreneurial culture that empowers employees and rewards creative thinking.

This is an in-office position located in midtown Manhattan very close to all major transportation hubs.

For over three decades, the firm has helped its clients manage the risks of operating in a volatile and uncertain world. They’re experts in Property, Casualty, Specialty, Cyber and Credit reinsurance, consistently recognized for the innovative way they combine data, experience and technology to understand and manage large and complex risks across the world. They are also a business with a real social purpose - we help protect communities around the globe and enable prosperity for all. Our purpose drives us forward every day as we seek solutions to some of the world's most complicated challenges.

Position Summary

The AVP, IT Services Delivery Manager – North America will oversee the New York/US IT Services teams and processes, including but not limited to, the Asset management and IT Support ticket management platforms.

The role has responsibility for ensuring high quality frontline support to our New York office, working closely with peers in the firm's global offices as part of the larger IT Infrastructure Services & Operations function. Requires collaboration with business, shared services, and IT Infrastructure teams to understand business needs, implement new tools, applications and practices as required, ensuring appropriate support processes are in place. There is also a requirement to work within set security framework and supporting IT global efforts in maintaining a secure enterprise.

Responsible for process creation, and continual process improvement, working closely with Internal Audit and GRC to respond to both internal and external audits. Work closely with the Infrastructure and Operations team to ensure process and documentation are updated as required.

Ensuring the quality of IT Services delivered, managing stakeholders, risk and ensuring adherence to Company standards and practices.

The successful candidate will possess strong customer engagement, excellent written and verbal communication skills, project coordination experience, organizational and delivery skills, and a passion for continuous improvement. A strong focus on end user experience, drive for process/team improvement and in-depth understanding of IT Support tooling (such as JIRA & ServiceNow) is core to this position.

Key Responsibilities

• Directly manages U.S. IT Support team & operations, ensuring a consistent, high-quality end-user experience across the firm’s U.S. offices
• Establish, monitor, and enforce service standards to meet or exceed defined SLA targets across U.S.-based support services
• Ensure strong ownership of incidents and requests from initiation through resolution, with clear, proactive communication to U.S. business stakeholders
• Drive full adoption and disciplined use of ServiceNow as the system of record for all U.S. IT support activities
• Standardize and govern IT processes across incidents, requests, changes, and asset management within U.S. operations
• Maintain high availability and performance of core IT services supporting U.S. business functions through proactive monitoring and rapid issue resolution
• Minimize business disruption across U.S. offices through effective incident management, escalation handling, and preventative measures
• Execute and support U.S. Business Continuity (BCP) and Disaster Recovery (DR) processes, ensuring operational resilience and continuity of critical services
• Ensure compliance with U.S. regulatory, audit, and internal control requirements, including vulnerability remediation and audit readiness
• Maintain accurate, audit-ready IT asset and configuration records for U.S. operations
• Identify and deliver continuous improvement initiatives to enhance U.S. service quality, operational efficiency, and user satisfaction
• Evaluate platforms and processes supporting U.S. operations to drive optimization, cost efficiency, and modernization opportunities
• Collaborate with U.S. business stakeholders and global IT teams to align service delivery with business priorities and regional requirements
• Provide regular reporting on U.S. service performance, trends, and improvement actions using data-driven insights
• Build, coach, and develop a high-performing U.S.-based IT support team through structured performance management and skill development
• Foster a culture of accountability, service excellence, and continuous improvement across U.S. IT operations
• Own U.S. IT operational budget forecasting and financial management, ensuring alignment to annual planning cycles, responsible spend tracking, and adherence to approved budgets
• As an AVP within IT Support, IT is expected that you will act as a member of the Global Incident Response team, and may be called upon to communicate, document and manage incidents
• Responsible for hiring and ensuring all team members are managed, supported, and developed

Skills, Knowledge & Experience:

• Degree or equivalent experience in IT Services Operations with management experience of a team across multiple locations.
• Strong IT Services Delivery or IT Infrastructure background with 6 years in a leadership role.
• Experience and confidence presenting to large groups and executive level audiences.
• Broad experience in multiple competency areas of IT Services and Operations delivery; examples are IT Asset management, IT Security Operations, IT Support, Software Support and Cloud Services
• Proven team leadership, coaching, staff development and mentoring skills.
• Effectively drives people, process and technology change in a dynamic complex operating environment supported by excellent collaboration and communication skills.
• Strategic thinker with the skills to define and drive strategic outcomes either directly or through others not directly under his/her supervision.
• Able to manage and negotiate numerous problems and issues faced, even if undefined and where information is difficult to obtain.
• Excellent written and oral communication skills, able to explain complex technical subjects to business leaders and business concepts to technologists in support of desired outcomes. Detail orientated and familiar with documentation standards especially in the field of Project Management.
• Proven project delivery experience with experience of leading project teams, use of project management tools and working with different project approaches such as Waterfall and Agile.

Would be advantageous to have:

• Experience with JIRA, ServiceNow and firm understanding of IT processes.
• Experience defining and managing light-touch governance frameworks in a regulated entity.
• Experience in Budget creation, maintenance, and management.
• Familiarity of GRC standards and working practices.
• Familiarity with requirements for regulatory governing bodies such as SOX, FINMA, PRA, Lloyds.

Leadership Competencies & Values:

• Impact: Sets objectives, delivers results, and implements policies/operational targets with direct impact on the department or individual work outcomes
• Execution: Proactively identifies resources, actions and timelines needed to achieve objectives, effectively balancing tactical pressures with broader implications and downstream impact
• Communication: Shares relevant information in a timely manner with stakeholders and conveys points of view in a way that influences opinions and demonstrates flexibility
• Client and solutions focus: Identifies process and service opportunities that enhance the external and internal client experience and outcomes
• Innovation: Stretches self and others to think differently and innovatively, drawing upon multiple sources for ideas and inspiration
• Learning mindset: Seeks out and explores new assignments, exposure, or challenges in order to enhance technical skills
• Values: Exemplifies and champions the firm’s core values of Focus, Respect, Integrity, Precision, Passion