IT Service Delivery Manager

Berkshire Hathaway Specialty Insuance•Boston, MA

48d•$75,000 - $125,000

About The Position

Berkshire Hathaway Specialty Insurance (BHSI) has an exciting opportunity to lead our Global Technology Service Desk. We are seeking an accomplished and experienced IT Service Delivery Manager with a demonstrated history of supporting global organizations, and a strong commitment to customer service and effective leadership, to join our Global Digital Services team based out of our Stevens Point, WI or Boston, MA office locations. This role entails comprehensive oversight of all Global Technology Service Desk operations and is integral to the development and continuous improvement of service desk policies, procedures, documentation, and best practices. The successful candidate will manage IT delivery across multiple regions, supervising both BHSI and contracted personnel based in Boston, MA and India. The preferred candidate will have proven expertise in IT service management, team leadership, enterprise technologies, and client engagement on a global scale. As part of the Global Digital Services leadership team, this individual will contribute to defining support strategies for our cloud infrastructure, application monitoring, incident and problem management, and IT service management frameworks.

Requirements

Minimum of five years of experience in delivering and overseeing IT Service organizations
Expertise in ITIL framework or other industry-recognized service management methodologies
Strong technical background with desire and ability to be hands-on while leading a diverse team
Extensive familiarity of IT infrastructure, hardware, software, Microsoft platforms, cloud resources, network systems and end-user peripherals
Apply a detail-oriented observation focus, show logical thinking skills and an analytical mindset
Proven troubleshooting and problem-solving abilities
Experience supervising teams of local and offshore consultant resources as one, unified team
Quickly assess and understand the business use of the systems platform implemented
Excellent communication and interpersonal skills, proficient at working with a global user base
Hands-on, collaborative style with strong problem-solving abilities
Ability to professionally present ideas to all technical levels based on the audience
Think strategically while driving day-to-day operations ensuring alignment with company culture and objectives

Responsibilities

Leading a team of approximately 40 people both on and offshore, helping us grow our talent and skillsets.
Responsible for the overall development of the team, including recruiting, effective onboarding, and training of new teammates.
Lead the efforts to continuously improve the quality of service delivered by our Tech Service Desk
Leverage ITSM & ITIL frameworks to refine support processes, metrics, and end-user communication approaches
Oversee the process by which work is assigned and tracked for the team, ensuring proper ticket engagement
Own the day-to-day responsibilities associated with our asset management process to track and control corporate IT assets while keeping the inventory evergreen
Drive new approaches for monitoring and alerting on the health of our infrastructure and application platforms
Work with application teams to refine approaches to proactively understand status and trends
Act as a knowledgeable escalation path for front-line technology support engineers to route incidents to the appropriate SME
Manage our processes for tracking tickets and work with peers to collaboratively see requests and incidents to a timely resolution
Manage our service vendor relationship and the associated production Service Level Agreements, actively engage with service vendors to triage and resolve issues
Create a strategy for streamlining and process improvement by analyzing service requests for trends
Build and maintain strong relationships with internal teams, senior leadership, and technical resources throughout the organization to understand business needs and drive service excellence
Provide coaching, mentoring, and promote career and skill development for service desk engineers to grow their knowledge