IT Service Delivery Leader

It Service Delivery Leader

Award-winning, inclusive, top workplace culture doesn't happen overnight. It's a result of hard work by extraordinary people. The industry's brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as IT Service Delivery Leader at MMA.

Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world's leading professional services firm, Marsh McLennan (NYSE: MMC).

A day in the life. As our IT Service Delivery Leader, you will be responsible for the seamless delivery of core MMA business applications. This key leader reports to the Enterprise Applications and Service Delivery Leader on the IT Senior Leadership Team and is responsible and accountable for the leaders, colleagues and contract workers in the support and delivery of the following responsibilities:

• Service Delivery: Develop and implement ITSM Service Management foundational strategy and practices and lead the execution of associated process maturity roadmaps.
• Scope: application performance monitoring, incident management, change management, problem management, release management, access management disciplines.
• Administer disaster recovery planning to ensure optimal service delivery and business continuity.
• Colleague Application Support: Lead the Service Desk team to resolve user inquiries related to enterprise applications, manage user account maintenance, and continuously improve support processes through training and performance monitoring.
• Compliance and Change Management: Ensure compliance with IT controls and mature change management processes, promoting best practices across the organization.
• User Experience Collaboration: Collaborate with IT Leadership and other stakeholders to improve user experience and streamline support processes.
• Financial Oversight: Manage team budgets and financial operations, ensuring resources are allocated effectively to meet project and departmental goals.

Engage, collaborate and actively contribute as a key leader in the Applications & Service Delivery Leadership Team in support of MMA National Technology.

Our future colleague. We'd love to meet you if your professional track record includes these skills:

• Change Management Expertise: Demonstrated experience in leading change management initiatives, ensuring smooth transitions during technology upgrades, migrations, or process changes while minimizing disruption to business operations. Experience managing incident protocols.
• Performance Metrics and Reporting: Ability to define and track key performance indicators (KPIs) for application performance and service delivery, utilizing data analytics to drive continuous improvement and inform decision-making.
• Design and Implementation of large-scale ITSM Processes. Extensive Leadership and Management experience of leaders, staff and contract workers in support of IT Service Delivery at a large scale.
• Standards and Protocols: Experience in establishing and enforcing coding standards, security protocols and performance benchmarks.
• Vendor Management: Proven ability to manage relationships with third-party vendors and service providers, including contract negotiation, evaluating performance, and ensuring alignment with organizational goals and standards.
• Integration Experience: Proven track record of successfully integrating disparate systems and applications, ensuring seamless data flow and interoperability to enhance overall business processes.
• Service Desk Transformation: Strong understanding of ITSM (IT Service Management) frameworks, particularly ITIL (Information Technology Infrastructure Library) with proven history of implementation.