IT Service Manager - New York, United States - ASCOT GROUP

ASCOT GROUP
ASCOT GROUP
Verified Company
New York, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
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.
  • Daytoday 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.
  • Coordination 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.
  • Handson 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 _
  • 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), Shortterm Disability, Longterm Disability, Other leaves (e.g., Bereavement, FMLA, Adoption, Maternity, Military, Primary & Non-Primary Caregiver) _
  • Retirement Benefits: Contributory Savings Plan (401k)_
More jobs from ASCOT GROUP
See all jobs of ASCOT GROUP