Vice President, U.S. Service Management

Ascot Group•NJ, NJ

10d•$185,000 - $200,000•Hybrid

About The Position

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. 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 Client Centric, Risk Centric and Technology Centric strategies. Built to be resilient, Ascot offers clients leading financial security while delivering bespoke products and world class service — both pre- and post-claims. Ascot exists to solve our clients’ brightest tomorrow, through agility, collaboration, resilience, and discipline. Ascot is embedding artificial intelligence (AI) and automation across the organization to enhance decision making, efficiency, and quality of outcomes. In this role, you will be expected to work confidently alongside AI enabled tools, apply sound judgment when interpreting insights, and adapt as technology continues to evolve. We value curiosity, critical thinking, and a willingness to embrace change as part of how we work. Reporting to the Senior Vice President - IT Service Management, the Vice President, U.S. Service Management is a member of the Group ITSM leadership team, this position shapes and drives the service management strategy across the U.S. region. In collaboration with the U.S. CIO Delivery Teams, the Vice President, U.S. Service Management aligns service management practices with business objectives, embedding service requirements throughout the technology lifecycle, from planning and design to implementation and support. This role also involves working with SD&T and Change Management functions to ensure seamless transitions from delivery to operations. Contributing to the overall IT service management strategy, the Vice President, U.S. Service Management works with senior leaders to drive continuous improvement and foster a culture of service excellence. Strong analytical skills are essential for assessing complex service management requirements and developing effective solutions. A proactive approach to problem-solving is required to minimize service disruptions and maximize stakeholder satisfaction. Building and maintaining strong relationships with key stakeholders, including senior executives, project managers, and technical teams, is crucial. The ability to communicate complex service management concepts to diverse audiences is essential, including delivering compelling presentations and reports that clearly articulate the value and impact of service management initiatives. This role is an in-office role with a hybrid work schedule.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent experience in a matrix organization.
15+ Years in the Technology industry, ideally from an insurance background with significant experience of operating within a Service Management organization at a leadership level.
Experience working in a Global organization with stakeholders across multiple time zones.
Willingness to travel domestically and internationally as reasonably requested.
Experience using Service Now, and more specifically familiar with how to produce reports, develop dashboards and provide metric insights.
Strong ITSM Change Management skills, with an understanding of Change Management principles.
ITIL V3 / V4 qualified to a minimum of foundation level.
Experience in managing continual improvement initiatives and service improvement plans.
Strong stakeholder management skills with an ability to influence decision making across IT and the business.
Ability to translate strategic plans into actionable, valuable delivery streams. Aligning priorities to business and technology objectives.
Formal reporting experience to an executive level

Responsibilities

Act as the strategic interface between the U.S. CIO Delivery and IT Service Management Teams, aligning Service strategy to support business outcomes.
Working in collaboration with U.S. CIO Leadership Team, document the Service Roadmap for new and changing technology platforms, ensuring that Service Design, Change and Transition are appropriately engaged throughout the delivery lifecycle.
When required, perform the role of the Major Incident Manager in alignment with Ascot’s MI Processes and Procedures.
Own and drive the Problem Management practice, coaching stakeholders through the process to ensure that problem tasks are completed in a timely manner to establish root cause and prevent re-occurrence.
Acting as a Senior escalation point within the ITSM Function for U.S. Business and IT Colleagues.
Organize, manage and deliver internal Service Reviews, working with the CIO leadership team to measure, report and improve service across all dimensions.
Provide ITSM leadership and coaching for colleagues and stakeholders across the U.S. ITSM and CIO functions.
Act as a delegate in meetings for the SVP – IT Service Management where required.
Measure, Report, Review and Improve existing Service Metrics, aligning insights with overall user experience with a drive to introduce or adapt KPIs to improve the overall Service Delivery.
Embody The Ascot Way, fostering trust, inclusivity, and collaboration while setting the standard for service quality, ownership, and individual accountability across the IT Service Management function.

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)
Paid holidays
Annual Paid Time Off (includes paid state /local paid leave where required)
Short-term Disability
Long-term Disability
Other leaves (e.g., Bereavement, FMLA, Adoption, Maternity, Military, Primary & Non-Primary Caregiver)
Contributory Savings Plan (401k)