Head of Service Management in London

The role reports into the Group CTO and will be accountable for overseeing the Service Management functions within the Chaucer Technology Group (CTG). This role leads a key department as part of the evolution of the operating model and is instrumental in modernising the ways of working. This role requires a strategic thinker with a Service Management background and proven leadership skills. The role has overall accountability for the Service Management vision and roadmaps that support and advance the company's business objectives. It also involves leading and mentoring a team of Service Desk, End User Computing, Service Delivery and ITSM Service technicians, and collaborating with cross-functional teams within a matrix organisation. They will lead Service Management resources (internal and 3rd party) across multiple Service Management teams, ensuring that business and technology requirements are both delivered and aligned.

Service Excellence and inter-group delivery is at the core of the function, providing first-rate support, communications and technical change management across our global CTG service model. Leadership, underpinning governance and ITGC management across our technology estate will also be monitored, maintained and supported through the Service Management function.

Job Description

• Develop and communicate the overall Service Management strategy and long-term vision for CTG, ensuring it aligns with the company's broader business goals.
• Design, implement, and maintain the service management framework, including policies, processes, service operation procedures, in alignment to best practices.
• Manage strategic relationships with internal business stakeholders and external service providers to ensure alignment on service requirements and performance.
• Identify risks associated with new tools, processes and ways of working and establish procedures to mitigate those risks.
• Oversee the entire service lifecycle, including strategy, design, transition, operation, and continual service improvement.
• Ensure service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) are defined, monitored, and met or exceeded across all commissioned services.
• Protect and govern CTG managed production systems through robust and auditable technical change control, release management, event management and documentation.
• Provide front line support and communications across CTG delivery to the business and stakeholders.
• Structure and support all audit activity and risk mitigation responsibilities across the Service Management, Level 1/Level 2 support and request fulfilment duties.
• Being an active member of the Technology Leadership team.

Leadership and Strategy:

• Demonstrates a high level of self-awareness through a commitment to continuous, personal improvement and learning.
• Demonstrates high personal resilience and ability to adapt to change.
• Builds effective teams, coaches and mentors people.
• Translates organisational vision through effective goal setting and strategic planning. Able to think creatively and innovatively.
• Understanding of the way the business works and displays knowledge of the external marketplace, to drive the business forward.
• Striving to build key relationships and showing ownership of targets; focusing on results.
• Develop and execute the Service Management strategy in alignment with the company's overall objectives.
• Provide visionary leadership to the Service Management teams.
• Create and maintain a culture of Service Management excellence in the company.
• Ensure that the team is working efficiently and effectively, bringing an Agile mindset, adapting to changing circumstances while working within the organisational constraints of budget, resource whilst adhering to quality standards.
• Motivate the team to deliver the best services possible, and take accountability for the teams’ actions and decisions.
• Set clear goals, foster a culture of ownership and collaboration, and provide opportunities for continuous professional development.

Technical Delivery Management:

• Oversee the Service Management delivery, planning and execution of all IT Service Management across Chaucer. Ensure work is completed on time, within budget, and to the highest quality standards.

Technical Oversight:

• Provide Service Management guidance and support to the Service Management teams. Ensure the adoption of best practices and the latest technologies. Ensure standardisation, simplification and effectiveness across the technology value chain.

Vendor Management:

• Manage, support and audit the onboarding/offboarding of third-party providers in line with best practice.
• Monitor and review Service Management vendor performance against agreed KPIs and metrics.
• Complete regular governance meetings with vendors to review performance.
• Ensure compliance with industry standards and regulations.

Stakeholder Engagement:

• Collaborate with key stakeholders, including senior management, clients, and partners, to understand their needs and ensure successful product outcomes.

Risk Management:

• Identify and mitigate risks associated with Service Management activities.
• Implement robust processes and controls to ensure compliance with industry standards and regulations.

Performance Monitoring:

• Establish and monitor key performance indicators (KPIs) to track the success of Service Management initiatives. Continuously seek opportunities to improve efficiency and effectiveness.

Skills and Competencies:

• Creates an inclusive environment that values individual difference to leverage diversity.
• Relevant industry experience in Service Management roles, with previous experience in a Service Management leadership position.
• Problem-Solving – Excellent analytical and problem-solving abilities. Ability to think strategically and make data-driven decisions.
• A team-builder and collaborator, who can work comfortably in a highly collaborative setting.
• Can work comfortably with senior business leadership, has a positive can-do attitude, open and welcoming to change.
• Have exceptional leadership skills, being able to influence cross-functional departmental leaders in a particular direction.
• Can quickly form meaningful connections inspiring trust and confidence in others.
• Detail and quality oriented, with a customer focus, an exceptionally keen eye for detail and highly organised.
• Able to manage multiple priorities and meet deadlines, demonstrating an ability to remain calm under stress and in times of uncertainty.

ABOUT US

Chaucer is a leading insurance group at Lloyd’s, the world’s specialist insurance market. We help protect industries around the world from the risks they face. Our customers include major airlines, energy companies, shipping groups, global manufacturers and property groups. Our headquarters are in London, and we have international offices in Bermuda, Copenhagen, Dubai and Singapore to be closer to our clients across the world. To learn more about us please visit our website.

Chaucer is committed to diversity, actively values difference and respects people regardless of the protected characteristics which are outlined in the Equality Act 2010 (UK legislation) as a result of the Equal Treatment Directive 2006 (EU legislation). A diverse workforce and an inclusive workplace are core to our success as a business and integral to our winning strategy and culture. We recruit from the widest available pool of talent, and our hiring, assessment and selection process is fair, free from bias and one which ensures we select the right person for the job, based on merit. We are committed to promoting a culture that actively values difference, and recognises that everyone has the right to be treated with dignity and respect throughout their employment. We are open to considering flexible working arrangements for all roles and encourage you to outline your needs during the interview process.