At a Glance
- Tasks: Lead application support and IT service management for critical insurance platforms.
- Company: Join DHL, the world's leading logistics provider with a global presence.
- Benefits: Flexible work environment, competitive pay, and opportunities for professional growth.
- Other info: Work in a diverse team and enjoy international collaboration.
- Why this job: Make a real impact in a dynamic industry while enhancing your skills.
- Qualifications: 12+ years in IT service management; ITIL certification preferred.
The predicted salary is between 41000 - 45000 £ per year.
About DHL and IRM
DHL Group, the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.
In Insurance & Risk Management (IRM) we focus on being trusted advisors by connecting with business colleagues and understanding their needs. We manage and mitigate risk and deliver quality insurance products and services to protect the company’s employees, assets and liabilities and to meet its contractual obligations to customers across the group.
Job Purpose
Provide leadership in designing and implementing application support and IT service management strategies to ensure high-quality production IT services, stability, and resilience across IRM core platforms, in alignment with business strategy, insurance regulatory requirements, and Group policies and standards. Lead the global application support function, ensuring consistent service delivery, incident response, problem management, and operational excellence for business-critical insurance applications.
Key Responsibilities
- Leverage experience with insurance platforms such as Origami, Salesforce, Riskonnect, and similar systems
- Design, implement, and continuously enhance the application support and IT service management strategy aligned with business objectives and Group policies
- Define and improve ITSM processes, including Incident, Problem, Change, Release, and Service Lifecycle Management
- Lead global application support teams and external vendors, including 24/7 support operations and regional delivery models
- Ensure high availability, stability, and performance of critical IRM applications (e.g., underwriting, claims, and policy systems)
- Monitor service performance through SLAs, KPIs, and reporting, driving continuous service quality improvement
- Own incident and problem management processes, including root cause analysis and implementation of preventative actions
- Ensure all production changes comply with change management governance and control frameworks
- Oversee environment management, release coordination, and production readiness activities
- Collaborate with Product, Architecture, and TAT teams to ensure alignment between application support, delivery, and platform design
- Provide technical and operational expertise in resolving complex cross-application and integration issues
- Drive continuous improvement initiatives to enhance efficiency, effectiveness, and operational resilience
- Develop and maintain service management documentation, standards, and stakeholder communication across IT and business functions
Qualifications & Key Requirements
- Bachelor’s degree in Technology, Engineering, Management, or related field (Master’s degree preferred)
- ITIL certification (Foundation / Intermediate / Expert) preferred
- 12+ years of experience in application support, IT service management, or IT operations leadership roles
- Strong expertise in ITIL frameworks, including incident, problem, change, and service management
- Proven experience managing technical support teams, global vendors, and 24/7 operational support models
- Experience in insurance or regulated industry environments is highly desirable
We Offer
- Great opportunity to work for the biggest logistics company in the world
- International and virtual environment
- Flexibility and great opportunity to learn
- Tempting Compensation and benefits
- Car / Car allowance
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
