IT Service Delivery Lead

HDI Global Insurance Company•Chicago, IL

About The Position

The IT Service Delivery Lead is responsible for effective, consistent, and business-aligned delivery of IT support services across the organization. The role provides operational leadership for IT Service Management (ITSM), Service Desk operations, end-user support, user lifecycle processes, knowledge management, and managed service providers. It owns and continuously improves core ITIL practices, including Incident, Service Request, Problem, and Change Management, and serves as the primary operational escalation point for complex service issues. The position works with internal IT teams, business stakeholders, and third-party providers to improve service quality, user experience, operational efficiency, and service reliability. HDI Global Insurance Company is a commercial property and casualty insurer headquartered in Chicago, Illinois, and a wholly owned subsidiary of HDI Global SE. It manages the industrial lines division of the Talanx Group and provides domestic and global insurance solutions to U.S.-based multinational and middle-market companies. Its Xcelerate29 direction emphasizes profitable growth, global consistency, digital transformation, AI acceleration, cost leadership, collaboration, and building a future-ready workforce. The role leads ITSM processes and Service Desk operations; oversees end-user support and employee onboarding and offboarding; manages escalations, reporting, knowledge practices, vendors, and service providers; and drives governance and continual improvement. Compensation is a base salary of $135,000–$180,000, with eligibility for a performance-based annual bonus. Actual compensation depends on experience, education, and geographic location. Applicants must be legally authorized to work in the United States, and employment is contingent on a successful background check.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or an equivalent combination of education and experience.
Experience in IT service delivery, IT operations, Service Desk leadership, end-user support, or related support management roles.
Strong knowledge of ITIL practices, including Incident Management, Service Request Management, Problem Management, Change Management, Knowledge Management, and Service Level Management.
Experience managing, coordinating, or overseeing third-party IT service providers.
Experience leading service improvement initiatives and operational process enhancements.
Strong understanding of IT support operations, service delivery models, and end-user support practices.
Strong analytical, organizational, prioritization, and problem-solving abilities.
Strong written and verbal communication skills and ability to communicate effectively with technical and business audiences.
Ability to manage competing priorities in a fast-paced operational environment.
Experience creating operational reports, dashboards, metrics, and executive-level summaries.
Demonstrated ability to build relationships and collaborate across multiple teams and stakeholders.
Legally authorized to work in the United States.
Successful completion of a background check as a condition of employment.

Nice To Haves

ITIL 4 Foundation certification or advanced ITIL certification.
Experience administering or supporting enterprise ITSM platforms such as ServiceNow.
Experience working in regulated, compliance-focused, or audit-intensive environments.
Familiarity with Microsoft 365, endpoint management, identity and access management, networking, cloud infrastructure, and information security concepts.
Experience supporting geographically distributed teams and multiple office locations.
Experience implementing workflow automation, self-service solutions, and knowledge-centered support practices.
Experience managing Service Desk vendors, managed service providers, or outsourced support organizations.

Responsibilities

Own and continually improve Incident, Service Request, Problem, and Change Management processes, ensuring they are documented, standardized, measured, and followed.
Define ITSM process ownership, workflows, roles, responsibilities, escalation paths, and service-level expectations.
Facilitate major incident response, stakeholder communications, service restoration, and post-incident reviews.
Drive Problem Management and root-cause analysis to reduce recurring incidents.
Coordinate Change Advisory Board (CAB) meetings and oversee change assessment, approval, communication, and review.
Provide operational oversight of Service Desk and end-user support functions; monitor ticket queues, resolution performance, backlog, escalations, and service effectiveness.
Ensure incidents and service requests are accurately categorized, prioritized, documented, and resolved, with appropriate escalation procedures across internal and external support teams.
Identify service-delivery improvements through automation, self-service, ticket-reduction initiatives, and shift-left support; ensure adequate coverage for critical systems and office locations.
Oversee support for laptops, desktops, mobile devices, collaboration platforms, peripherals, and workplace technology, including device deployment, troubleshooting, replacement, and lifecycle management.
Coordinate resolution of complex issues involving multiple support teams or vendors and partner with technical and business teams to improve service reliability and quality.
Ensure support practices align with security, compliance, and operational requirements.
Serve as a senior escalation point for complex or high-impact incidents and maintain technical ownership and accountability through resolution.
Escalate business-critical issues, ensure incident records accurately document troubleshooting, business impact, and resolution, and lead or coordinate root-cause analysis and post-incident reviews.
Oversee onboarding, transfers, role changes, and offboarding; coordinate account provisioning, access, equipment, application access, and asset recovery within service-level targets.
Partner with Human Resources, hiring managers, Information Security, and technical teams to improve employee lifecycle processes and ensure approvals, changes, assignments, and records are documented and auditable.
Develop and maintain a structured knowledge management program, including standards for article creation, approval, maintenance, and retirement.
Keep technical documentation and knowledge articles current, accurate, searchable, and useful; use service data to identify documentation gaps and promote knowledge reuse and self-service.
Develop and maintain service dashboards, operational reports, and metrics; track SLAs, operational targets, and KPIs across ticket volume, resolution, backlog, incidents, changes, customer satisfaction, lifecycle completion, knowledge utilization, and provider performance.
Translate service data into improvement plans and present trends, risks, performance gaps, and opportunities to IT leadership, emphasizing business outcomes and user experience.
Manage day-to-day operational relationships with managed service providers and external vendors; establish service expectations, metrics, escalation procedures, and reporting requirements.
Conduct provider service reviews; evaluate SLA performance, ticket quality, staffing coverage, recurring issues, and customer satisfaction; track corrective actions and verify commitments are completed.
Ensure vendor activities comply with organizational policies, security requirements, and contracts; support contract reviews, service transitions, provider onboarding, renewals, and vendor changes.
Identify and drive improvements in operational efficiency, user satisfaction, service quality, automation, and service delivery maturity; support IT governance and operational best practices.
Maintain audit-ready processes and documentation supporting operational compliance requirements.