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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
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