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

Primary Contacts

• Cross-functional TechOps Leaders and Team Members
• Service and Application Owners
• Corporate and Field 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.

Leadership

• Demonstrates strong emotional intelligence and respect for others
• Works daily with a planful, motivational, service-minded and goal-oriented attitude
• Encourages and facilitates cooperation and results
• Fosters an environment of collaboration and transparency
• Inspires, motivates and guides team members
• Fosters commitment, team spirit, pride and trust
• Allocates team roles and accountabilities

Building Relationships

• Solicits advice, support, championship, sponsorship and commitment for the success of SMO initiatives
• Procures and maintains support from key stakeholders in the enterprise to evolve and advance the SMO
• Builds both formal and informal professional networks, and extends these networks within, across and external to organizational boundaries
• Has the ability to build and leverage third party and off-shore relationships.

Influencing Others

• Commitment to keeping teams informed and engaged
• Communicates ideas or positions in a persuasive manner that builds support, agreement or commitment
• Takes actions that directly or indirectly influence others to create buy-in, gain trust and motivate actions in others, or win concessions without damaging relationships
• Possesses the ability to facilitate win-win solutions when conflicts emerge

Results Orientation

• Demonstrates curiosity and passion for progress
• Sets and accomplishes challenging goals
• Defines standards in terms of doing what is appropriate and doing it well
• Competes resourcefully and takes calculated risks to achieve results
• Naturally incorporates lessons learned into ways of working

Change Advocate

• Demonstrates personal commitment to change through actions and words
• Acts as the organizational change agent for improving SMO maturity and practices, in support of business/agency goals and strategy
• Mobilizes others within and outside the SMO to support and enable change efforts within individual initiatives and inside business/operations units

Strategic Technology Planning

• Develops plans that meet the architecture/technology needs of the organization
• Incorporates business priorities, strategies, goals, OKRs, KPIs, emerging technologies, industry trends and economic viability

Business Acumen and Enterprise Knowledge

• Solicits information on enterprise direction, goals and strategy to determine how the SMO function can add value to the organization and to customer satisfaction
• Makes decisions and recommendations clearly linked to the organization’s strategy and financial goals, reflecting an awareness of external dynamics

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.

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 athttp://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.

EEOAA Policy

E-Verify Program

We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the US Recruiting Team toll-free at (844) 300-9193 or[email protected]. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.