At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.
HUB is the 5th largest global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.
ABOUT THE ROLE
The Director, IT Service Management & User Experience is accountable to enable successful user outcomes through conscientious incident, request, problem, availability, continuous improvement, and vendor management practices based on ITIL, furnish forward-thinking end user computing experiences, and establishing, measuring, and reporting on KPIs for vendors, services, processes, operations, and delivery.
The productivity, user experience, and seamless continuity of IT services depend on the success of the individual in this role leading the team that is the face of IT to 15,000 HUB users.
Major initiatives:
Migration to HUB-owned ServiceNow instance to enable new modules, integration, and automation.
Establish new contract and user experience success metrics with IT service desk partner.
Managed Desktop RFP to source, provision, lifecycle manage end user equipment, and provide field services to HUB locations.
Establish new Operations Center capability using a managed service partner.
Zero touch new user onboarding using new PC provisioning tools, process, and documentation.
Responsibilities:
Reporting to the Vice President, Infrastructure and Operations, this role contributes directly to the strategy, development, and quality of HUB’s IT service management and service delivery capabilities.
Owns specific IT services and ensures their effective delivery, management, and improvement to meet business needs. Partners and collaborates with other teams to deliver a holistic IT service management program with a coordinated set of continuous improvement initiatives.
Champion for good user experiences: measures, baselines, and uses learned insights tactically and strategically to save time, maximize user and IT productivity, and take human effort out of what we do.
Active driver in underlying operational processes and directs continuous improvement across the supporting teams to meet existing customer contracts/statements of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
Creates, monitors, and reports on a comprehensive set of metrics and KPIs based on the IT service deliverables and agreements.
Develops short-, intermediate-, and long-term service goals, and refining achievable maturity levels over the specified time.
Uses data as an ally to drive managed internal and service partner SLA performance and to hold service partners accountable to contract provisions.
Works within the management structure to provide thought leadership on ITIL process development, the current maturity level, roadmap, and strategic direction.
Qualifications:
Able to demonstrate the ability to undertake the above responsibilities
At least 10 years’ experience delivering IT Service Management through a structured approach, in a corporate environment (e.g., ISO2000, ITIL v3, ITIL 4).
Excellent communication skills and able to distill messages to all levels of the organization.
Maintains industry knowledge, advises I&O leaders of current trends relating to technology domains.
Passionate about resilient, high performance delivery of services.
Able to work under pressure and meet deadlines.
Able to manage sensitive and sometimes confidential information.
Demonstrable experience in leading virtual and vendor partner teams.
Demonstrated ability to manage service provider relationships and contracts.
Demonstrated ability to work in diverse environment applying IT service management principles.
Able to anticipate the operational impacts of proposed solutions, enumerate potential risks, and develop contingency plans.
Able to define acceptance criteria to make new capabilities and services operational.
Able to engage cross-functionally to define, clarify, and raise appropriate questions about technologies and process changes being considered.
Able to demonstrate initiative and a proactive approach to daily tasks.
Enthusiastic technology early adopter seeking opportunities for new end user computing capabilities and productivity, and reducing ticket volumes through automation, self-healing, and self-service.
In a fast-paced environment, demonstrates responsive customer focus that aims to delight end users, and meet and exceed expectations.
Deep understanding of Operations and "run" aspects of IT, for back-end systems and end-user technology.
Service, project, and results-orientation, with strong analytical and problem-solving skills.
High-energy work ethic, ability to establish vision, drive change, and deliver results.
Able to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
Knowledge of developing and managing SLAs, OLAs, KPIs, and critical success factors for IT Services, processes, operations, and work environments.
Knowledge of developing and managing continuous improvement programs.
ITIL 4 Strategic Leader (SL) or ITIL 4 Master certification strongly preferred.
Project Management certification preferred.
JOIN OUR TEAM
Do you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service.
Disclosure required under applicable law in California, Colorado, Illinois, Maryland, Minnesota, New York, New Jersey, and Washington states: The expected salary range for this position is $185K to $200K and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. If you believe that your qualifications and experience surpass the minimum requirements for this role, we encourage you to submit your application. By doing so, we will be able to keep your application on file for consideration for potential future positions within our organization. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits such as vacation, sick, and personal days, and eligible bonuses, equity and commissions for some positions.
Department Information TechnologyRequired Experience: 10-15 years of relevant experienceRequired Travel: Up to 25%Required Education: Bachelor's degree (4-year degree)HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .
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