VP, IT Service Management

Location Name NC, Durham - Field Address
Date Posted
6 months ago(12/20/2023 3:15 PM)
Berkley Technology Services LLC
Primary Location
Information Technology

Company Details

Berkley Technology Services (BTS) is the dynamic technology solution for W. R. Berkley Corporation, a Fortune 500 Commercial Lines Insurance Company. With key locations in Urbandale, IA and Wilmington, DE, BTS provides innovative and customer-focused IT solutions to the majority of WRBC’s 60+ operating units across the globe. BTS’s wide reach ensures that ideas and opinions are considered at every level of the organization to guarantee we find the best solutions possible.


Driven by a commitment to collaboration, BTS acts as consultants to our customers and Operating Units by providing comprehensive solutions that not only address the challenge at hand, but proactively plan for the “What’s Next” in our industry and beyond.


With a culture centered on innovation and entrepreneurial spirit, BTS stands as a community of technology leaders with eyes toward the future -- leaders who truly care about growing not only their team members, but themselves, and take pride in their employees who shine. BTS offers endless ways to get involved and have the chance to grow your career into a wide range of roles you'd never known existed. Come join us as we push forward into the future of industry leading technological solutions.


Berkley Technology Services: Right Team, Right Technology, Simple and Secure.


As the Vice President of IT Service Management and Client Services, you will be a key leader responsible for driving excellence in IT service delivery and ensuring exceptional client satisfaction. This hands-on leadership position requires a strategic thinker with a comprehensive understanding of IT service management principles and a strong focus on client relationship management. The successful candidate will lead a dynamic team, align IT services with business goals, and elevate the overall client experience through effective service delivery. This role is responsible for desktop support operations, help desk, Service Now suit of products, CMDB, problem management, incident management, and change management.


Leadership & Strategy:

  • Provide strategic leadership for the IT Service Management function, aligning IT services with business goals and objectives.
  • Develop and communicate a compelling vision for ITSM, fostering a culture of continuous improvement and service excellence
  • Collaborate with senior leadership to integrate ITSM into overall business strategies and ensure IT services meet current and future organizational needs.

Process Optimization:

  • Oversee the design, implementation, and optimization of ITSM processes, including Incident Management, Change Management, Problem Management, Request Fulfillment, and other relevant processes.
  • Continuously evaluate and improve ITSM processes to enhance efficiency, reduce costs, and improve the overall quality of IT services.
  • Implement best practices and industry standards to ensure a consistent and effective approach to IT service delivery.

Service Quality & Performance:

  • Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure the delivery of high-quality IT services.
  • Implement and manage a robust service reporting framework, providing regular updates to executive leadership on the performance of IT services.
  • Manage Incident Management, Change Management, Problem Management, Request Fulfillment, and other relevant processes.
  • Drive a customer-centric approach to IT service delivery, ensuring that customer satisfaction is a key focus.

Team Management:

  • Build, lead, and mentor a high-performing ITSM team, fostering a collaborative and results-driven culture.
  • Provide coaching and development opportunities to team members, encouraging continuous skill enhancement and career growth.
  • Establish succession plans and talent development strategies to ensure a strong and capable ITSM team.

Stakeholder Management:

  • Collaborate with internal stakeholders to understand business needs and expectations, ensuring IT services contribute to overall organizational success.
  • Communicate effectively with all levels of the organization to gather feedback and make data-driven improvements to service delivery.

Product Management:

  • Continue to evolve and optimize Service Now tool.


  • 12+ years of progressive experience in IT Service Management, with at least 5 years in a leadership role, managing team size of 40 or above.
  • Bachelor’s degree in information technology, Computer Science, or a related field
  • At least 7 years’ experience of directly managing client services (desktop operation and helpdesk) teams.
  • Proven experience in designing, implementing, and optimizing ITSM processes.
  • Strong understanding of ITIL framework and other relevant industry standards.
  • Excellent leadership and people management skills, with a track record of building and leading high-performing teams.
  • Strategic thinker with the ability to align IT services with business objectives.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Demonstrated experience in vendor management and contract negotiation.
  • Knowledge of emerging technologies and their impact on IT service management.


Behavioral Core Competencies

  • Confidence around Sr. Leaders
  • Organizational Navigation
  • Transformational Leadership
  • Influential
  • Integrity
  • Negotiating Conflict

The Company is an equal employment opportunity employer.


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