HomeServe USA

  • Vice President, Technology Operations

    Job Locations US-CT-Norwalk | US-PA-Canonsburg | US-TN-Chattanooga
    Job ID
    Information Technology
  • Overview

    HomeServe USA, ranked as a 2017 Top Work Place, provides emergency repair plans which are like roadside assistance for your home.  Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home.  Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain.  Come see why you should work for HomeServe USA!


    Position Overview


    The role will be located in Norwalk (CT), Pittsburgh (PA) or Chattanooga (TN) and report into the Chief Information Officer while working closely with PLC Group Executives based in the UK and internal customers including the C-level executives of Strategy, Marketing, Finance, Product, and Legal.  He/she will be a member of the Senior Management Team (SMT). Some travel to Europe will be necessary – approximately six trips per year in addition to some domestic travel which is not likely to exceed 30-40%.


    The overall responsibility and accountability will include information technology resources across HomeServe North America (HSNA) dedicated to the service quality delivered within Infrastructure, Data Center management, Telecom, Network, Service Desk/Help Desk, Application Support, IT vendor management, and IT finances.  As such, you will define the IT operation strategy, taking into account our objectives of service level, productivity, costs and performance in general.  As a key member within the North America IT leadership, you will work with the group wide technology teams in sharing best practices and establishing a group-wide technology vision in a manner that meets the objectives of HSNA and the global organization.  This position will be accountable to meet both internal and external customer requirements with efficient solutions that do not compromise quality.  The successful executive will partner with HSNA’s leadership to address a broad range of business strategy issues, including identifying and developing new business models, as well as forming alliances and partnerships.




    • Member of the Voice of the Customer committee.  HSNA is a customer first organization devoted to delivering an excellent customer experience.  The Technology Operations organization is responsible for delivering technology solutions that constantly enhance the tools we provide to our employees and customers that improve the experience. 
    • Executive leadership in the ongoing debate around organizational, process and system change (including informing prioritization and risk assessment of initiatives) and IS enablement of the same.
    • Recruitment and maintenance of a strong, performance focused, high-morale team with appropriate first-line bench strength and succession planning.  Active investment of time and effort in training, mentoring and professional development of team members.
    • Initiating and implementing strategic development plans and motivating development professionals to meet deadlines for these projects while assuring compliance with Audit and Regulatory requirements. 
    • Work closely with the project management function to deliver projects on time, on budget. 
    • Delivery of system change in HSNA, mindful of the need for alignment with global strategy, the US growth agenda, minimal customization and enablement of process and organizational standardization and optimization.  
    • Delivery and maintenance of a COBIT/COBIT 5 or similar IT controls environment, appropriate for a company aspiring to be Sarbanes Oxley compliant should HomeServe plc seek a listing. 
    • Maintenance of iron-clad data and network security throughout the IS environment, mindful of the critical importance of keeping customer and payment data secure in particular.
    • Maintenance of the highest level of system redundancy, disaster recovery and business continuity bearing in mind HSNA operates 24/7.
    • Responsibility for system (including telephony) reliability, and availability according to agreed metrics.
    • Delivery of helpdesk support according to agreed metrics.
    • Management and control of application code development, including the scoping, design, testing, and deployment/release process.
    • Managing directly employed development resources in the US locations as well as outsourced development resources provided by vendors chosen and managed by the CIO’s organization.
    • Delivery of IS projects using appropriate best-of-breed project management methodologies including agile methodology and phased projects with more frequent releases.
    • Performance management of all outsourced IS providers and vendors to ensure optimal quality and cost effectiveness.
    • Pivotal role in ensuring the global business transformation programs delivers successfully
    • Active collaboration with the ITLT, HomeServe PLC and IT teams throughout HomeServe globally to share best practices to the benefit of the global corporation.
    • Perform such other tasks and assignments to be determined as a result of changing business circumstances in a spirit of continuous improvement and teamwork.
    • Foster a quality and process mindset, and a culture of accountability, continuous improvement and urgency.
    • Improve the predictability and execution of delivery through pro-active engagement with business colleagues to maintain the supply / demand equilibrium.



    • Bachelor’s degree minimum, postgraduate qualification preferable.
    • A minimum of 15 years’ experience in information systems, including at least 5 years in a departmental leadership role.  Should have a combination of architecture, application development/program management, infrastructure, telecom and operations.
    • Deep knowledge of the IT industry, and a strong network with potential business partners, vendors and human resource.
    • Excellent communication skills both written and verbal, including ability to translate commercial objectives into IT delivery strategies in a manner understandable by non-technical leaders.
    • Attention to detail, and appropriate assessment of the detail’s relative importance.
    • Ability and willingness to think strategically and get hands dirty simultaneously, to delegate assertively but also to be close enough to the detail to know when to step in.
    • Experience in COBIT or a similar control framework is essential.
    • Proficient/familiar with ERP systems, SOA, ITIL, CMMi, etc.
    • Experience in working in complex multi-site organizations and managing complex projects.
    • Experience in e-commerce, including the developing field of social media, and integration of on-line payment mechanisms into in-house systems.
    • Experience implementing ISO27001 compliance would be useful.
    • This role will involve travel between HomeServe sites in the North-East and Chattanooga, TN, with periodic travel to Europe. 



    In return we offer

    • Competitive compensation
    • Career development and advancement opportunities
    • Business-casual attire throughout the week
    • Friendly, open and team oriented work atmosphere
    • Excellent benefits including generous medical, vision, dental and life & disability insurance
    • 401(k) plan with a company match


    HomeServe USA is an equal opportunity employer.


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