AVP, IT Services Delivery Manager (North America)

RenaissanceRe is a leading writer of Property & Casualty Reinsurance. For over 25 years, we have helped customers and communities recover and build resilience through our industry-leading ability to understand risk, source efficient capital and rapidly pay claims.

Our global team shares a passion for solving our customers’ biggest problems through a collaborative and entrepreneurial culture that empowers employees and rewards creative thinking.

AVP, IT Services Delivery Manager – North America

About RenaissanceRe

For over three decades, RenaissanceRe has helped its clients manage the risks of operating in a volatile and uncertain world. We’re experts in Property, Casualty, Specialty, and Credit reinsurance, consistently recognized for the innovative way we combine data, experience and technology to understand and manage large and complex risks across the world. We are also a business with a real social purpose - we help protect communities around the globe and enable prosperity for all. Our purpose drives us forward every day as we seek solutions to some of the world's most complicated challenges. To learn more, please visit us at Careers - RenaissanceRe (renre.com). 

Position Summary

The AVP, IT Services Delivery Manager – North America will oversee the New York/US IT Services teams and processes, including but not limited to, the Asset management and IT Support ticket management platforms.

The role has responsibility for ensuring high quality frontline support to our New York office, working closely with peers in RenRe’s global offices as part of the larger IT Infrastructure Services & Operations function. Requires collaboration with business, shared services, and IT Infrastructure teams to understand business needs, implement new tools, applications and practices as required, ensuring appropriate support processes are in place. There is also a requirement to work within set security framework and supporting IT global efforts in maintaining a secure enterprise.

Responsible for process creation, and continual process improvement, working closely with Internal Audit and GRC to respond to both internal and external audits. Work closely with the Infrastructure and Operations team to ensure process and documentation are updated as required.

Ensuring the quality of IT Services delivered, managing stakeholders, risk and ensuring adherence to Company standards and practices.

The successful candidate will possess strong customer engagement, excellent written and verbal communication skills, project coordination experience, organizational and delivery skills, and a passion for continuous improvement. A strong focus on end user experience, drive for process/team improvement and in-depth understanding of IT Support tooling (such as JIRA & ServiceNow) is core to this position.

Key Responsibilities

• Directly manages U.S. IT Support team & operations, ensuring a consistent, high-quality end-user experience across RenRe U.S. offices

• Establish, monitor, and enforce service standards to meet or exceed defined SLA targets across U.S.-based support services

• Ensure strong ownership of incidents and requests from initiation through resolution, with clear, proactive communication to U.S. business stakeholders

• Drive full adoption and disciplined use of ServiceNow as the system of record for all U.S. IT support activities

• Standardize and govern IT processes across incidents, requests, changes, and asset management within U.S. operations

• Maintain high availability and performance of core IT services supporting U.S. business functions through proactive monitoring and rapid issue resolution

• Minimize business disruption across U.S. offices through effective incident management, escalation handling, and preventative measures

• Execute and support U.S. Business Continuity (BCP) and Disaster Recovery (DR) processes, ensuring operational resilience and continuity of critical services

• Ensure compliance with U.S. regulatory, audit, and internal control requirements, including vulnerability remediation and audit readiness

• Maintain accurate, audit-ready IT asset and configuration records for U.S. operations

• Identify and deliver continuous improvement initiatives to enhance U.S. service quality, operational efficiency, and user satisfaction

• Evaluate platforms and processes supporting U.S. operations to drive optimization, cost efficiency, and modernization opportunities

• Collaborate with U.S. business stakeholders and global IT teams to align service delivery with business priorities and regional requirements

• Provide regular reporting on U.S. service perfo