Technology & 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

Technology and Operations Director of Service Delivery

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
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