Vice President, US Service Management
Ascot Group
Date: 1 day ago
City: Stamford, CT
Contract type: Full time
Job 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. 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.
Position Overview
The Vice President, US Service Management is a pivotal role reporting directly to the Senior Vice President - IT Service Management. As a member of the Group ITSM leadership team, this position shapes and drives the service management strategy across the US region.
In collaboration with the US CIO Delivery Teams, the Vice President, US 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, US 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.
Responsibilities
Compensation
Actual base pay could vary and may be above or below the listed range based on factors including but not limited to experience, subject matter expertise, and skills. The base pay is just one component of Ascot’s total compensation package for employees. Other rewards may include an annual cash bonus and other forms of discretionary compensation awarded by the Company.
The annualized base pay range for this role in the NY Metro area is:
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), Short-term Disability, Long-term Disability, Other leaves (e.g., Bereavement, FMLA, Adoption, Maternity, Military, Primary & Non-Primary Caregiver)
Retirement Benefits: Contributory Savings Plan (401k)
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.
Position Overview
The Vice President, US Service Management is a pivotal role reporting directly to the Senior Vice President - IT Service Management. As a member of the Group ITSM leadership team, this position shapes and drives the service management strategy across the US region.
In collaboration with the US CIO Delivery Teams, the Vice President, US 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, US 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.
Responsibilities
- Act as the strategic interface between the US CIO Delivery and IT Service Management Teams, aligning Service strategy to support business outcomes.
- Working in collaboration with US 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 US 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 US 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.
- 15+ Years in the Technology industry, ideally from an insurance background with significant experience of operating within a Service Management organisation at a leadership level.
- 5+ years Management and Leadership experience.
- Experience working in a Global organisation 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.
Compensation
Actual base pay could vary and may be above or below the listed range based on factors including but not limited to experience, subject matter expertise, and skills. The base pay is just one component of Ascot’s total compensation package for employees. Other rewards may include an annual cash bonus and other forms of discretionary compensation awarded by the Company.
The annualized base pay range for this role in the NY Metro area is:
- $190,000 - $205,000.
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), Short-term Disability, Long-term Disability, Other leaves (e.g., Bereavement, FMLA, Adoption, Maternity, Military, Primary & Non-Primary Caregiver)
Retirement Benefits: Contributory Savings Plan (401k)
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