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 Assistant Vice President, IT Service Delivery is responsible for ensuring the efficient, reliable, and customer-focused delivery of IT services across the organization. This role sits at the intersection of IT operations, customer experience, and business strategy, serving as the primary liaison between IT Teams. The AVP will oversee service performance, drive process improvements, and ensure alignment of IT services with organizational goals.
This position requires strong leadership, a deep understanding of IT Service Management (ITSM) frameworks (such as ITIL), and the ability to influence both internal teams and external service providers. This role will be based in our Nashville, TN office on a hybrid basis.
What You Will Do:
Service Performance & SLAs
- Monitor, manage, and report on IT service performance against defined Service Level Agreements (SLAs).
- Ensure incidents, service requests, and escalations are resolved within agreed timelines.
- Drive operational excellence through proactive performance monitoring and analytics.
Stakeholder Management
- Act as the primary liaison between IT teams and leadership, ensuring clear communication and alignment of priorities.
- Translate business needs into IT service delivery objectives.
- Partner with leadership to ensure IT services support strategic goals.
Process & Quality Management
- Implement, maintain, and optimize ITSM processes (based on ITIL best practices).
- Lead continual service improvement (CSI) initiatives to enhance efficiency and service quality.
- Ensure compliance with IT policies, standards, and regulatory requirements.
Team & Vendor Coordination
- Manage third-party vendors and service providers to ensure contractual obligations are met.
- Coordinate cross-functional teams to deliver seamless IT support.
Customer Satisfaction & Reporting
- Regularly measure and improve user satisfaction with IT services.
- Provide executive-level reporting on service performance, trends, risks, and improvement opportunities.
- Foster a customer-first mindset within IT service delivery teams.
What You Will Have:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 7+ years of progressive experience in IT service management, operations, or delivery.
- Strong knowledge of ITIL/ITSM frameworks (ITIL certification preferred).
- Proven experience managing SLAs, vendor relationships, and IT support teams.
- Excellent communication, negotiation, and stakeholder management skills.
- Ability to balance strategic vision with hands-on operational oversight.
- Ability to influence key stakeholders and collaborate effectively.
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.
Base Salary Range: $130,000 USD - $150,000 USD
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.
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