Apply on Employer Site

Berkshire Hathaway Specialty Insurance · 2 months ago

IT Service Delivery Manager

Boston, MA, US

Full-time

Onsite

Mid, Senior Level

$80K/yr - $125K/yr

5+ years exp

Berkshire Hathaway Specialty Insurance (BHSI) is a strategic insurance partner providing a broad range of commercial insurance coverages. They are seeking an experienced IT Service Delivery Manager to lead their Global Technology Service Desk, overseeing operations and ensuring high-quality service delivery across multiple regions.

Financial ServicesInsurance

H1B Sponsor Likely

Responsibilities

Lead the efforts to continuously improve the quality of service delivered by our Tech Service Desk

Leverage ITSM & ITIL frameworks to refine support processes, metrics, and end-user communication approaches

Oversee the process by which work is assigned and tracked for the team, ensuring proper ticket engagement

Own the day-to-day responsibilities associated with our asset management process to track and control corporate IT assets while keeping the inventory evergreen

Drive new approaches for monitoring and alerting on the health of our infrastructure and application platforms

Work with application teams to refine approaches to proactively understand status and trends

Act as a knowledgeable escalation path for front-line technology support engineers to route incidents to the appropriate SME

Manage our processes for tracking tickets and work with peers to collaboratively see requests and incidents to a timely resolution

Manage our service vendor relationship and the associated production Service Level Agreements, actively engage with service vendors to triage and resolve issues

Create a strategy for streamlining and process improvement by analyzing service requests for trends

Build and maintain strong relationships with internal teams, senior leadership, and technical resources throughout the organization to understand business needs and drive service excellence

Provide coaching, mentoring, and promote career and skill development for service desk engineers to grow their knowledge

Qualification

IT Service ManagementITIL FrameworkTeam LeadershipCloud InfrastructureTechnical TroubleshootingMicrosoft PlatformsAnalytical MindsetCommunicationProblem-Solving Abilities

Required

Minimum of five years of experience in delivering and overseeing IT Service organizations

Expertise in ITIL framework or other industry-recognized service management methodologies

Strong technical background with desire and ability to be hands-on while leading a diverse team

Extensive familiarity of IT infrastructure, hardware, software, Microsoft platforms, cloud resources, network systems and end-user peripherals

Apply a detail-oriented observation focus, show logical thinking skills and an analytical mindset

Proven troubleshooting and problem-solving abilities

Experience supervising teams of local and offshore consultant resources as one, unified team

Quickly assess and understand the business use of the systems platform implemented

Excellent communication and interpersonal skills, proficient at working with a global user base

Hands-on, collaborative style with strong problem-solving abilities

Ability to professionally present ideas to all technical levels based on the audience

Think strategically while driving day-to-day operations ensuring alignment with company culture and objectives

Benefits

Comprehensive Health, Dental and Vision benefits

Disability Insurance (both short-term and long-term)

Life Insurance (for you and your family)

Accidental Death & Dismemberment Insurance (for you and your family)

Flexible Spending Accounts

Health Reimbursement Account

Employee Assistance Program

Retirement Savings 401(k) Plan with Company Match

Generous holiday and Paid Time Off

Tuition Reimbursement

Paid Parental Leave

Company

Berkshire Hathaway Specialty Insurance

Berkshire Hathaway Specialty Insurance is a company providing risk solutions and claims care.

Founded in 2013

Boston, Massachusetts, USA

1001-5000 employees

http://www.bhspecialty.com

H1B Sponsorship

Berkshire Hathaway Specialty Insurance has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (15)

2024 (9)

2023 (5)

2022 (8)

2021 (3)

2020 (6)