IT Service Delivery Lead

IT Service Delivery Lead

AI Powered. Human Driven.

HDI Global Insurance Company is a commercial property and casualty insurer headquartered in Chicago, IL. As a wholly owned subsidiary of HDI Global SE, we manage the industrial lines division of the Talanx Group. With an international network spanning over 150 countries, we deliver sophisticated domestic and global insurance solutions to U.S.-based multinational and middle-market companies across a wide range of industries.

With Xcelerate29, HDI is shaping its future by becoming a Trusted Global Player, achieving Next-level Excellence, and building a Forward-thinking Organisation. This direction helps HDI Global lead the profitable growth game as a globally connected business, raise the bar every day through stronger underwriting, claims, and investment performance, and win tomorrow by starting today with a lean, fast, resilient, and future-ready organisation. Together, these priorities support profitable growth, sustainable profitability, global consistency, digital transformation, AI acceleration, smart cost leadership, and stronger collaboration across teams and markets. They also reflect our focus on being a workplace of choice by building a future-ready workforce where people learn, grow, adapt to technology change, and contribute to long-term success.

The IT Service Delivery Lead is responsible for ensuring the effective, consistent, and business-aligned delivery of IT support services across the organization. This role provides operational leadership for IT Service Management (ITSM), Service Desk operations, end-user support, user lifecycle processes, knowledge management, and managed service providers. The IT Service Delivery Lead owns and continuously improves core ITIL practices, including Incident, Service Request, Problem, and Change Management, while serving as the primary operational escalation point for complex service issues. This position works closely with internal IT teams, business stakeholders, and third-party providers to improve service quality, user experience, operational efficiency, and service reliability.

Key Responsibilities

IT Service Management

• Own and continuously improve the organization''s Incident, Service Request, Problem, and Change Management processes.
• Ensure ITSM processes are documented, standardized, measured, and consistently followed.
• Define process ownership, workflows, roles, responsibilities, escalation paths, and service-level expectations.
• Facilitate major incident response activities, stakeholder communications, service restoration efforts, and post-incident reviews.
• Drive Problem Management activities to identify root causes and reduce recurring incidents.
• Coordinate Change Advisory Board (CAB) meetings and oversee change assessment, approval, communication, and review processes.
• Ensure alignment of operational practices with established ITIL frameworks and organizational standards.

Service Desk Leadership

• Provide operational oversight of Service Desk and end-user support functions.
• Monitor ticket queues, resolution performance, backlog trends, escalation volumes, and service effectiveness.
• Ensure incidents and service requests are accurately categorized, prioritized, documented, and resolved.
• Maintain escalation procedures between Service Desk, infrastructure, security, application, and external support teams.
• Identify opportunities to improve service delivery through automation, self-service capabilities, ticket reduction initiatives, and shift-left support strategies.
• Ensure adequate support coverage for critical business systems and office locations.

End-User Support Services

• Oversee support services for laptops, desktops, mobile devices, collaboration platforms, peripherals, and workplace technology.
• Coordinate resolution of complex issues involving multiple support teams or vendors.
• Promote consistent device deployment, troubleshooting, replacement, and lifecycle management processes.
• Partner with infrastructure, security, application, and business teams to improve end-user service reliability and support quality.
• Ensure support practices align with organizational security, compliance, and operational requirements.

Incident & Escalation Management

• Serve as a senior escalation point for complex or high-impact incidents.
• Ensure technical ownership and accountability are maintained throughout incident resolution.
• Escalate business-critical issues to appropriate technical teams and leadership stakeholders.
• Verify incident records contain accurate troubleshooting activities, business impact details, and resolution documentation.
• Lead or coordinate root cause analysis and post-incident reviews following major service disruptions.
• Support continual improvement efforts based on incident trends and lessons learned.

User Onboarding & Offboarding

• Oversee the operational execution of employee onboarding, internal transfers, role changes, and offboarding activities.
• Ensure requests are completed accurately and within established service-level targets.
• Coordinate account provisioning, access assignments, equipment preparation, application access, and asset recovery.
• Partner with Human Resources, hiring managers, Information Security, and technical teams to enhance employee lifecycle processes.
• Ensure approvals, access changes, asset assignments, and completion records are properly documented and auditable.
• Identify opportunities to automate and streamline lifecycle management activities.

Knowledge Management

• Develop and maintain a structured knowledge management program.
• Ensure technical documentation and knowledge articles are current, accurate, searchable, and useful for both support teams and end users.
• Establish standards for knowledge article creation, approvals, maintenance, and retirement.
• Use incident and request data to identify documentation gaps and improvement opportunities.
• Promote knowledge reuse, self-service adoption, and improved first-contact resolution rates.
• Incorporate lessons learned from major incidents and recurring issues into support documentation.

Service Reporting & Performance Management

• Develop and maintain service dashboards, operational reports, and performance metrics.

• Track and report on service-level agreements (SLAs), operational targets, and key performance indicators.

• Monitor and analyze:

• Ticket volume and trends

• First-contact resolution rates

• Response and resolution performance

• SLA attainment

• Backlog and ticket aging

• Reassignment and reopen rates

• Major incident activity

• Recurring incidents and problem records

• Change success and failure rates

• Customer satisfaction metrics

• Onboarding and offboarding completion metrics

• Knowledge article utilization

• Managed service provider performance

• Translate service performance data into actionable improvement plans and recommendations.

• Present service trends, risks, performance gaps, and improvement opportunities to IT leadership.

• Ensure reporting demonstrates business outcomes and user experience impacts, not solely ticket activity.

Vendor & Managed Service Provider Management

• Manage day-to-day operational relationships with managed service providers and external support vendors.
• Establish service expectations, performance metrics, escalation procedures, and reporting requirements.
• Conduct regular service reviews with providers and vendor partners.
• Evaluate SLA performance, ticket quality, staffing coverage, recurring issues, and customer satisfaction levels.
• Track corrective actions and ensure service improvement commitments are completed.
• Verify vendor activities comply with organizational policies, security requirements, and contractual obligations.
• Support contract reviews, service transitions, provider onboarding, renewals, and vendor changes.

Continuous Improvement & Governance

• Identify opportunities to improve operational efficiency, user satisfaction, and service quality.
• Support IT governance initiatives and operational best practices.
• Drive adoption of process improvements, automation tools, and service enhancements.
• Collaborate with technical and business teams to improve overall IT service delivery maturity.
• Maintain audit-ready processes and documentation supporting operational compliance requirements.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent combination of education and experience.

• Experience in IT service delivery, IT operations, Service Desk leadership, end-user support, or related support management roles.

• Strong knowledge of ITIL practices, including:

• Incident Management

• Service Request Management

• Problem Management

• Change Management

• Knowledge Management

• Service Level Management

• Experience managing, coordinating, or overseeing third-party IT service providers.

• Experience leading service improvement initiatives and operational process enhancements.

• Strong understanding of IT support operations, service delivery models, and end-user support practices.

• Excellent analytical, organizational, prioritization, and problem-solving abilities.

• Strong written and verbal communication skills with the ability to communicate effectively with both technical and business audiences.

• Ability to manage competing priorities in a fast-paced operational environment.

• Experience creating operational reports, dashboards, metrics, and executive-level summaries.

• Demonstrated ability to build relationships and collaborate across multiple teams and stakeholders.

Preferred Qualifications

• ITIL 4 Foundation certification or advanced ITIL certification.
• Experience administering or supporting enterprise ITSM platforms such as ServiceNow.
• Experience working in regulated, compliance-focused, or audit-intensive environments.
• Familiarity with Microsoft 365, endpoint management, identity and access management, networking, cloud infrastructure, and information security concepts.
• Experience supporting geographically distributed teams and multiple office locations.
• Experience implementing workflow automation, self-service solutions, and knowledge-centered support practices.
• Experience managing Service Desk vendors, managed service providers, or outsourced support organizations.

Compensation and Benefits:

Base salary range for this position is $135,000-$180,000 plus eligibility for a performance-based annual bonus. Actual compensation will be based on experience, education, and geographic location. We offer a competitive benefits package, including: 401(k) with company match, Paid Time Off, Sick Leave, Medical, Health Reimbursement Arrangement (HRA), Telemedicine, Wellness Program, Employee Assistance Program (EAP), Dental, Vision, Accident & Critical Illness Insurance, Flexible Spending Account (FSA), Dependent Care FSA, Group and Voluntary Life Insurance, Short- and Long-Term Disability, Pet Insurance, Transit and Parking benefits.

Additional Information

HDI Global Insurance Company is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Applicants must be legally authorized to work in the United States.

Employment is contingent upon successful completion of a background check.

Recruitment Agencies: All resumes submitted without prior HR authorization will be considered unsolicited.

HDI Global Insurance Company is an Equal Opportunity Employer and participates in E-Verify.

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