Service Delivery Manager

ABOUT US

At HUB International , we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference.

HUB is the 5th largest global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services.

ABOUT THE POSITION:

The Service Delivery Manager oversees a number of key functions within Technology and Operations to enable the delivery of a high-quality service to stakeholders and end users. The Service Delivery Manager is responsible for ensuring that the service provided across the range of Technology and Operations teams meets the quality standards, expectations, and requirements of HUB teams and employees.

MAJOR DUTIES:

• Planning and coordinating the delivery of services, ensuring that they are delivered on time and according to specifications.
• Owner of the Incident, Request and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• Co-owner of the major incident management process, especially prominent in the post-incident activities for service delivery lessons learned implementation.
• Monitoring and evaluating the performance and quality of the service, and helping to implement improvements or corrective actions as needed.
• Relationship management for service providing vendors.
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
• Communicating and collaborating with internal and external stakeholders, such as service or product providers, customers or clients, vendors, and suppliers.
• Managing and resolving any issues or complaints that may arise during or after the delivery of the service, and ensuring customer satisfaction.
• Preparing, maintaining, and presenting reports, records, and documentation related to the delivery of the service, such as service level agreements, contracts, invoices, feedback, and metrics.
• Champion Service and Support in projects and developing a strong understanding of projects impacting service areas and ensuring service impact is minimized and socialized.
• Identifying and implementing best practices, policies, and procedures for service delivery.
• Keeping up to date with the latest trends, developments, and innovations in the service industry, and adapting to changing customer or client needs and expectations.

QUALIFICATIONS:

• Demonstrate the ability to undertake the above responsibilities.
• Excellent communication and interpersonal skills.
• Exceptional problem-solving and decision-making skills.
• Experience in leading virtual and vendor partner teams.
• Able to work under pressure and meet deadlines.
• Able to manage sensitive and sometimes confidential information.
• High attention to detail and quality, the ability to monitor and evaluate performance and quality, and the drive to implement improvements or corrective actions as needed.
• Analytical and reporting skills.
• Able to demonstrate initiative and a proactive approach to daily tasks.
• Deep understanding of Operations and "run" aspects of IT, for back-end systems and end-user technology.
• Proven relationship management skills including the ability to work collaboratively with end-users and executive leaders (brokers and agents) in the business.
• Ability to partner with and collaboratively drive accountability with vendors and our internal teams.
• Strong negotiation and collaboration skills incorporating the ability to effectively work with all levels of the organization.
• Demonstrated high level analytical and problem-solving skills, including the ability to identify issues and risks and work with Hub stakeholders for resolution.
• Possess shared vision and values that create a culture of customer service, accountability, capability building.
• ITIL Qualified and demonstrated knowledge of ITIL disciplines.

REQUIREMENTS:

• Bachelor’s degree and minimum 8 years (or 15 plus years equivalent) of experience in leading IT Services, Operations, and/or infrastructure support services.
• Experience with Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
• Demonstrated management of IT metrics with proven statistical results.
• Demonstrated ability to show progress in process improvement.
• Demonstrated knowledge of IT Service Management tools and workflow.
• ServiceNow capabilities and use a plus.
• Lean Six Sigma knowledge, use, and skills a plus.
• ITIL certification or designation a plus.
• Insurance brokerage background a plus.

JOIN OUR TEAM

Do you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client-focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB International , you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service.