Technology Service Management Manager

Primary Details

Time Type: Full timeWorker Type: EmployeeThe purpose of this role is to lead and define IT Service Management (ITSM) processes aligned with the overall IT strategy, driving adoption and compliance while prioritizing enhancements. Ensuring business outcomes through process efficiencies and improvements, managing customer experience, IT Service Desk, incident and request management, and core IT processes are key responsibilities. Additionally, overseeing country-specific IT support, vendor management, and budget control to ensure operational efficiency and effectiveness of computer operations.

Responsibilities:

• Collaborate with GIS Heads to align IT objectives with overall strategies, maximising productivity and performance, while defining and implementing plans, controls, and management information to ensure effective process adherence and continuous improvement.

Maintain awareness of technical changes, legislative updates, and industry best practices.

Develop and refine IT Service Management (ITSM) processes to meet customer needs and market changes.

Lead embedding of ITSM processes within divisions and ensure effectiveness through MI.

Build positive relationships with stakeholders to ensure processes deliver business outcomes.

Promote a service-oriented culture within teams and third-party suppliers.

Manage IT infrastructure expenses, optimising costs and adhering to budget constraints.

Provide leadership, mentoring, and coaching on service management and cost optimisation.

Support IT teams in cost control, reporting, and procurement policies.

Balance operational delivery and risk commitments by identifying emerging, underlying, and accumulating risks across processes and controls. Understand their impact on service recipients and stakeholders, clearly communicate the risk landscape to leaders, and assist in prioritising resources in response and formalising, where required, in conjunction with the first line risk team.

Work Experience:

Necessary Work Experience includes:

• Significant relevant experience.

Preferred Work Experience includes:

• Experience in computer operations.

Qualifications:

Necessary Qualifications include:

• Tertiary Degree or equivalent combination of education and work experience.
• ITIL V3 foundation certificate must be held, and Expert (or equivalent) within the key processes.
• Ideally Expert (or equivalent) or Practitioner within one or more processes.

Global Disclaimer:

The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

US Only Disclaimer:

To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

US Only - Travel Frequency:

Occasional (approximately 5-10 trips annually)

US Only - Physical Demands:

General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.

Skills:

Communication, Critical Thinking, Customer Service, Incident Response, Information Technology (IT) Services, Information Technology Applications, Intentional collaboration, IT Business Solutions, IT Infrastructure Operations, IT Operations Management (ITOM), Managing performance, Operational Efficiency, Problem Solving, Risk Management, Stakeholder Management

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.