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. 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 more than 17,000 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 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 meet the quality standards, expectations, and requirements of HUB teams and employees. The Service Delivery Manager is the primary relationship manager for third party managed service providers that HUB partners with to staff Level 1, Level 1.5, and Level 2 services. The Service Delivery Manager partners closely with HUB service owners to develop, baseline, status, and improve service offerings, bringing the value of tools, data insights, and user support strategies to the service design. The Service Delivery Manager will be intimate with the service configurations in ServiceNow, the metrics that determine effective service delivery, and the levers available to influence service delivery quality.

Positioned within the Operations, Strategy and Planning zone at HUB, the Service Delivery Manager will partner closely with our ServiceNow Solution Manager, ServiceNow developers, Vendor Managers, Project Managers, CMDB Administrator, Data and Reporting Analysts , Business Analysts, Knowledge Managers, Learning and Change team members, Business Partners, and Financial Analysts to ensure services are created, curated, managed, supported, and socialized in an optimal way. On a daily basis, the Service Delivery Manager attends to issues or complaints that may arise and ensures that thorough assessment and problem solving occurs as follow up. This position requires the daily interaction with people, process, and technology to manage service expectations to a high standard.

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 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) in 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

Although hybrid Chicago is preferred, this role may consider remote candidates.

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.