ITSM Lead

Time Type: Full time

Worker Type: Employee

The purpose of this role is to oversee the customer experience by delivering quality service and ensuring customer satisfaction. This includes managing the IT Service Desk operations, handling incidents and requests, and ensuring the smooth execution of core IT Service Management processes such as Major Incident, Problem, Change, Configuration Management, and Disaster Recovery.

Responsibilities:

• Work with the IT Service Manager to ensure alignment of objectives with IT strategies, maximising productivity and performance within QBE.
• Define and implement plans, controls, and Management Information (MI) for managing functions, suppliers, and services.
• Responsible for service improvement activities as part of the Continuous Service Improvement Plan.
• Contribute to the wider IT strategy by providing relevant information for decision-making.
• Maintain awareness of technical and legislative changes, and industry best practices, and ensure adherence to ITSM processes.
• Build positive relationships with key stakeholders to meet current and future business needs.
• Provide leadership, mentoring, and coaching to the team and wider IT organisation.
• Act as the divisional owner for Incident & Request Management, ensuring customer satisfaction.
• Manage support teams and suppliers to meet agreed service levels and drive service improvement initiatives.

Work Experience:

Necessary Work Experience includes:

• Significant relevant experience.

Preferred Work Experience includes:

• Experience in multiple IT Service Management disciplines.
• Experience in a multi-supplier, multi-site, multicultural organisation.

Qualifications:

Necessary Qualifications include:

• ITIL V3 foundation certificate required.

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:

Frequent (approximately 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 Value Management, Financial Systems, Global IT Infrastructure, Intentional collaboration, IT Service Management (ITSM), Managing performance, Negotiation, Process Improvements, Risk Management, Self Motivation, Stakeholder Management, Team Management, Technical Support

How to Apply:

To submit your application, 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.