IT Service Delivery Manager

Join Ascot Group

This is an opportunity to join Ascot Group - one of the world's preeminent specialty risk underwriting organizations.

Designed as a modern-era company operating through an ecosystem of interconnected global operating platforms, we're bound by a common mission and purpose. Our greatest strength is a talented team who flourish in a collaborative, inclusive, and entrepreneurial culture, steeped in underwriting excellence, integrity, and a passion to find a better way, The Ascot Way.

The Ascot Way guides our people and our organization. Our underwriting platforms collaborate to find creative ways to deploy our capital in a true cross-product and cross-platform approach. These platforms work as one, deploying our capital creatively through our Client Centric, Risk Centric and Technology Centric strategies.

Built to be resilient, Ascot offers clients leading financial security while delivering bespoke products and world class service — both pre- and post-claims. Ascot exists to solve for our clients' brightest tomorrow, through agility, collaboration, resilience, and discipline.

Ascot is embedding artificial intelligence (AI) and automation across the organization to enhance decision-making, efficiency, and quality of outcomes. In this role, you will be expected to work confidently alongside AI-enabled tools, apply sound judgment when interpreting insights, and adapt as technology continues to evolve. We value curiosity, critical thinking, and a willingness to embrace change as part of how we work.

Job Summary

Reporting to the Senior Vice President, IT Service Management, the IT Service Deliver Manager (SDM) will be responsible for the delivery of IT Desktop Support, Service Desk and Access Management practices, to the US user base across all offices and remote worker contingencies. Working closely with the SDM for London and Bermuda, the US SDM will be jointly responsible for Request, Knowledge, Incident and Access Management, as well as ownership of end user escalations. With a key focus on leadership, communication, stakeholder engagement, vendor management and continuous improvement, this role will be pivotal to the success of the Global Ascot IT Service Management team. This will be an in-office role with a hybrid work schedule.

Responsibilities

• As a member of the ITSM Management team, contribute towards the overall strategy and development of team objectives.
• Lead and manage a hybrid team of outsourced and FTE Service Desk and Desktop support colleagues.
• Ownership and development of key stakeholder relationships.
• Management and resolution of end user escalations and analysis of CSAT feedback pertaining to end user feedback surrounding the performance of the Service Desk and Desktop Support teams.
• Service Reporting, relating to Service Desk and Desktop Performance inline with agreed SLT's and core KPI's.
• Where required, perform the role of Major Incident Manager, in line with the responsibilities outlined in the Policy, following the instructions outlined in the process and procedure documentation.
• Identify, record, and deliver continuous improvement opportunities.
• Ensure that Policy, Process and Procedure documentation is written, reviewed, approved and continuously updated in line with agreed cadence.
• Work closely with business change IT project and business stakeholders, to ensure the successful transition of new or changing IT services into support.
• Management of critical outsourced partners, including but not limited to Service Desk, Desktop Support, AV / VC and hardware suppliers.
• Overall responsibility for the procurement, storage, provision, support and maintenance of all end user hardware that is documented as part of the standard EUC policy.
• Management and co-ordination of exception requests to the end user hardware policy.
• Responsible for the support of the management of the desktop image (laptops).
• Demonstrate The Ascot Way by collaborating across teams, embracing inclusivity, and demonstrating accountability while helping build an engaged, high-performing culture.

Requirements

• Minimum 5+ Years experience in management of Desktop Support and Service Desk teams.
• Bachelor's degree in Information Technology or related field or equivalent experience required.
• Strong understanding of the ITIL framework (V3 / V4).
• Extensive experience working with Service Now.
• Strong Partner engagement and management skills.
• Ideally, previous experience within the (re)-insurance market.
• Excellent written and oral communication skills with an ability to generate high-quality presentation materials.
• Proven track record of excellent attention to detail and a desire to continuously deliver a first-class user experience.
• Must be positive, self-motivated, and possess strong interpersonal and communication skills.
• Highly customer-centric both internally and externally.
• Strong problem solving and decision-making abilities.
• Strong collaborative skills in a fast-paced team-centric environment.

**This role can be filled at a different level, depending on experience.**

Compensation

Actual base pay could vary and may be above or below the listed range based on factors including but not limited to experience, subject matter expertise, and skills. The base pay is just one component of Ascot's total compensation package for employees. Other rewards may include an annual cash bonus and other forms of discretionary compensation awarded by the Company.

The annualized base pay range for this role is: $155,000 - $165,000

Company Benefits

The Company provides a competitive benefits package that includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Life Insurance, AD&D, Work/Life Resources (including Employee Assistance Program), and more
• Leave Benefits: Paid holidays, annual Paid Time Off (includes paid state /local paid leave where required), Short-term Disability, Long-term Disability, Other leaves (e.g., Bereavement, FMLA, Adoption, Maternity, Military, Primary & Non-Primary Caregiver)
• Retirement Benefits: Contributory Savings Plan (401k)