Arch

VP, Global End User Services

Entity Arch Capital Services Inc
Job Locations US-NC-Raleigh
Job ID
2020-3515
Business Segment
Corporate
# of Openings
1
Category
Information Technology

The Position

The Vice President, Global End User Services (EUS) provides corporate end user support services and global EUS engineering standards and governance. The VP, Global EUS will primarily coordinate and drive global standards for OneArch End User Services to simplify and unify consistent solutions and engineering governance and will provide direct service desk services where affiliates do not have their own EUS. This will involve (but not limited to) cloud adoption, VDI, physical PC standards, patching/imaging, and ServiceNow for service desk workflows for high efficiency and performance.  

 

Corporate end user services involves coordinating and driving resolution of customer issues by troubleshooting, end-user solution fixes, negotiating priority with the customer, and communicating to the proper support function. The VP, Global EUS ensures specific requirements of customer support service level agreements (SLA’s) are met. They will also provide efficient end-user technology solutions to the business units that streamlines processes, improves productivity, and adapts to changing needs. She/he is responsible for building and managing an End User Support Team that delivers all technology consumed by our end users, including all physical and virtual desktop infrastructure, mobile endpoints, telecommunication systems, and service delivery applications.

 

Arch is a global leader in providing specialty insurance and reinsurance solutions to today's challenges and tomorrow's opportunities. If you're interested in joining a dynamic company and working with a team of motivated, high caliber individuals, apply today and come grow with us!

Job Responsibilities

  • Plan the budget of hardware/software lifecycle requirements for all end-user computing technologies
  • Own the IT Support function in IT; act as the single point of contact for all support escalations
  • Manage the major incident management process
  • Manage relationships across various levels and business partners globally
  • Accountable for the End User Support department's day to day workload distribution, prioritization, scheduling, and communication
  • Manage a global staff to accomplish results through effective recruitment, selection, training, development, performance management, and recognition
  • Lead ServiceNow development and application support team
  • Manage vendors for cloud and on-premise technologies
  • Provide portfolio and financial management for the products and workforce of End User Engineering team
  • Manage Arch's Service Desk function to prescribed SLA's and define new valuable quality measurements
  • Responsible for defining, engineering, maintaining, and upgrading end-user and telecommunication technologies
  • Develop and maintain relationships with external vendors and monitor or adopt product roadmaps related to desktop technology
  • Responsible for the operation and long-term vision for our virtual desktop and application deployment approaches
  • Manage the department cost center including budgeting, monitoring approvals, expenses, and cost variance reporting
  • Facilitate end-user communication solutions, timing, and messaging of System Notification related updates
  • Develop and maintain policies/procedures for customer complaints/requirements to an area of designated product responsibility to ensure customer satisfaction and regulatory compliance
  • Own, operate, and enhance the Arch Capital ITIL platform for service, incident, and change management
  • Manage all planning, deadlines, and deliverables for desktop, voice or mobile endpoints related projects by ensuring that all resources have been allocated and deadlines have been met
  • Establish and maintain corporate customer support metrics; communicate with senior management to report on operational metrics and other key performance indicators

Required Skills/Experience

The Expertise We're Looking For

  • Prior experience managing a series of product teams working in agile methodology with a focus on delivery and operations of business-critical applications
  • Strong understanding of End User Computing technologies and mindset of Operational Excellence and Service Level Management
  • Relationship Management across various levels and business partners globally
  • Ability to partner across business units and product teams to gather requirements, design, and implement solutions
  • Vendor Management for cloud and on-premise technologies
  • Provide people management for a team of 180 associates across multiple global locations
  • Portfolio and financial management for the products and workforce of End User Engineering and Support teams
  • Proven track record providing a high level of customer satisfaction for all service offerings
  • Budget planning of hardware/software lifecycle requirements for all end-user computing technologies

 

The Skills You'll Bring

  • Experience managing a global IT Organization with highly visible product delivery
  • Experience leading a large scale ITIL based application from end to end
  • Strong collaboration skills to partner with our product engineering teams to help provide End User Computing solutions for our customers
  • Thought leadership on product offering across the various end-user technologies and act as Service Owner
  • Partner across product and engineering teams to shape the direction of new end-user computing offerings focused on the premium and critical customer base
  • Ability to interface with senior executives, partners, vendors, and deliver technical solutions for their end-user computing needs.
  • Experience delivering and managing cloud-based SAAS solutions at enterprise scale

 

The Value You'll Deliver

  • Outstanding influence, collaboration, and communication skills
  • Excellent management skills with the ability to create a positive, collaborative work climate
  • Proven experience in driving effective stakeholder status, decisions, and communications
  • Ability to negotiate resolution of issues and conflicts
  • Resource management, including resource estimation and allocation
  • Strong financial management orientation and robust analytical capabilities
  • Serve as the end-to-end service owner of the end-user computing technologies, guiding the Engineering and Operations team to work iteratively to ensure the releases are well designed, developed, tested and documented
  • Provide product strategy, planning and execution throughout the product lifecycles, including customer requirements, product vision, roadmap and KPIs

Education

  • Bachelor's Degree in Computer Science or related field and/or equivalent work experience

The Company

Arch Capital Group Ltd. is a Bermuda-based company which provides insurance, reinsurance and mortgage insurance on a worldwide basis.  Arch Capital Services Inc. provides support and expertise to entities across ACGL to help them operate effectively and efficiently. Arch is committed to helping its associates create what’s next by providing access to a variety of programs supporting your professional development and a culture that encourages innovation, collaboration and professional growth. We seek talent that thinks innovatively, values collaboration and will go the extra mile to serve our customers and develop our company.

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