Director of IT Service Operations

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Director of IT Service Operations

Apply locations London - UK time type Full time posted on Posted 18 Days Ago job requisition id R0017623 Looking for a role that will play a key part in shaping the future of IT in Markel?

We are looking for a Director of IT Service to join the team and drive process and growth within the team,

What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs.

Join us and play your part in something special!

The opportunity:

The Director of Service Operations is responsible for the leadership and vision for Markel IT Service Management and developing a strategic approach for crafting, delivering, managing, and improving the way information technology services are delivered within the organization. The Director will support multiple locations within the US and/or the UK.

You will have an exciting opportunity to build out, lead and encourage our global service management team to deliver service excellence and operational efficiency, as well as provide thought leadership to Markel technology on the value that is achieved from an integrated ITSM function. You will establish and implement an aspirational Service Management operating model that promotes and delivers outstanding service and high levels of customer/ stakeholder satisfaction.

What you’ll be doing:

• Develop and implement a strategic Service Management roadmap for organizational excellence in the application and delivery of ITSM practices.
• Leadership and continued build out of a global Service Management team including ITIL capability and maturity.
• Oversight and delivery and ongoing improvement of Major Incident Management, Change Management and Problem Management.
• Work with business partners and technology partners to transform and evolve Service Management processes.
• Management of the CMDB including the strategic roadmap of improvement activity to drive CMDB value.
• Take on leadership of the Service Now platform and delivery team, including the roadmap and pipeline delivery.
• Collaborate with cross-technology IT directors/teams to ensure customer focus from IT Service Management.
• Develop service management key performance indicators and embrace continuous process improvement methodology.
• Measure customer satisfaction, establish service value and propose new service opportunities.
• Provide oversight for effective major change event facilitation, including monthly recurring activities, using key monitoring and automated testing capabilities to minimize business disruption and deliver proven post-change operational readiness.
• Deliver trend analysis and metrics reporting through regular engagement with stakeholders.
• Cultivate continuous service delivery optimisation and improvement
• Develop self-auditing and compliance capabilities around ITSM procedures.
• Lead and guide a hybrid working team of professionals and provide cross-functional matrixed leadership.
• Anticipate services that may arise through emerging trends in technology.

Our must-haves:

• Previous experience developing and implementing strategic Service Management May travel.
• Qualified in ITIL certifications
• Solid understanding of ITSM best practices.
• Pervious exposure to working in Major Incident Management, Change Management and Problem Management.
• Experience managing a team as well as developing team members and individual line management.
• Excellent communication and exposure to working with a variety of stakeholders.
• Occasional travel as required to the UK/US .

Who we are:

Markel Group (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further

What’s in it for you?

• A great starting salary plus annual bonus & strong benefits package…
• 25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave
• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
• There are countless opportunities to learn new skills and develop in your career and we can provide the support needed to do just that!

Are you ready to play your part?

Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at [email protected] or call us on +44 (0) 2079536504 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.

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