Application Service Lead: End-to-End Ownership & Insight

What you’ll be doing

• Building strong relationships: You’ll act as a trusted partner to senior business stakeholders and Operations. Listening carefully, challenging thoughtfully, and helping teams navigate priorities, risks, and opportunities together. You’ll also work closely with Change and Domain Leads to ensure ownership is clear and work lands in the right place.
• Owning services end to end: You’ll help define what good looks like for service performance, resilience, and cost. You’ll hold delivery teams and partners to account for delivering it. You’ll produce clear, timely management information that shows performance, trends, and risks.
• Driving continuous improvement: When issues arise, you’ll lead resolution with a calm, structured approach. You’ll look beyond symptoms, identify root causes, and ensure lessons are learned and applied.
• Being the application expert: You’ll act as a subject matter expert across Lloyd’s regulatory, supervisory, and operational platforms. Supporting incidents, escalations, and risk discussions with confidence and credibility. You’ll maintain a deep understanding of our application landscape and business processes.
• Shaping solutions and strategy: Working with Architecture teams and Accenture, you’ll assure solutions are feasible, well designed, and aligned to our enterprise standards and strategic priorities.
• Managing partners and value: You’ll be the link between internal teams and our strategic suppliers. Managing escalations, supporting contract discussions, and helping drive service quality, value, and accountability. You’ll also define and track KPIs, support cost optimisation, and create feedback loops that genuinely improve performance.
• Supporting change and transition: You’ll support the introduction of new applications and services, including review and sign-off. You’ll work with Domain Delivery Leads to prioritise BAU, small change, and transformation work.

What you’ll bring

• Working in a highly outsourced IT environment.
• Strong knowledge of IT applications and services within the Lloyd’s or wider insurance market.
• Senior stakeholder engagement, with the confidence to influence and challenge.
• Service management and ITSM frameworks (ITIL v4, COBIT), especially Incident, Problem, Change, and Release.
• Managing third-party suppliers and service agreements.
• Application and service ownership across complex environments.
• Data analysis, reporting, and performance management.
• Budget management, forecasting, and cost optimisation.
• Microsoft technologies (O365, SharePoint, Teams) and public cloud platforms (Azure, AWS).
• You’re curious, focus on what matters, and are comfortable owning outcomes.

Benefits

We understand that our work/life balance is important to us all and that a hybrid of working from the office and home can offer a great level of flexibility. Flexible working forms part of a total reward approach which offers a host of other benefits over and above the standard offering (generous pension, healthcare, wellbeing etc). These include financial support for training, education & development, a benefit allowance (to spend on our flexible benefits such as gym membership, dental insurance, extra holiday or to partake in our cycle to work scheme), employee recognition scheme, and various employee discount schemes.

Diversity and inclusion

Diversity and inclusion are a focus for us – Lloyd’s aim is to build a diverse, inclusive environment that reflects the global markets we work in. One where everyone is treated with dignity and respect to achieve their full potential. In practice, this means we are positive and inclusive about making workplace adjustments, we offer regular health and wellbeing programmes, diversity and inclusion training, employee networks, mentoring and volunteering opportunities as well as investment into your professional development.