Head of Product Support (Insurance)

TL;DR

Head of Product Support (Insurance): Establishing and leading a global, standardized product support function within Enterprise IT with an accent on application-layer triage, routing, and service stability. Focus on consolidating fragmented support teams, implementing ServiceNow as the enterprise ITSM platform, and driving a shift from incident resolution to issue prevention.

Location: Fully remote, must be based in the United States

Salary: $60,000 - $150,000 / year

Company

A specialist professional services and technology firm partnering with leading insurance and highly regulated global businesses to manage risk and digital transformation.

What you will do

• Consolidate all Line of Business application support teams into a single, global Enterprise IT function.
• Build a consistent global operating model and a follow-the-sun support strategy.
• Lead application-layer triage and routing to ensure high-quality issue classification and reduce delays.
• Standardize triage, escalation, and problem management processes aligned with ServiceNow.
• Implement comprehensive reporting on incident volumes, recurring defects, and product-level stability.
• Collaborate with Product Teams to translate recurring issues into backlog items and eliminate systemic defects.

Requirements

• Proven leadership of application or product support at a global scale.
• Deep understanding of ITIL-aligned incident, request, and problem management.
• Experience standardizing fragmented support models across multiple teams.
• Experience implementing or operating ServiceNow or an equivalent ITSM platform.
• Must be based in the United States.
• Strong stakeholder management skills at the senior and executive levels.

Nice to have

• Experience across both Infrastructure/Service Operations and Product/Application support.
• Experience in federated organizations transitioning to centralized models.
• Exposure to global operating models and cost optimization initiatives.

Culture & Benefits

• Permanent full-time employment with a global team of over 8,000 professionals.
• Fully remote work environment.
• Opportunity to lead a high-impact organizational transformation.
• Focus on innovation, automation, and continuous colleague development.