{"id":2636690,"url":"https://alion.io/job/ascot-group-it-service-delivery-manager","title":"IT Service Delivery Manager","company":{"id":1962322,"name":"Ascot Group","domain":"ascotgroup.com","url":"https://alion.io/company/ascotgroup-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":75,"open_postings":11,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":155000,"max":165000,"currency":"USD","period":"year","gross":null,"usd_annual":165000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-15T16:10:52Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-20T03:31:48Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"This is an opportunity to join Ascot Group - one of the world’s preeminent specialty risk underwriting organizations.\nDesigned as a modern-era company operating through an ecosystem of interconnected global operating platforms, we’re bound by a common mission and purpose. Our greatest strength is a talented team who flourish in a collaborative, inclusive, and entrepreneurial culture, steeped in underwriting excellence, integrity, and a passion to find a better way, The Ascot Way.\nThe Ascot Way guides our people and our organization. Our underwriting platforms collaborate to find creative ways to deploy our capital in a true cross-product and cross-platform approach. These platforms work as one, deploying our capital creatively through our Client Centric, Risk Centric and Technology Centric strategies\nBuilt to be resilient, Ascot offers clients leading financial security while delivering bespoke products and world class service - both pre- and post-claims. Ascot exists to solve for our clients’ brightest tomorrow, through agility, collaboration, resilience, and discipline.\nAscot is embedding artificial intelligence (AI) and automation across the organisation to enhance decision-making, efficiency, and quality of outcomes. In this role, you will be expected to work confidently alongside AI-enabled tools, apply sound judgment when interpreting insights, and adapt as technology continues to evolve. We value curiosity, critical thinking, and a willingness to embrace change as part of how we work.\nJob Summary:\nReporting to the Senior Vice President, IT Service Management, the IT Service Deliver Manager (SDM) will be responsible for the Delivery of IT Desktop Support, Service Desk and Access Management practices, to the US user base across all offices and remote worker contingencies. Working closely with the SDM for London and Bermuda, the US SDM will be jointly responsible for Request, Knowledge, Incident and Access Management, as well as ownership of end user escalations. With a key focus on leadership, communication, stakeholder engagement, vendor management and continuous improvement, this role will be pivotal to the success of the Global Ascot IT Service Management team. This will be an in-office role with a hybrid work schedule.\nResponsibilities:\nAs a member of the ITSM Management team, contribute towards the overall strategy and development of team objectives.\n\nLead and manage a hybrid team of outsourced and FTE Service Desk and Desktop support colleagues.\n\nOwnership and development of key stakeholder relationships.\n\nAs a member of the ITSM Management team, contribute towards the overall strategy and development of team objectives.\n\nManagement and resolution of end user escalations and analysis of CSAT feedback pertaining to end user feedback surrounding the performance of the Service Desk and Desktop Support teams.\n\nService Reporting, relating to Service Desk and Desktop Performance inline with agreed SLT’s and core KPI’s.\n\nWhere required, perform the role of Major Incident Manager, in line with the responsibilities outlined in the Policy, following the instructions outlined in the process and procedure documentation.\n\nIdentify, record, and deliver continuous improvement opportunities.\n\nEnsure that Policy, Process and Procedure documentation is written, reviewed, approved and continuously updated in line with agreed cadence.\n\nWork closely with business change IT project and business stakeholders, to ensure the successful transition of new or changing IT services into support.\n\nManagement of critical outsourced partners, including but not limited to Service Desk, Desktop Support, AV / VC and hardware suppliers.\n\nOverall responsibility for the procurement, storage, provision, support and maintenance of all end user hardware that is documented as part of the standard EUC policy.\n\nManagement and co-ordination of exception requests to the end user hardware policy.\n\nResponsible for the support of the management of the desktop image (laptops).\n\nDemonstrate The Ascot Way by collaborating across teams, embracing inclusivity, and demonstrating accountability while helping build an engaged, high-performing culture. \nRequirements:\nMinimum 5+ Years experience in management of Desktop Support and Service Desk teams.\n\nBachelor's degree in Information Technology or related field or equivalent experience required.\n\nStrong understanding of the ITIL framework (V3 / V4).\n\nExtensive experience working with Service Now.\n\nStrong Partner engagement and management skills.\n\nIdeally, previous experience within the (re)-insurance market.\n\nExcellent written and oral communication skills with an ability to generate high-quality presentation materials.\n\nProven track record of excellent attention to detail and a desire to continuously deliver a first-class user experience.\n\nMust be positive, self-motivated, and possess strong interpersonal and communication skills.\n\nHighly customer-centric both internally and externally.\n\nStrong problem solving and decision-making abilities.\n\nStrong collaborative skills in a fast-paced team-centric environment.\n\n**This role can be filled at a different level, depending on experience.**\nCompensation\nActual base pay could vary and may be above or below the listed range based on factors including but not limited to experience, subject matter expertise, and skills. The base pay is just one component of Ascot’s total compensation package for employees. Other rewards may include an annual cash bonus and other forms of discretionary compensation awarded by the Company.\nThe annualized base pay range for this role is: $155,000 - $165,000\nCompany Benefits\nThe Company provides a competitive benefits package that includes the following (eligibility requirements apply):\nHealth and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Life Insurance, AD&D, Work/Life Resources (including Employee Assistance Program), and more \nLeave Benefits: Paid holidays, annual Paid Time Off (includes paid state /local paid leave where required), Short-term Disability, Long-term Disability, Other leaves (e.g., Bereavement, FMLA, Adoption, Maternity, Military, Primary & Non-Primary Caregiver) \nRetirement Benefits: Contributory Savings Plan (401k)","description_format":"text","description_chars":6361,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["401k plan","Hybrid work","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Bermuda","iso":"BM","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-15T17:33:49Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":4,"expected_fill_days":32,"reasons":["conf:2","stale_co","velocity","win:early"],"computed_at":"2026-10-20T05:45:00Z"},"pay":{"stated_usd_annual":165000,"is_top_pay":false},"html_url":"https://alion.io/job/ascot-group-it-service-delivery-manager","json_url":"https://alion.io/job/ascot-group-it-service-delivery-manager.json","meta":{"generated_at":"2026-10-20T07:13:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7768,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1962322},"rest":"https://alion.io/mcp/rest/get_company?id=1962322"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fascot-group-it-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fascot-group-it-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fascot-group-it-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ascot-group-it-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fascot-group-it-service-delivery-manager"}]}