Vice President, Infrastructure - San Diego, United States - Customized Services Administrators, Inc.

Description

Job Description

Why work with us?

The North American branch of Generali Global Assistance offers a diverse and inclusive work environment while employees work towards making real difference in the lives of our clients. As an Organization, we pride ourselves with offering white glove service while being mindful of corporate responsibility and our environmental footprint.

Employees enjoy a plethora of benefits to include:

• A diverse, inclusive, professional work environment
• Flexible work schedules
• Company match on 401(k)
• Competitive Paid Time Off policy
• Generous Employer contribution for health, dental and vision insurance
• Company paid short term and long term disability insurance
• Paid Maternity and Paternity Leave
• Tuition reimbursement
• Company paid life insurance
• Employee Assistance program
• Wellness programs
• Fun employee and company events
• Discounts on travel insurance

Pay Range: $225, $250, DOE)

Who are we?

Generali Global Assistance is proudly part of the Europ Assistance Group brand and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

• CSA: US travel insurance brand for retail and lodging partners. Learn more here.
• Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity, and cyber protection, and beneficiary companion products. Learn more here.
• GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here.
• Iris, Powered by Generali: identity and digital protection solution. Learn more here.
• Trip Mate: US travel insurance brand for tour operator, cruise and airline partners. Learn more here.

What you'll be doing.

Job Summary:

The Vice President, Infrastructure & Services has a track record of execution and operational success and will assure that all technical, operational, and business objectives are achieved. This individual reports to the Chief Information Officer and will assist in establishing and implementing the strategic IT goals in support of the Europ Assistance North America (EANA) and Europ Assistance Group (EAG) business. Essential to this position is the ability to develop and maintain highly constructive relationships and effective communication with parent company senior leaders (EAG), fellow constituents, business partners, and our strategic partners to deliver high quality and consistent service and support.

The individual in this role will be responsible for the delivery of all North America IT infrastructure, operations, and support services with a critical focus on increasing business performance, user experience, and enabling associate effectiveness through technology innovation and optimization techniques.? With a strong results orientation, this individual will be a key advocate throughout the organization working with stakeholders across multiple departments, regions, and countries on solutions to modernize our capabilities and position our technological foundation so that it is more resilient and flexible to rapidly adapt to business changes.

As a member of the EANA IT senior leadership team, this role will also be responsible for contributing to the sound planning, effective scheduling/resourcing of projects, exercising financial controls, focusing on appropriate technological investments, continuing to improve support/service quality, and solidifying detailed measurements against which to evaluate the performance of all functions within their scope of responsibility.

Specific IT domains of responsibility this role will be accountable for include:

• Service Desk Managed Services
• Infrastructure Managed Services (compute, storage, virtualization, connectivity, directory/domains, workplace productivity services, mobile, etc.)
• Telephony Services
• Infrastructure Engineering, Operations, & Support
• Infrastructure Project Delivery Management
• Site Level & End User Support Services
• Identity & Access Management

Principal Duties and Responsibilities:

• Ensure continuous, high-quality delivery of in-scope local and global IT Managed Services through partnership with EAG leadership on the oversight of innovation improvement targets, SLAs, end user feedback, monitoring of IT systems, and other quality service management processes and techniques.
• Professionalize local and global IT Managed Services through the adoption of ITIL methodologies.
• Support and enable the continuous improvement in IT delivery, infrastructure stability, support, and compliance through empowering and creating a quality vision, setting strategic goals, and implementing changes as needed to adapt and achieve these quality targets.
• Manage the technology and services in alignment with industry and company best practices ensuring operational excellence, security, compliance, reliability, scalability, performance, and cost optimization is maintained.
• Focus IT infrastructure initiatives on the following areas: technology innovation, modernization, digitalization, automation, rationalization, service availability, and on improving the associate technology experience.
• Develop and contribute to the local and global infrastructure strategy, roadmap, and governance.
• Spearhead the security operational safeguards needed to protect the infrastructure from intrusion, security threats, security weaknesses, software bugs, exploits, and access deficiencies.
• Oversee and govern the identity and access management policies, processes, and procedures necessary to maintain appropriate privileges and access across all systems, platforms, applications, and devices.
• Ensuring the timely processing of all work requests and that our execution adheres to all company protocols and policies.
• Champion the delivery of the IT Infrastructure project portfolio and ensure it is aligned with the strategic priorities and delivered successfully.
• Create, contribute, and maintain a balanced financial budget and forecasting model that accounts for and tracks all build and run related costs for your domain of responsibility and is in sync with EAG.
• Provide 24/7/365 IT support to the business.
• Foster a strong sense of teamwork between IT and other business leaders.
• Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary action.
• Develop, contribute, implement, and enforce appropriate IT policies and procedures necessary to alignment with departmental and company objectives.
• Establish and maintain regular written and in-person communications with the organization's executives, department heads, and end users regarding pertinent IT activities.
• Performs other duties as assigned by leadership.

Required / Desired Knowledge, Experiences and Skills:

Requirements:

• Knowledge and skills
• Exhibit high ethical leadership standards and creation of an environment of respect, consistent with the Company's values.
• Strong Communication and Consensus-Oriented Decision-Making skills. Strong interpersonal skills, including the ability to listen effectively and communicate in a proactive fashion.
• Proven ability to manage via influence and drive directional decisions, change, and operational excellence.
• Comfort level interacting, influencing, and lobbying at the C-Level.
• Strength in managing stakeholder expectations and negotiating mutually effective outcomes.
• A strategic planner with a high level of sound technical skills, analytical ability, good judgment, and strong operational focus.
• Ability to drive results, adapting tactics or breaking down barriers to achieve optimal, timely results.
• Ability to effectively prioritize and execute tasks in a high-pressure rapidly changing environment.
• Sound financial and budget acumen capable of creating forecast models and proposals.
• Excellent written and presentation ability.
• Highly self-motivated, self-directed, and attentive to details.

Technical Skills:

• Service Delivery and Performance Management (analytics, dashboarding, SLA, KPI, etc.)
• Expert understanding of distributed server platforms (Linux, Unix, Windows), compute, virtualization, storage, backup, networking, and firewall.
• Deep understanding of Cloud services (Azure and AWS) and their architectures.
• Advanced skillset with Microsoft Domain and Directory services, O365, VMware technology
• Strong knowledge of telephony (VOIP, IVR, PBX).
• Working knowledge of applicable laws and regulations as they relate to IT including GDPR, HIPAA, CCPA, and PCI DSS.

Job Experience:

• 12+ years of enterprise experience in IT services and support function, partnering with the business to meet and exceed service levels.
• 10+ years of relevant enterprise IT engineering and operations experience with increasing levels of responsibility.
• 8+ years of enterprise IT project experience taking initiatives from concept to successful delivery.
• 6+ years of enterprise senior IT leadership experience.
• 5+ years of directly and successfully managing an enterprise level Managed Service Provider (MSP) relationships and services.
• 3+ years of international and multicultural business experience

Education/Certifications:

Requirements:

• High School Diploma or Equivalent (GED) required.
• B.S. or B.A. in the field of Computer Science, Management Information Systems, Business, or equivalent in the combination of education and professional experience.

Travel Requirements:

• Travel up to 50%

Where you'll be doing it.

This is a hybrid role based out of our San Diego, CA office. As a hybrid role, you will be working onsite 2 days a week and working from home 3 days a week.

Apply today to begin your next chapter.

Don't meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

California Residents - Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here:

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company's Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.