AVP, ITSM Manager

Fortitude Reinsurance Company Ltd. (Fortitude Re) is one of the world’s leading providers of legacy fois 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 its 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, while continually strengthening their ability to pursue further growth and provide innovative solutions for the global insurance industry.

The ITSM Manager is responsible for governing and driving excellence across the organization’s core ITSM processes—including Change Management, Incident Management, Problem Management, and the Root Cause Analysis (RCA) program. The role works closely with all parts of the organization, including Infrastructure, Cloud, Security, Applications, and Business Units, to ensure stable, reliable IT services andீ disciplined operational processes. The ITSM Manager provides both leadership and coordination to reduce service disruptions, improve service availability, and ensure high‑quality execution of IT changes and operational activities.

What You Will Do:

• Own and manage the end‑to‑end Change Management process across the enterprise.
• Review and validate Requests for Change (RFCs) for Exceptions, risk, impact, testing, rollback plans, and communication requirements.
• Facilitate and chair the Change Advisory Board (CAB) and emergency change approvals (ECAB).
• Maintain the Forward Schedule of Change (FSC) and ensure conflicts, maintenance windows, and business impacts are managed.
• Drive adherence to the Change Management policy and ensure continuous improvement of process maturity.
• Track and report on key change KPIs: success rate, failure rate, emergency changes, and process compliance.

• Act as the Incident Manager during major or critical incidents to restore services quickly and minimize business impact.
• Coordinate IT teams, vendors, and business stakeholders during high‑severity events.
• Ensure timely communication and status updates to leadership and impacted teams.
• Validate that incidents are properly categorized, prioritized, and documented.
• Conduct post‑incident reviews and ensure follow‑up actions are completed.

• Own the Problem Management lifecycle, including problem detection, logging, analysis, and resolution.
• Identify recurring incidents and drive the creation of Problem Records and Service Improvement Plans.
• Maintain and improve the Known Errorinning Database (KEDB) to support faster incident resolution.
• Work with engineering and operations teams to implement long‑term fixes that reduce MTTR and recurring issues. Credential UBU.

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• Lead and facilitate structured RCA sessions using methodologies such as 5 Whys, Ishikawa (Fishbone), and Fault Tree Analysis.
• Ensure RCAs are documented with clear corrective and preventive actions, owners, and timelines.
• Track long‑term corrective actions to completion and validate effectiveness.
• Present RCA findings to senior leadership and partner teams in a clear, actionable format.

What

You Will Have:

• 7+ years of experience in IT Service Management or IT Operations.
• Strong understanding of ITIL frameworks, particularly Change, Incident, and Problem Management.
• Experience facilitating CAB meetings and managing change processes in complex environments.
• Excellent…