Technology Service Management Lead
About The Position
The purpose of this role is to lead and define IT Service Management (ITSM) processes aligned with the overall IT strategy, driving adoption and compliance while prioritizing enhancements. Ensuring business outcomes through process efficiencies and improvements, managing customer experience, IT Service Desk, incident and request management, and core IT processes are key responsibilities. Additionally, direct supervision of teams leading business critical applications, vendor management, and budget control to ensure operational efficiency and effectiveness of computer operations.
Requirements
- Significant relevant experience.
- Tertiary Degree or equivalent combination of education and work experience.
- ITIL V3 foundation certificate must be held, and Expert (or equivalent) within the key processes.
- Communication
- Critical Thinking
- Customer Service
- Incident Response
- Information Technology (IT) Services
- Information Technology Applications
- Intentional collaboration
- IT Business Solutions
- IT Infrastructure Operations
- IT Operations Management (ITOM)
- Managing performance
- Operational Efficiency
- Problem Solving
- Risk Management
- Stakeholder Management
Nice To Haves
- Experience in computer operations.
- Ideally Expert (or equivalent) or Practitioner within one or more processes.
Responsibilities
- Collaborate with VP, Infrastructure Manager, IT Operations Manager, IT Customer Support Manager with overall strategies, maximizing productivity and performance, while defining and implementing plans, controls, and management information to ensure effective process adherence and continuous improvement.
- Maintain awareness of technical changes, legislative updates, and industry best practices.
- Develop and refine IT Service Management (ITSM) processes to meet customer needs and market changes.
- Lead embedding of ITSM processes within divisions and ensure effectiveness through MI.
- Build positive relationships with stakeholders to ensure processes deliver business outcomes.
- Promote a service-oriented culture within teams and third-party suppliers.
- Manage IT infrastructure expenses, optimizing costs and adhering to budget constraints.
- Provide leadership, mentoring, and coaching on service management and cost optimization.
- Support IT teams in cost control, reporting, and procurement policies.
- Balance operational delivery and risk commitments by identifying emerging, underlying, and accumulating risks across processes and controls. Understand their impact on service recipients and stakeholders, clearly communicate the risk landscape to leaders, and assist in prioritizing resources in response and formalizing, where required, in conjunction with the first line risk team.
Benefits
- Hybrid Working - a mix of working from home and in the office
- 22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basis
- Competitive 401(k) program with company match up to 8%
- Well-being program including holistic wellbeing coaching, gym membership, confidential counselling, financial and legal advice
- Tuition Reimbursement for professional certifications, and continuing education
- Employee Network and Community - QBE actively supports six Employee Networks, and many ways to give back to your community
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Insurance Carriers and Related Activities
Number of Employees
5,001-10,000 employees
