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IT Service Manager

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Hiscox USA

10d ago

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
    Product
  • Lisbon
  • Quick Apply

AI generated summary

  • You need ITIL knowledge, major incident management experience, insurance product ownership, technical software delivery skills, strong analytical abilities, and excellent communication and stakeholder management.
  • You will manage incidents, ensure service delivery meets standards, define agreements, and drive continuous improvement while fostering relationships and supporting your team.

Requirements

  • A working knowledge of the ITIL framework.
  • Experience in managing the resolution of major incidents.
  • Previous experience as a Product Owner, specifically with experience within Insurance ideally with an exposure to underwriting.
  • A technical background in software delivery and digital platforms is essential for this role.
  • Strong analytical skills and complex problem solving is paramount to the success of this role.
  • Ability to communicate a product vision and a set of objectives, as well as delivering change through teams (both internal and third party).
  • Strong ability to communicate effectively and influence at different levels of the organisation.
  • Ability to manage complexity in prioritisation and stakeholder management.
  • Adept at written, verbal, and listening skills.
  • Comfortable working with both traditional methodologies and modern agile methodologies in a multi-faceted application estate with a wide range of different tools and technologies.

Responsibilities

  • Incident Management: Creating a strong and trusted incident management presence within the business is paramount. Managing technical incidents in line with the current Hiscox incident management process, and where necessary offering improvement measures. Owning the Post Incident Review meetings, process, and outputs to enable root cause identification and eradication of repeat incidents. Ensuring regular stakeholder engagement updates are delivered, and showing significant control at all times throughout and post the incident.
  • Service Strategy: Delivering the strategies for IT service management that align with the organization's goals.
  • Service Operations: Overseeing service delivery and collaborated with Product Team to ensure that services are delivered according to standards.
  • Service Level Agreements: Defining service level agreements (SLAs), experience level agreements (XLA), and operational level agreements (OLAs).
  • Service Quality Measurement: Creating the measurement and success criteria of new and existing IT services, and providing customer and department visibility of end user feedback via satisfaction surveys or focus group outputs.
  • Technical Change: attending the weekly CAB meetings ensuring changes have service management focus and agreement.
  • Continuous Improvement: Putting in place a program for continual service improvement, ensuring end users and focus group’s feedback is heard and translated into measurable improvements. Identifying and measuring quality of service is equally as important as service availability.
  • Reporting: Ensuring that adequate reporting on ITSM functions is met in line with business requirements and meets the needs of a mixed business audience.
  • Relationship Building: Ensuring mutually beneficial relationships are built and fostered across multiple business units and departments.
  • A working knowledge of the ITIL framework.
  • Experience in managing the resolution of major incidents.
  • Resilience: ensure the provision of all UW applications to meet the quality, resilience and usability of all user groups.
  • Customer Liaison: collaborate with the Group underwriting leadership team and BU underwriting teams in setting and driving the strategic agenda for all applications within the underwriting function to ensure they support the Group Technology goals to Simplify, Protect and Enable the wider business.
  • Technical Consultant: nurture ideas and propose solutions to existing Claims function problems, determine roadmaps for the applications, and manage or liaise with support teams to achieve goals and objectives.
  • Ensure: All underwriting function applications are robust, secure, scalable and comply with regulatory mandates and standards.
  • Manage, inspire, and develop the team. Ensure they have necessary capabilities/training to perform their roles to the highest standards.
  • Promote a commercially oriented culture where the support team recognize their importance to Hiscox’s commercial aims and work to enhance and enable them.
  • Provide relevant strategic management information to stakeholders as required to help assess project progress, service levels, and key decisions.
  • Adopt a value focused approach to technology leadership, maximizing commercial return on investment, whilst effectively managing a finite budget.

FAQs

What is the job title for this position?

The job title for this position is IT Service Manager.

Where is the location for this job?

The location for this job is Lisbon.

What are the main responsibilities of the IT Service Manager?

The main responsibilities of the IT Service Manager include incident management, service strategy, service operations, defining service level agreements, service quality measurement, managing technical changes, facilitating continuous improvement, reporting, and relationship building.

What qualifications are required for the IT Service Manager role?

A working knowledge of the ITIL framework and experience in managing the resolution of major incidents are required.

Are there any beneficial skills for this role?

Yes, beneficial skills include experience with Power BI Reporting, Agile Delivery, ITSM Toolsets, and Vendor Management.

What type of contract is being offered for this position?

The position is a permanent contract.

Who does the IT Service Manager report to?

The IT Service Manager reports to the IT Service & Change Management Team Lead.

What kind of culture does Hiscox promote?

Hiscox promotes a culture of diversity and inclusion, believing that it drives success.

What benefits does Hiscox offer?

Hiscox offers a benefits package that includes a bonus, contributory pension, 25 days annual leave plus 2 Hiscox days, a 4-week paid sabbatical after every 5 years of service, private medical for all the family, and more.

Is experience in the insurance sector required for this role?

While not explicitly required, previous experience in the insurance sector, particularly with exposure to underwriting, is preferred.

What support is provided for professional development?

Hiscox encourages a culture where team members are inspired and developed, and they ensure employees have the necessary capabilities and training to perform their roles to the highest standards.

How does Hiscox promote work-life balance?

Hiscox has introduced a hybrid working model that allows teams to set their own working arrangements to encourage a healthy work-life balance.

What is a key measurement of the IT Service Manager's success?

The end-user experience is a key measurement of success for the IT Service Manager role.

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Hiscox USA

Encourage Courage

Finance
Industry
1001-5000
Employees
1901
Founded Year

Mission & Purpose

Hiscox USA is a growing specialty insurance company with offices across the US. Hiscox USA is part of the $3 billion Hiscox Group, with over 100 years of history and 31 offices in 14 countries worldwide. We Encourage Courage among our customers, partners and employees and challenge US businesses to do more and be more. Hiscox USA's portfolio of specialty risk solutions include insurance covering a broad spectrum of professional E&O, GL, cyber & data security, media liability, entertainment production risks, D&O and management liability, crime, kidnap & ransom, terrorism and commercial property products.