Director IT Service Delivery

Phoenix Companies Inc. Hartford , CT 06183

Posted 1 week ago

As a member of the Nassau Re IT team, the Director IT Service Delivery will be responsible for developing and establishing the practice based on Information Technology Infrastructure Library (ITIL) principles; oversee and coordinate delivery of multiple IT services. The Director will be responsible and accountable for change, incident and problem management processes while providing a centralized focus on service improvements.

Principal Duties and Responsibilities

  • Develop and maintain the Information Technology Service Management (ITSM) strategy and roadmap with alignment to broader IT strategy/goals

  • Develop and operationalize acceptance into service (AIS) process

  • Ensure timely completion of AIS process and/or feedback to ensure successful transition to production support/run

  • Identify and communicate risks and issues related to IT services; partner and collaborate with all stakeholders to develop and implement solution approach

  • Periodically assess capability and capacity of the service delivery team to effectively manage new services being onboarded

  • Oversee availability of various production platforms, partnering with internal and third-party support teams

  • Track and manage contractual and functional Service Level Agreements (SLA) across various platforms and engagements

  • Manage and actively direct the incident management process including communication and escalation through event resolution

  • Ensure timely root cause analysis, documentation and implementation of corrective actions

  • Develop, enhance and manage Change, Incident and Problems metrics; dashboard communication for IT management, Enterprise Risk assessment and external parties for of SLA communications

  • Accountable for enhancing current change management and incident management processes to improve IT service delivery

  • Key contributor in infrastructure and systems capacity planning

  • Drive continual service improvement; analyze service improvement recommendations; ensure quality control over all service improvement programs

  • Identify and recommend new approaches or alternative solutions, and assesses feasibility

Knowledge, Skills and Abilities

  • College degree, or specialized training / equivalent work experience

  • 10 years of experience in IT infrastructure and integrated applications management, of which at least 5 years of experience in IT service delivery management

  • Experience in establishing service delivery and change management processes

  • Ability to work in multi-vendor environment; supported by both domestic and offshore resources

  • Strong knowledge of ITIL principles; ITIL certification highly desired

  • Exposure and knowledge of Dev(Sec)Ops

  • Extremely strong in

  • Written and verbal communications

  • Collaboration and building partnerships

  • Interpersonal interactions and relationship management

  • Negotiation skills

Nassau Re was founded in 2015 and carries a tradition dating to 1851. Our business covers four segments: insurance, reinsurance, distribution and asset management, and our capabilities include life insurance and annuity products, life insurance sales and distribution, real estate investments, collateralized loan obligations and other asset management specialties, and reinsurance. As part of a young and growing financial services enterprise, our employees are tapping into a new entrepreneurial spirit while they build on a long track record of putting customers first, understanding the evolving income and protection needs, and developing quality products to meet those needs.


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