AVP, ITSM Manager

Fortitude Re; United States; On-site; USD 140,000 - 160,000; Full time

Benefits offered by this job

Annual bonus

Generous benefits package

Job summary

A global leader in reinsurance solutions seeks an experienced ITSM Manager. This role involves governing core ITSM processes such as Change Management and Incident Management. Candidates should have over 7 years in IT Service Management, strong knowledge of ITIL frameworks, and excellent communication skills. The base salary ranges from $140,000 to $160,000 USD, alongside generous benefits and annual performance-based bonuses. Join a diverse and inclusive organization committed to embracing unique perspectives.

Qualifications

• 7+ years of experience in IT Service Management or IT Operations.
• Strong understanding of ITIL frameworks, particularly Change, Incident, and Problem Management.
• Experience facilitating CAB meetings and managing change processes.

Responsibilities

• Own and manage the Change Management process across the enterprise.
• Act as the Incident Manager during major critical incidents.
• Own the Problem Management lifecycle including problem detection.
• Lead and facilitate root cause analysis sessions.

Skills

ITIL frameworks

Communication skills

Analytical abilities

Stakeholder management

Education

Bachelor's Degree

Tools

ServiceNow

Jira Service Management

Freshworks

Job description

Fortitude Reinsurance Company Ltd. (Fortitude Re) is one of the world’s leading providers of legacy reinsurance solutions. They work with the world’s leading insurance companies to help them execute comprehensive, transformational solutions for legacy Life & Annuity and P&C lines. Fortitude Re manages a general account of approximately $111 billion across life, annuity, and property & casualty insurance products. The company takes a long‑term view on growth and is proud to be backed by a consortium of sophisticated institutional investors led by The Carlyle Group and T&D Insurance Group. Incorporated under the laws of Bermuda on January 1 2017, Fortitude Re’s roots in the insurance industry and the experience of their leadership go back many decades. Their deep insurance experience and proprietary risk modeling capabilities allow them to structure bespoke transactions that benefit both insurance companies and their policyholders. Fortitude Re continues to strengthen its ability to pursue further growth and provide innovative solutions for the global insurance industry.

The ITSM Manager is responsible for governing and driving excellence across the organization’s core ITSM processes—including Change Management, Incident Management, Problem Management, and the Root Cause Analysis (RCA) program. This role works closely with all parts of the organization, including Infrastructure, Cloud, Security, Applications, and Business Units, to ensure stable, reliable IT services and disciplined operational processes.

Change Management

• Own and manage the end‑to‑end Change Management process across the enterprise.
• Review and validate Requests for Change (RFCs) for risk, impact, testing, back‑out plans, and communication requirements.
• Facilitate and chair Change Advisory Board (CAB) and emergency change approvals (ECAB).
• Maintain the Forward Schedule of Change (FSC) and ensure conflicts, maintenance windows, and business impacts are managed.
• Drive adherence to the Change Management policy and ensure continuous improvement of process maturity.
• Track and report on key change KPIs: success rate, failure rate, emergency changes, and process compliance.

Incident Management

• Act as the Incident Manager during major or critical incidents to restore services quickly and minimize business impact.
• Coordinate IT teams, vendors, and business stakeholders during high‑severity events.
• Ensure timely communication and status updates to leadership and impacted teams.
• Validate that incidents are properly categorized, prioritized, and documented.
• Conduct post‑incident reviews and ensure follow‑up actions are completed.

Problem Management

• Own the Problem Management lifecycle, including problem detection, logging, analysis, and resolution.
• Identify recurring incidents and drive creation of Problem Records and Service Improvement Plans.
• Maintain and improve the Known Error Database (KEDB) to support faster incident resolution.
• Work with engineering and operations teams to implement long‑term fixes that reduce MTTR and recurring issues.

Root Cause Analysis (RCA) Program

• Lead and facilitate structured root cause analysis sessions using methodologies such as 5 Whys, Ishikawa (Fishbone), and Fault Tree Analysis.
• Ensure RCAs are documented with clear corrective and preventive actions, owners, and timelines.
• Track long‑term corrective actions to completion and validate effectiveness.
• Present RCA findings to senior leadership and partner teams in a clear, actionable format.

Qualifications

• 7 + years of experience in IT Service Management or IT Operations.
• Strong understanding of ITIL frameworks, particularly Change, Incident, and Problem Management.
• Experience facilitating CAB meetings and managing change processes in complex environments.
• Excellent communication and stakeholder management skills; able to work across all levels of the organization.
• Ability to lead high‑pressure major incident calls and coordinate multiple technical teams.
• Strong analytical abilities with experience identifying trends and root causes.
• Hands‑on experience with ITSM tools (ServiceNow, Jira Service Management, Freshworks, etc.).
• Demonstrated ability to build relationships across Infrastructure, Security, Applications, and Business teams.
• Bachelor’s Degree.

Preferred Qualifications

• ITIL v4 Foundation (required); ITIL Managing Professional preferred.
• Experience with cloud environments (AWS, Azure, M365) and hybrid infrastructures.
• Experience working in regulated industries such as insurance or financial services.
• Knowledge of DevOps, CI/CD, and change automation practices.

Base Salary Range: $140,000 USD – $160,000 USD. In addition to base salary, all employees are eligible for an annual bonus based on company and individual performance as well as a generous benefits package.

At Fortitude Re, our strength has always come from our people. Our success is deeply rooted in our ability to embrace the unique attributes, perspectives and experiences of every individual within our company. Fostering a culture of inclusion and belonging where everyone—regardless of background, race, religion, sexual orientation or gender identity—feels valued and respected is a foundation of our culture.

We are committed to being an equal‑opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.

To all recruitment agencies: Unless you have been requested to work on this position, or other positions with Fortitude Re, please do not forward any resumes to Fortitude Re employees. Fortitude Re is not responsible for any fees related to unsolicited resumes.

By submitting your application, you agree that Fortitude Re may collect your personal data for recruiting purposes.