AVP, IT Services Delivery Manager (North America)

RenaissanceRe•New York, NY

4d•$150,000 - $175,000•Hybrid

About The Position

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 RenRe’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.

Requirements

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.

Nice To Haves

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.

Responsibilities

Directly manages U.S. IT Support team & operations, ensuring a consistent, high-quality end-user experience across RenRe 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