Technology and Operations Director of Service Delivery

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. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence. 

 

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. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions. 

ABOUT THE ROLE

At HUB International, the Technology and Operations Director of Service Delivery holds both the leadership and management roles in a service management office (SMO) and is responsible for the delivery and performance of operational services. The Director of Service Delivery partners closely with the Director of Service Design to oversee and optimize and optimize end-to-end service management processes to ensure the highest level of service quality and customer satisfaction. The Director will embody and lead a culture of service, quality, risk management, and enabling governance that is focused on results.

Primary Responsibilities and Activities

• Oversee the execution of services, coordinating resources, and ensuring customer satisfaction
• Ensure services are delivered according to KPIs and SLAs.
• Manage third-party vendors and internal service and support teams to ensure seamless service delivery.
• Lead the incident and problem management processes to minimize service disruptions and ensure timely resolution.
• Act as a point of escalation for major incidents and service issues, ensuring effective communication and resolution
• Conduct root cause analysis and implement preventive measures to reduce recurring issues.
• Manage the change management process to ensure smooth and controlled implementation of changes.
• Oversee configuration management to maintain accurate and up-to-date records of IT assets and configurations.
• Identify areas for optimization in the delivery process and drive improvements.
• Ensure smooth transition from service design to service operations
• Build and maintain relationships with senior leadership and key SMO stakeholders to create a strong customer orientation across the organization.
• Provide strategic guidance, coaching, and mentoring to the SMO staff and delivery teams.

Primary Contacts

• Cross-functional TechOps Leaders and Team Members
• Service and Application Owners
• Corporate and Field leadership

Job Requirements

Education:  Bachelor’s degree in information technology, Business Administration, or a related field

Experience:

• 10+ years of experience in service management, with at least 5 years in a leadership role.
• Strong knowledge of ITIL framework and best practices.
• Proven track record of successfully managing service management operations in a complex environment.

Knowledge and Skills

• Excellent, clear, direct, compelling verbal and written communication and presentation skills, including the ability to explain IT concepts and technologies to business leaders and business concepts to the SMO staff.
• ITIL certification (Expert level preferred).
• Experience with service management tools and platforms (e.g., ServiceNow).
• Strong analytical and problem-solving skills with ability to think strategically and drive results.
• Ability to manage multiple priorities and work under pressure.
• Program/project management skills and experience
• Excellent analytical, strategic conceptual thinking, strategic planning and execution skills.
• Strong business acumen.
• Deep understanding of current and emerging technologies.
• Demonstrated ability to develop and execute a strategic resource plan.

Leadership

• Demonstrates strong emotional intelligence and respect for others
• Works daily with a planful, motivational, service-minded and goal-oriented attitude
• Encourages and facilitates cooperation and results
• Fosters an environment of collaboration and transparency
• Inspires, motivates and guides team members
• Fosters commitment, team spirit, pride and trust
• Allocates team roles and accountabilities

Building Relationships

• Solicits advice, support, championship, sponsorship and commitment for the success of SMO initiatives
• Procures and maintains support from key stakeholders in the enterprise to evolve and advance the SMO
• Builds both formal and informal professional networks, and extends these networks within, across and external to organizational boundaries
• Has the ability to build and leverage third party and off-shore relationships.

Influencing Others

• Commitment to keeping teams informed and engaged
• Communicates ideas or positions in a persuasive manner that builds support, agreement or commitment
• Takes actions that directly or indirectly influence others to create buy-in, gain trust and motivate actions in others, or win concessions without damaging relationships
• Possesses the ability to facilitate win-win solutions when conflicts emerge

Results Orientation

• Demonstrates curiosity and passion for progress
• Sets and accomplishes challenging goals
• Defines standards in terms of doing what is appropriate and doing it well
• Competes resourcefully and takes calculated risks to achieve results
• Naturally incorporates lessons learned into ways of working

Change Advocate

• Demonstrates personal commitment to change through actions and words
• Acts as the organizational change agent for improving SMO maturity and practices, in support of business/agency goals and strategy
• Mobilizes others within and outside the SMO to support and enable change efforts within individual initiatives and inside business/operations units

Strategic Technology Planning

• Develops plans that meet the architecture/technology needs of the organization
• Incorporates business priorities, strategies, goals, OKRs, KPIs, emerging technologies, industry trends and economic viability

Business Acumen and Enterprise Knowledge

• Solicits information on enterprise direction, goals and strategy to determine how the SMO function can add value to the organization and to customer satisfaction
• Makes decisions and recommendations clearly linked to the organization’s strategy and financial goals, reflecting an awareness of external dynamics

Working Conditions

Travel required: 20% travel across our North American HUBs (US and Canada).

Chicago preferred; open to remote

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. 

Disclosure required under applicable law in California, Colorado, Illinois, Maryland, Minnesota, New York, New Jersey, and Washington states: The expected salary range for this position is $185K to $200K and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. If you believe that your qualifications and experience surpass the minimum requirements for this role, we encourage you to submit your application. By doing so, we will be able to keep your application on file for consideration for potential future positions within our organization. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits such as vacation, sick, and personal days, and eligible bonuses, equity and commissions for some positions.   

Department Information Technology

Required Experience: 10-15 years of relevant experience

Required Travel: Up to 25%

Required Education: Bachelor's degree (4-year degree)

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .

EEOAA Policy

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