Job Board

Companies

Thomas Miller

Lead IT Services Manager

London Full-Time 45000 - 63000 £ / year (est.) No home office possible

Apply now

At a Glance

Tasks: Lead IT service teams and ensure top-notch service delivery.
Company: Join Thomas Miller, a leader in the insurance industry.
Benefits: Enjoy a dynamic work environment with opportunities for growth and learning.
Why this job: Be the face of IT, driving improvements and making a real impact.
Qualifications: Experience in IT Service Management and strong communication skills required.
Other info: Contract position with potential for future opportunities.

The predicted salary is between 45000 - 63000 £ per year.

Join to apply for the Lead IT Services Manager role at Thomas Miller

Continue with Google Continue with Google

Join to apply for the Lead IT Services Manager role at Thomas Miller

Direct message the job poster from Thomas Miller

We are looking for an interim Lead IT Services Manager to lead our IT service teams and a number of associated initiatives. The overall objective is to ensure that the services provided by Thomas Miller IT meet the agreed service levels and are continually improved, whilst maintaining excellent relationships with our key business stakeholders through regular engagement and communication.

The successful candidate will be the face of IT Service within Thomas Miller, developing a broad knowledge of the business along with a good level of knowledge of Information Technology and ideally of core insurance business processes such as underwriting, claims, finance and reporting.

Key Responsibilities:

Manage the IT Service Desk and Service Management teams
Establish and maintain effective relationships with Thomas Miller IT’s internal customers
Monitor the delivery of IT BAU Services, ensuring they are fit for purpose and are evolving to meet changing customer needs
Identifying Service Improvement opportunities, delivering these through the service teams where possible or raising them to the relevant IT function and tracking remediation
Prepare monthly service reports, presenting these to stakeholders in service review meetings
Ensure regular reporting evolves and develops to support clear demonstration of service value and operational effectiveness, enhancing metrics and identifying problem areas
Establish a robust process for, and coordinate and oversee the response to, Major Incidents including business communications
Establish and oversee a Problem Management process to support recommendations for ongoing improvements to the services offered
Develop and manage a robust Root Cause Analysis (RCA) process to support service improvements managing and mitigating actions with the relevant technical teams
Identify opportunities to introduce customer self-service
Develop, maintain and drive a strategic roadmap of service improvement initiatives
Maintain an up-to-date knowledge of hardware, software and general IT systems by studying relevant publications and participating in educational programs
Drive automation of routine tasks to optimise service
Lead investigations into customer service issues and escalations
Coordinate and communicate scheduled IT outages, minimising business impact
Look at opportunities to Shift left and take on repetitive tasks from the 2nd/3rd line teams that have an opportunity to be automated or managed within the team.

Person Specification:

Prior experience of working in an IT Service Management role, liaising with multiple IT and business functions and third-party suppliers
Demonstrable experience of successful engagement with senior stakeholders
Strong experience of, ITIL Service Management concepts, principles and processes

Technical skills

A solid understanding of the IT Infrastructure required to deliver IT Services and the relationship between constituent components of a Service
Able to clearly articulate complex IT concepts / terminology to a non- technical audience
Good experience of working with, and configuring, ServiceNow as an ITSM
Experience of IT Service Monitoring tools, e.g. SolarWinds, Cisco Thousand Eyes end point, Nethink

Specialist knowledge

It is desirable to have knowledge of Insurance Line of Business applications and processes (underwriting, claims, credit control, payments, portals etc.).

Educational background or qualifications

ITIL v3 Foundation or above
Strong influencing skills, able to inspire colleagues to drive service improvement
Strong communications skills; written and verbal. Negotiate favourable outcomes
Organised; prepare and follow plans
Able to empathise with customer issues, requests etc.

Seniority level

Seniority level

Not Applicable

Employment type

Employment type

Contract

Job function

Job function

Information Technology
Industries

Insurance

Referrals increase your chances of interviewing at Thomas Miller by 2x

Sign in to set job alerts for “Information Technology Services Manager” roles.

Continue with Google Continue with Google