Executive Director, Global IT Client Services

You desire impactful work.
 

You’re RGA ready

RGA is a purpose-driven organization working to solve today’s challenges through innovation and collaboration. A Fortune 500 Company and listed among its World’s Most Admired Companies, we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.

Leads all aspects of RGA's global IT Client Services teams. Oversees and directs the work of teams spanning the Help Desk IT Service Management (ITSM) teams. Establishes goals, metrics, and determines opportunities for improvements, assigns individual responsibilities, and provides training opportunities for associates. Determines and acquires resources needed for projects and support activities. Participates in the development of policies, procedures, standards, controls and best practices. Supports IT related business planning requirements including, but not limited to budgeting, scheduling and workload planning.

Principle Duties:

• Lead multiple larger and more complex projects and/or technology initiatives and apply innovative solutions to drive efficiency for the RGA workforce.

• Perform supervisory duties including, but not limited to hiring, training, evaluating, coaching, and disciplining of direct reports. Mentor associates within the department.

• Demonstrates leadership in technology and client service at RGA. Publishes technology strategy documents internally. Evaluates and implements new technology appropriately.

• Maintains and fosters internal client relationships. Takes ownership of the relationship and ensure that clients’ objectives are met. Plans and manages resources ensuring all projects meet obligations and budget expectations.

• Develops and establishes strategic and long-range goals and direction for Client Services area of Global IT Infrastructure.

• Analyzes customer and business requirements, and assists team functions in the determination of priorities and application of resources.

• Perform other duties as assigned.

Qualifications:

Education:

• Bachelor’s Degree in Arts/Sciences (BA/BS) or equivalent experience

• Master’s degree in Arts/Sciences (MA/MS)

Work Experience:

• 10+ Years Information Technology or related systems experience with an emphasis on Client Service, Help Desk, and industry standard IT Service Management.

• Required 5+ Years management and technical leadership and supervisory experience in Information Technology.

Licenses & Certifications:

• ITIL Foundations – Required

Skills & Abilities:

• Advanced knowledge of Service Now and PagerDuty platforms – Required.

• Advanced knowledge of DataDog monitoring and alerting platform – Preferred

• Highly advanced project management skills. Demonstrates ability to evaluate project objectives and scope feasibility, gain understanding, schedule resources, and manage budget to plan.

• Advanced oral and written communication skills, demonstrating the ability to convey business terminology that is meaningful and well received by the customer.

• Advanced ability to work well within and manage a team. People management skills, demonstrating an ability to lead, mentor and develop staff.

• Ability to manage multiple projects and/or sub-teams simultaneously, including the ability to delegate key areas of responsibility

• Advanced analytical and problem-solving skills. Ability to adapt new methods and work under tight deadlines and stressful conditions.

• Experience negotiating IT contract terms.

• Demonstrated success working with internal and external stake holders including business clients, executive leadership, IT service owners and application development groups.

• Advanced knowledge of Service Now and standard ITIL processes; Incident, Request, Change & Problem Management, including CMDB, operational scorecards and metrics.

• Extensive knowledge of IT Service Management industry standards and how to effectively deploy them for global companies

• Experience negotiating with third party providers regarding service delivery and contract terms.

#LI-MC1 #LI-Hybrid

What you can expect from RGA:

• Gain valuable knowledge from and experience with diverse, caring colleagues around the world.

• Enjoy a respectful, welcoming environment that fosters individuality and encourages pi