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 performance, trends, and improvement actions using data-driven insights Build, coach, and develop a high-performing U.S.-based IT support team through structured performance management and skill development Foster a culture of accountability, service excellence, and continuous improvement across U.S. IT operations Own U.S. IT operational budget forecasting and financial management, ensuring alignment to annual planning cycles, responsible spend tracking, and adherence to approved budgets As an AVP within IT Support, it is expected that you will act as a member of the Global Incident Response team, and may be called upon to communicate, document and manage incidents Responsible for hiring and ensuring all team members are managed, supported, and developed Skills, Knowledge & Experience: Degree or equivalent experience in IT Services Operations with management experience of a team across multiple locations. Strong IT Services Delivery or IT Infrastructure background with 6+ years in a leadership role. Experience and confidence presenting to large groups and executive level audiences. Broad experience in multiple competency areas of IT Services and Operations delivery; examples are IT Asset management, IT Security Operations, IT Support, Software Support and Cloud Services Proven team leadership, coaching, staff development and mentoring skills. Effectively drives people, process and technology change in a dynamic complex operating environment supported by excellent collaboration and communication skills. Strategic thinker with the skills to define and drive strategic outcomes either directly or through others not directly under his/her supervision. Able to manage and negotiate numerous problems and issues faced, even if undefined and where information is difficult to obtain. Excellent written and oral communication skills, able to explain complex technical subjects to business leaders and business concepts to technologists in support of desired outcomes. Detail orientated and familiar with documentation standards especially in the field of Project Management. Proven project delivery experience with experience of leading project teams, use of project management tools and working with different project approaches such as Waterfall and Agile. Would be advantageous to have: Experience with JIRA, ServiceNow and firm understanding of IT processes. Experience defining and managing light-touch governance frameworks in a regulated entity. Experience in Budget creation, maintenance, and management. Familiarity of GRC standards and working practices. Familiarity with requirements for regulatory governing bodies such as SOX, FINMA, PRA, Lloyds. Leadership Competencies & Values: Impact: Sets objectives, delivers results, and implements policies/operational targets with direct impact on the department or individual work outcomes Execution: Proactively identifies resources, actions and timelines needed to achieve objectives, effectively balancing tactical pressures with broader implications and downstream impact Communication: Shares relevant information in a timely manner with stakeholders and conveys points of view in a way that influences opinions and demonstrates flexibility Client and solutions focus: Identifies process and service opportunities that enhance the external and internal client experience and outcomes Innovation: Stretches self and others to think differently and innovatively, drawing upon multiple sources for ideas and inspiration Learning mindset: Seeks out and explores new assignments, exposure, or challenges in order to enhance technical skills Values: Exemplifies and champions RenaissanceRe’s core values of Focus, Respect, Integrity, Precision, Passion We believe that meeting these requirements will position you for success in the role. However, if you fulfill most – but not all – of the expectations, we still encourage you to apply, as we are eager to explore your potential and believe in the ability to grow and learn. At RenaissanceRe, we believe in creating a workplace culture that fosters diversity, equity, and inclusion throughout our business. We have a zero-tolerance policy for harassment and discrimination and take proactive steps to make employees feel valued and empowered to contribute to our collective success. It is RenRe’s policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/ civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law. The fulltime base salary range for this position is $150,000 - $175,000 USD per year; base salary offered may vary based on job-related knowledge skills, and experience. The position is eligible for bonus and a comprehensive benefits package. This information is provided per the New York City Human Rights Law and applies to positions in New York City. Our people are our most valuable resource and core to our success. This is a fast-paced business environment, demanding a strong work ethic and a results-oriented approach. We offer competitive compensation and benefits, a comprehensive talent development program, and a reward system in which employees share in the success of the company. We are an engaged member of the communities in which we live and work and have a locally-led giving philosophy with generous employee matching program, global and local community grants and employee volunteerism. We seek diversity, create equity, and practice inclusion. Our people are at the heart of everything we do. We are an equal opportunity employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, disability, military status or other legally protected categories. RenaissanceRe is a global provider of reinsurance and insurance that specializes in matching well-structured risks with efficient sources of capital. The Company provides property, casualty and specialty reinsurance and certain insurance solutions to customers, principally through intermediaries. Established in 1993, the Company has offices in Bermuda, Australia, Ireland, Singapore, Switzerland, the United Kingdom and the United States. For more information about working at RenaissanceRe, visit RenaissanceRe Careers. For more information about RenaissanceRe, visit renre.com.