IT Service Manager
London | Permanent | Full-Time | Hybrid Working
An excellent opportunity has arisen for an IT Service Manager to join a respected, international insurance and financial services organisation. In this role, you will lead and develop a team of IT Service Operations Analysts and IT Business Systems Analysts, ensuring effective IT operations, continuous improvement of ITIL-aligned service management processes, and delivery of high-quality operational reporting.
This position is ideal for an experienced IT leader with strong insurance sector knowledge, looking to make a significant impact in a high-profile service management function.
About the Team
The IT Service Management and Operations team plays a pivotal role in ensuring the stability, efficiency, and continuous improvement of IT services across Markel's global operations. Its remit covers:
* IT service operations and delivery
* Incident, problem, change, and request management
* IT operational reporting and governance
* Continuous improvement of ITIL-aligned processes
The team is embedded within business operations and works closely with IT delivery teams to ensure services align with business needs and support strategic growth.
What You'll Bring
* A collaborative, pragmatic, and solutions-focused mindset.
* Ability to inspire, mentor, and lead teams to deliver high-quality outcomes.
* Confidence in engaging with stakeholders to align IT services with business priorities.
* Commitment to continuous improvement and embedding best practice service management.
Values
People First
– Empowering and supporting colleagues and customers.
Winning Together
– Sharing ideas, respecting opinions, and achieving goals collaboratively.
Striving for Better
– Pursuing excellence and continuous improvement.
Enjoying the Everyday
– Bringing positivity and humour to work.
Thinking Further
– Building a lasting impact for customers, partners, and communities.
Key Responsibilities
* Lead, mentor, and develop a team of IT Service Operations Analysts and IT Business Systems Analysts.
* Oversee the design, implementation, and continuous improvement of Incident, Problem, Change, and Service Request processes.
* Ensure IT operations metrics are defined, agreed, measured, and reported consistently.
* Manage IT incidents with a focus on efficient service restoration and root cause analysis.
* Act as a key liaison between IT operations and IT delivery teams to ensure service alignment with business needs.
* Drive operational efficiency and service excellence through collaboration with cross-functional teams.
* Support the IT Director of Service Management and Operations with planning and implementing service delivery initiatives.
Key Skills & Experience
* Demonstrable IT leadership experience, preferably within the insurance industry.
* Proven people management skills, both directly and within a matrix environment.
* ITIL v4 Foundation (or higher) certification.
* Advanced knowledge of ServiceNow for ITIL processes and service reporting.
* Experience managing IT operations in complex, multi-vendor environments covering on-premise, cloud (public/PaaS/SaaS), and hybrid applications.
* Strong analytical and problem-solving abilities with a pragmatic approach.
* Excellent communication, influencing, and stakeholder engagement skills.
* Highly organised, adaptable, and confident in managing multiple priorities in a fast-paced environment.
We celebrate the value of a diverse workforce and welcome applicants from all backgrounds and life circumstances. We are committed to being an equal opportunity employer and do not discriminate based on race, religion, colour, national origin, sex, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability. We will ensure reasonable accommodations are provided so that individuals with disabilities can participate fully in the application, interview, and employment process.