Head of Service Management
Core
Lead the Service Management function to modernize operating models, ensure service excellence, and align ITSM strategies with global business objectives for an insurance group.
Role type
Senior IC Head of Service Management (ITSM/Service Delivery)
Builds
Global service model, service management frameworks, and ITGC governance across technology estates.
Domain
Insurance / IT Service Management / Enterprise Architecture
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategic planning, ITSM framework design, team leadership and mentoring, stakeholder management, risk mitigation, vendor management, SLA/KPI governance, change management, Agile methodology
Preferred skills
Experience in matrix organizations, data-driven decision making, cross-functional influence, culture building, continuous improvement
Technologies
ITSM tools, governance frameworks, risk management systems
Responsibilities
Develop and execute long-term Service Management strategy; design and maintain service management frameworks and processes; lead and mentor Service Desk, EUC, and Service Delivery teams; manage strategic relationships with internal stakeholders and external vendors; oversee the entire service lifecycle; monitor and enforce SLAs, OLAs, and KPIs; implement robust change control and release management; identify and mitigate operational risks; structure audit and risk mitigation activities.
Seniority
Senior, hands-on IC with leadership mandate
