Stratus is looking for a VP of IT Operations and Service Management for a leading global provider of reinsurance and specialty insurance who is transforming the way in which IT delivers operational support services worldwide. Reporting to the SVP, Head of Infrastructure and Operations, we seek a Senior Leader to build and oversee our newly formed Converged Operations & Service Management group.
As leader of this group, you will:

Be the senior leader responsible for driving excellence in IT service delivery and ensuring exceptional client satisfaction.
Build and lead a dynamic team, align IT support services with business goals, and elevate the overall client experience through effective service delivery.
Lead implementation of a converged operational model consisting of Group’s IT Operations, Service Management and Command Center/Service Center organizations.
Design organization, and service delivery models ensuring:
- Clear accountability for desired outcomes,
- Clear definition of IT Services and related SLA’s
- Implementation of consistent practices supporting defined IT Services and processes,
- Development of meaningful reporting metrics and monitoring (proactive and reactive), and controls necessary to achieve committed service level agreements.
- Adoption of a continuous improvement philosophy as it relates to service delivery and staff development.

Key Responsibilities

Oversee Command Center, IT Production Support Operations, IT Service Desk and Desktop Support, Help Desk, Problem Management, Incident Management, and Change Management.
Lead IT Service Delivery teams in complex and dynamic environments requiring 24/7 support.
Be responsible for Production Support activities related to all Infrastructure Operations.
Ensure 99.9% uptime of systems and applications.
Collaborate with senior leadership to integrate ITSM into overall business strategies and ensure IT services meet current and future organizational needs.
Continuously evaluate and improve ITSM processes to enhance efficiency, reduce costs, and improve the overall quality of IT services including reduction of manual processes through automation.
Implement best practices and industry standards to ensure a consistent and effective approach to IT service delivery.
Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure the delivery of high-quality IT services.
Use AI and machine learning for process efficiency and better metrics, including faster identification of any issues in our systems.
Improve Digital Employee Experience (DEX) including proactive monitoring.
Ensure compliance with controls and processes in highly regulated and audited environments.
Implement and manage a robust service reporting framework, providing regular updates to executive leadership on the performance of IT services.
Drive a customer-centric approach to IT service delivery, ensuring that customer satisfaction is a key focus.
Build, lead, and mentor a high-performing ITSM team, fostering a collaborative and results-driven culture.
Collaborate with internal stakeholders to understand business needs and expectations, ensuring IT services contribute to overall organizational success.
Communicate effectively with all levels of the organization to gather feedback and make data-driven improvements to service delivery.
Create a collaborative environment that fosters creativity, innovation, and learning.
Be a thought leader within the organization, someone who can help advance our services strategy globally.

Requirements

12+ years of progressive experience in IT Service Management, with at least 5 years in a leadership role, managing team size of 10 or above.
At least 7 years’ experience of directly managing IT operations, service desk and helpdesk teams.
Proven experience in designing, implementing, and optimizing ITSM processes.
Strong understanding of ITIL framework and other relevant industry standards.
Expert knowledge of Service Now or similar platforms.
Excellent leadership and people management skills, with a track record of building and leading high-performing teams.
Success in leveraging both traditional practices, such as IT service management, and emerging methods, such as DevOps or DevSecOps.
Knowledge and understanding of cloud technology.
Strategic thinker with the ability to align IT services with business objectives.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Demonstrated experience in vendor management.
Knowledge of emerging technologies and their impact on IT service management.
Outstanding organizational, communication, interpersonal, relationship building skills conducive to collaboration; able to work well in a cross-functional, matrix management environment.
Excellent analytical and problem-solving skills with a history of hands-on, detail orientation.

Preferred Knowledge, Skills, Abilities
Experience with Windows operating systems, Window Desktop and Windows Server, Intune or SCCM.
Experience with databases. SQL Server
Experience with IAM and Entra/Active Directory
Experience with public Cloud services, Microsoft Azure experience preferred.
Experience in DevOps and DevSecOps processes, tools and services
IaaS (Infrastructure as a Service)
SaaS (Software as a Service)
Education: Required
Bachelor’s Degree, Master’s Degree OR a combination of college education and relevant experience equivalent to 4 years.

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VP of IT Operations and Service Management