Vice President, U.S. Service Management

Overview

This is an opportunity to join Ascot Group - one of the world’s preeminent specialty risk underwriting organizations. Designed as a modern-era company operating through an ecosystem of interconnected global operating platforms, Ascot is bound by a common mission and purpose. Our greatest strength is a talented team who flourishes in a collaborative, inclusive, and entrepreneurial culture, steeped in underwriting excellence, integrity, and a passion to find a better way, The Ascot Way.

The Ascot Way guides our people and our organization. Our underwriting platforms collaborate to deploy capital creatively through a true cross-product and cross-platform approach. These platforms work as one, deploying capital through our Client Centric, Risk Centric and Technology Centric strategies. Ascot offers clients leading financial security while delivering bespoke products and world-class service — both pre- and post-claims. Ascot exists to solve clients’ brightest tomorrow, through agility, collaboration, resilience, and discipline.

Ascot is embedding artificial intelligence (AI) and automation across the organization to enhance decision making, efficiency, and quality of outcomes. In this role, you will work confidently alongside AI-enabled tools, apply sound judgment when interpreting insights, and adapt as technology evolves. Curiosity, critical thinking, and willingness to embrace change are valued as part of how we work.

Reporting to the Senior Vice President - IT Service Management, the Vice President, U.S. Service Management is a member of the Group ITSM leadership team. This position shapes and drives the service management strategy across the U.S. region. In collaboration with the U.S. CIO Delivery Teams, the role aligns service management practices with business objectives, embedding service requirements throughout the technology lifecycle from planning and design to implementation and support.

This role also involves working with SD&T and Change Management functions to ensure seamless transitions from delivery to operations. Contributing to the overall IT service management strategy, the Vice President, U.S. Service Management works with senior leaders to drive continuous improvement and foster a culture of service excellence. Strong analytical skills are essential for assessing complex service management requirements and developing effective solutions.

A proactive approach to problem-solving is required to minimize service disruptions and maximize stakeholder satisfaction. Building and maintaining strong relationships with key stakeholders, including senior executives, project managers, and technical teams, is crucial. The ability to communicate complex service management concepts to diverse audiences is essential, including delivering compelling presentations and reports that clearly articulate the value and impact of service management initiatives.

This role is an in-office role with a hybrid work schedule.

• Act as the strategic interface between the U.S. CIO Delivery and IT Service Management Teams, aligning service strategy to support business outcomes.
• Work in collaboration with the U.S. CIO Leadership Team to document the Service Roadmap for new and changing technology platforms, ensuring that Service Design, Change and Transition are appropriately engaged throughout the delivery lifecycle.
• When required, perform the role of Major Incident Manager in alignment with Ascot’s Major Incident Processes and Procedures.
• Own and drive the Problem Management practice, coaching stakeholders through the process to ensure that problem tasks are completed in a timely manner to establish root cause and prevent re-occurrence.
• Act as a senior escalation point within the ITSM function for U.S. business and IT colleagues.
• Organize, manage and deliver internal Service Reviews, working with the CIO leadership team to measure, report and improve service across all dimensions.
• Provide ITSM leadership and coaching for colleagues and stakeholders across the U.S. ITSM and CIO functions.
• Act as a delegate in meetings for the SVP – IT Service Management where required.
• Measure,…