Sr Associate, IT Service Delivery en Fortitude Re
Fortitude Re · Nashville, Estados Unidos De América · Hybrid
- Oficina en Nashville
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. Fortitude Re’s leadership team has an average industry tenure of over 20 years, and an impressive track record of successfully managing the most complex legacy liabilities. 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. Click here for more information about Fortitude Re.
The Senior Associate, IT Service Delivery supports the effective and efficient delivery of IT services across the organization. This role plays a key part in ensuring operational stability, high service quality, and customer satisfaction by assisting with the monitoring, coordination, and improvement of IT service performance. The Senior Associate will partner closely with internal IT teams, business stakeholders, and external service providers to ensure that technology services meet defined service levels and align with organizational objectives. This role will be based in our Nashville, TN office on a hybrid basis.
What You Will Do:
Service Operations & Performance
- Support the monitoring and reporting of IT service performance against defined Service Level Agreements (SLAs).
- Assist in ensuring timely resolution of incidents, service requests, and escalations.
- Analyze service metrics and trends to identify recurring issues or opportunities for operational improvement.
- Collaborate with IT teams to maintain consistent service quality and availability.
Process & Quality Management
- Contribute to the implementation and continuous improvement of ITSM processes based on ITIL best practices.
- Document and maintain standard operating procedures (SOPs) and workflows related to service delivery.
- Participate in internal audits and ensure compliance with IT policies and regulatory standards.
- Support continual service improvement (CSI) initiatives to drive efficiency and service excellence.
Stakeholder & Vendor Coordination
- Serve as a key point of contact for service delivery-related inquiries from internal stakeholders.
- Coordinate with external vendors and service providers to ensure timely and effective issue resolution.
- Track vendor performance and assist in managing contractual deliverables.
- Support communication between technical teams and business users to ensure alignment on priorities and expectations.
Customer Satisfaction & Reporting
- Help measure and track user satisfaction with IT services through surveys and feedback mechanisms.
- Prepare and distribute regular service performance reports and dashboards.
- Escalate service risks or performance issues to the AVP, IT Service Delivery as appropriate.
- Promote a customer-first culture within IT service operations.
What You Will Have:
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 4+ years of experience in IT service management, operations, or technical support roles.
- Familiarity with ITIL/ITSM frameworks (ITIL Foundation certification preferred).
- Strong analytical, organizational, and problem-solving skills.
- Demonstrated ability to work collaboratively across teams and manage multiple priorities.
- Excellent communication and interpersonal skills, with a focus on customer service.
- Experience working with service management tools such as ServiceNow, Jira Service Management, or similar platforms.
#LI-Hybrid
The base salary range for this role is listed below and will be commensurate with candidate experience. Pay ranges for candidates may differ based on the cost of labor in that location. 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.
Check us out on YouTube: About Fortitude Re (youtube.com)
