Head of Service Management
Core
Lead the Service Management function to oversee ITSM operations, service delivery, and technical change management for a global insurance group.
Role type
Senior IC Head of Service Management
Builds
Global IT service model, service lifecycle processes, and vendor management frameworks
Domain
Insurance / IT Service Management (ITSM)
Required skills
Strategic planning, ITSM framework design, team leadership and mentoring, stakeholder management, risk management, vendor management, SLA/KPI governance, change management
Preferred skills
Agile mindset, data-driven decision making, cross-functional collaboration, inclusive leadership
Technologies
ITSM tools, change management systems, vendor management platforms
Responsibilities
Develop and communicate the overall Service Management strategy and long-term vision; Design, implement, and maintain the service management framework; Manage strategic relationships with internal business stakeholders and external service providers; Oversee the entire service lifecycle including strategy, design, transition, operation, and continual service improvement; Ensure service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) are defined, monitored, and met; Protect and govern production systems through robust technical change control and release management; Structure and support audit activity and risk mitigation responsibilities.
Seniority
Senior, hands-on IC with leadership responsibilities