Global IT Service Delivery Lead

Hannover Digital Investments; Chicago (IL); On-site; USD 135,000 - 180,000; Full time

Benefits offered by this job

401(k) with company match

Paid Time Off

Medical Insurance

Health Reimbursement Arrangement (HRA)

Telemedicine

Wellness Program

Employee Assistance Program (EAP)

Dental Insurance

Vision Insurance

Transit and Parking benefits

Job summary

HDI Global Insurance Company in Chicago seeks an IT Service Delivery Lead to drive ITIL-based service management, service desk operations, and end-user support across the organization. You will own incident, change, and problem processes, coordinate onboarding/offboarding, and partner with security and HR to optimize lifecycle services.

Lead knowledge management, reporting, and vendor relationships while guiding continuous improvement initiatives in a fast-paced environment.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Experience in IT service delivery, IT operations, Service Desk leadership, end-user support, or related roles.
• Strong knowledge of ITIL practices including Incident, Service Request, Problem, Change, Knowledge, and Service Level Management.
• Experience managing third-party IT service providers.
• Experience leading service improvement initiatives and operational process enhancements.
• Strong analytical, organizational, prioritization, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to manage competing priorities in a fast-paced environment.
• Experience creating operational reports, dashboards, metrics, and executive summaries.
• Demonstrated ability to build relationships across teams.

Responsibilities

• Own and continuously improve ITIL Incident, Service Request, Problem, and Change Management processes.
• Document, standardize, measure, and follow ITSM processes.
• Define process ownership, workflows, roles, responsibilities, escalation paths, and SLAs.
• Lead major incident response, communications, service restoration, and post-incident reviews.
• Drive root cause analysis and reduction of recurring incidents.
• Coordinate Change Advisory Board meetings and change assessment workflows.
• Ensure alignment with ITIL and organizational standards.
• Oversee Service Desk and end-user support functions.
• Monitor ticket queues, performance, backlog, and escalation volumes.
• Coordinate onboarding/offboarding and access provisioning for employees.
• Partner with HR, Security, and tech teams on lifecycle processes.
• Develop knowledge management program and maintain documentation.
• Track SLAs, dashboards, and performance metrics; report to leadership.

Skills

ITIL practices

Incident Management

Service Desk Leadership

Vendor Management

Service Improvement

IT Operations

Communication

Prioritization

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field

Tools

ServiceNow

Job description

HDI Global Insurance Company in Chicago seeks an IT Service Delivery Lead to drive ITIL-based service management, service desk operations, and end-user support across the organization. You will own incident, change, and problem processes, coordinate onboarding/offboarding, and partner with security and HR to optimize lifecycle services.

Lead knowledge management, reporting, and vendor relationships while guiding continuous improvement initiatives in a fast-paced environment.