Technology and Operations Director of Service Design

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ABOUT US

At HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities.

We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees.

As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices.

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 property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services.

With over 17,000 employees in more than 550 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

ABOUT THE ROLE

At HUB International, the Technology and Operations’ Director of Service Design holds both the leadership and management roles in a service management office (SMO) and is responsible for planning, designing and updating value-driving services that lay the foundation for service delivery.

The Director of Service Design partners closely with the Director of Service Delivery to oversee and optimize end-to-end service management processes to ensure the highest level of service quality and customer satisfaction.

The Director will embody and lead a culture of service, quality, risk management, and enabling governance that is focused on results.

Primary Responsibilities and Activities

• Oversee the creation, planning, and architecture of services that align with both business needs and customer expectations.
• Align (and realign) service designs with customer expectations and business objectives.
• Collaborate with stakeholders to gather comprehensive service requirements that drive the process design, knowledge compilation, metric definition, and toolset development for implementation.
• Ensure smooth transition from service design to service operations.
• Manage teams that support all aspects of ServiceNow administration.
• Drive engagement of service providing teams to leverage service design and service knowledge to optimize service delivery.
• Build and maintain relationships with senior leadership and key SMO stakeholders to create a strong customer orientation across the organization.
• Own the tool set / s and communication channels that support the work of the SMO.
• Provide strategic guidance, coaching, and mentoring to the SMO staff and project teams.
• Lead the establishment of a service management community of practice to facilitate collaboration and best-practice sharing among service managers and key SMO stakeholders.
• Identify, create and collaborate process changes to improve end user experience.
• Co-lead ITIL continuous improvement model with Service Delivery & cross functional leadership.

Job Requirements

Education : Bachelor’s degree in information technology, Business Administration, or a related field.

Experience :

• 10+ years of experience in service management, with at least 5 years in a leadership role.
• Strong knowledge of ITIL framework and best practices.
• Proven track record of successfully managing service management operations in a complex environment.
• Lean six sigma certification.

Knowledge and Skills

• Excellent, clear, direct, compelling verbal and written communication and presentation skills, including the ability to explain IT concepts and technologies to business leaders and business concepts to the SMO staff.
• ITIL certification (Expert level preferred).
• Experience with service management tools and platforms (e.g., ServiceNow).
• Strong analytical and problem-solving skills with ability to think strategically and drive results.
• Ability to manage multiple priorities and work under pressure.
• Program / project management skills and experience.
• Excellent analytical, strategic conceptual thinking, strategic planning and execution skills.
• Strong business acumen.
• Deep understanding of current and emerging technologies.
• Demonstrated ability to develop and execute a strategic resource plan.

Working Conditions

Travel required : 20% travel across our North American HUBs (US and Canada).

Chicago preferred; open to remote.

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 municipal regulations in NY and NJ, as well as the law in Colorado : The expected salary range for this position is $160K to $175K 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.

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, and eligible bonuses, equity and commissions for some positions.

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.

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