Global Problem and Change Manager – Insurance – Hybrid Full Time

City, London
i3 Resourcing

Global Problem and Change Manager – Insurance – Hybrid

Global Problem and Change Manager

Incident Management, Service Request, ITIL

Insurance

City, London/Remote

Permanent

Up to £90,000 per annum + benefits + bonus

Global – Problem – Change – Manager – Incident Management – Service Request – ITIL – Customer Engagement – Insurance

My client is a well – respected global Insurance organisation and they are looking for a Global Problem and Change Manager to own the major Incident Management, Problem and Change Processes at a global level across all Technology functions and regions.

As the Global Problem and Change Manager, you will manage service delivery, provide Matrix team leadership, guidance and support and identify opportunities across IT and the wider Technology function to drive operational and service excellence.

This is a hybrid role requiring leadership ability and experience as well as being a hands-on practitioner, with sound experience of being able to execute owned processes.

You will play a key strategic and operational role as part of the Global Infrastructure & Service Operations (GISO) leadership team.

Key responsibilities:

• Reporting to the Head of Global Infrastructure & Service Operations to assist in forming a service operations and infrastructure management team.
• Develop and implement the Technology Problem Management Process and act as Problem Manager.
• Develop the maturity of the Technology Change Management Process and as Change Manager, including ownership of the Change Advisory Board and associated activities.
• Develop the maturity of the Technology Major Incident Management process and act as Major Incident Manager.
• Responsible for analysis and dissemination of process performance metrics for processes within ownership.
• Accountable for reporting and reviewing service performance related to owned processes
• In conjunction with GISO leadership team drive proactive engagement with support partners by collaborating in monthly Service Review meetings.
• Work in partnership with technology function leads and parent company technology managers on cross functional issues and improvement opportunities

Required skills/experience:

• Experience as a Senior IT Service Operations Manager in multi-region/multi-timezone context.
• Extensive Incident Management/Change management/Problem Management experience ideally as both process owner and hands on lead.
• Matrix management of multiple in house and supplier teams relating to Incidents, Problems and Changes.
• A continual improvement mindset and high levels of customer focus.
• Experience of working with internal and external partners to drive service excellence.
• A strong focus on outstanding service and prior experience of driving significant improvements in service delivery.
• Ability to drive change and process improvement in a maturing environment
• Able to identify risks and challenges and to mitigate appropriately
• Stakeholder management and business engagement

Global – Problem – Change – Manager – Incident Management – Service Request – ITIL – Customer Engagement – Insurance

Global Problem and Change Manager

Incident, Problem, Change

Insurance

City, London/Remote

Permanent

Up to £90,000 per annum + benefits + bonus