IT Service Delivery Manager

Who are we?
A strategic and trusted insurance partner, Berkshire Hathaway Specialty Insurance (BHSI), provides a broad range of commercial property, casualty and specialty insurance coverages and outstanding service to customers and brokers around the world. Part of Berkshire Hathaway's insurance operations, we bring our solutions to market with our stellar brand name, top-rated balance sheet, and the expertise of our global team of professionals, who exude excellent capabilities and strong character.

We are a values-based organization where respect, integrity, excellence, collaboration, and passion define who we are and how we do business. We value diversity of backgrounds, experience, and perspectives and strive to foster an inclusive environment that enables all our team members to bring their best selves to work. We are one team committed to building a culture where every teammate has the opportunity to contribute and be recognized. Want to be part of the team building the finest property, casualty and specialty lines insurance company in the world?

Learn more about our unique culture and history.


Job Opportunity:

Berkshire Hathaway Specialty Insurance (BHSI) has an exciting opportunity to lead our Global Technology Service Desk. We are seeking an accomplished and experienced IT Service Delivery Manager with a demonstrated history of supporting global organizations, and a strong commitment to customer service and effective leadership, to join our Global Digital Services team based out of our Stevens Point, WI or Boston, MA office locations.


This role entails comprehensive oversight of all Global Technology Service Desk operations and is integral to the development and continuous improvement of service desk policies, procedures, documentation, and best practices. The successful candidate will manage IT delivery across multiple regions, supervising both BHSI and contracted personnel based in Boston, MA and India. The preferred candidate will have proven expertise in IT service management, team leadership, enterprise technologies, and client engagement on a global scale. As part of the Global Digital Services leadership team, this individual will contribute to defining support strategies for our cloud infrastructure, application monitoring, incident and problem management, and IT service management frameworks.

Duties & Responsibilities:

You will be leading a team of approximately 40 people both on and offshore, helping us grow our talent and skillsets. You will be responsible for the overall development of the team, including recruiting, effective onboarding, and training of new teammates.

• Lead the efforts to continuously improve the quality of service delivered by our Tech Service Desk
• Leverage ITSM & ITIL frameworks to refine support processes, metrics, and end-user communication approaches
• Oversee the process by which work is assigned and tracked for the team, ensuring proper ticket engagement
• Own the day-to-day responsibilities associated with our asset management process to track and control corporate IT assets while keeping the inventory evergreen
• Drive new approaches for monitoring and alerting on the health of our infrastructure and application platforms
• Work with application teams to refine approaches to proactively understand status and trends
• Act as a knowledgeable escalation path for front-line technology support engineers to route incidents to the appropriate SME
• Manage our processes for tracking tickets and work with peers to collaboratively see requests and incidents to a timely resolution
• Manage our service vendor relationship and the associated production Service Level Agreements, actively engage with service vendors to triage and resolve issues
• Create a strategy for streamlining and process improvement by analyzing service requests for trends
• Build and maintain strong relationships with internal teams, senior leadership, and technical resources throughout the organization to understand business needs and drive service excellence
• Provide coaching, mentoring, and promote career and skill development for service desk engineers to grow their knowledge

Qualifications, Skills and Experience:

• Minimum of five years of experience in delivering and overseeing IT Service organizations
• Expertise in ITIL framework or other industry-recognized service management methodologies
• Strong technical background with desire and ability to be hands-on while leading a diverse team
• Extensive familiarity of IT infrastructure, hardware, software, Microsoft platforms, cloud resources, network systems and end-user peripherals
• Apply a detail-oriented observation focus, show logical thinking skills and an analytical mindset
• Proven troubleshooting and problem-solving abilities
• Experience supervising teams of local and offshore consultant resources as one, unified team
• Quickly assess and understand the business use of the systems platform implemented
• Excellent communication and interpersonal skills, proficient at working with a global user base
• Hands-on, collaborative style with strong problem-solving abilities
• Ability to professionally present ideas to all technical levels based on the audience
• Think strategically while driving day-to-day operations ensuring alignment with company culture and objectives

BHSI Offers:

• A competitive package and exciting growth opportunities for career-oriented teammates.
• A dynamic, action oriented, and thoughtful environment centered on always doing the right thing for our customers, teammates, and our other stakeholders.
• A purposely non-bureaucratic organization that embraces simplicity over complexity and emphasizes individual excellence in a team framework.
• Benefits that support your life and well-being, which include:

• • Comprehensive Health, Dental and Vision benefits
  • Disability Insurance (both short-term and long-term)
  • Life Insurance (for you and your family)
  • Accidental Death & Dismemberment Insurance (for you and your family)
  • Flexible Spending Accounts
  • Health Reimbursement Account
  • Employee Assistance Program
  • Retirement Savings 401(k) Plan with Company Match
  • Generous holiday and Paid Time Off
  • Tuition Reimbursement
  • Paid Parental Leave

The base salary range for this position in Stevens Point, WI is $75,000 to $120,000, along with annual bonus eligibility. For the position based in Boston, MA, the base salary range is $80,000 to $125,000 along with annual bonus eligibility. Total compensation for a candidate is determined by their relevant skills, location, and experience. We value our teammates - both their capabilities and character - as demonstrated by our amazing culture.

NOTE: Compensation will be commensurate with experience. This job description is not intended to be all-inclusive. Team Member may perform other related duties as negotiated to meet the ongoing needs of the organization.