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Job TypePermanent Build a brilliant future with HiscoxJob SummaryA Hiscox IT Service Manager (ITSM) is responsible for the management and delivery of the organization's IT services, and contributing to continual service improvement (CSI) planning and facilitation. They will ensure that IT services are aligned with business goals and that customers receive high-quality service. The end user experience in Hiscox is a key measurement of the ITS business unit's success, and our new Target Operating Model focuses on delivering excellence in this area. Key Responsibilities & Essential Skills Incident Management: Creating a strong and trusted incident management presence within the business is paramount. Managing technical incidents in line with the current Hiscox incident management process, and where necessary offering improvement measures. Owning the Post Incident Review meetings, process, and outputs to enable root cause identification and eradication of repeat incidents. Ensuring regular stakeholder engagement updates are delivered, and showing significant control at all times throughout and post the incident. SME and Process Owner for Incident Management, delivering according to the agreed framework. Service Strategy: Delivering the strategies for IT service management that align with the organization's goals. Support delivery of the change portfolio where Service Management input is required. Service Operations: Overseeing service delivery and collaborating with Product Team to ensure that services are delivered according to standards. Nurture relationships with Technology teams and end users across Hiscox to identify areas of improvement from user feedback and ensure it is shared with the appropriate teams to take it forward, tracking to completion. Ensure Service Transition activities are all completed before acceptance of hand over to service. Provide audit support and ensure risks and issues are raised for your area of focus. Deliver the best practice frameworks set out by the Service Excellence team, providing feedback where appropriate. Attend Value Stream standups, providing Service Management feedback into Product. Service Level Agreements: Supporting the definition of service level agreements (SLAs), experience level agreements (XLA), and operational level agreements (OLAs). Service Quality Measurement: Supporting creation of the the measurement and success criteria of new and existing IT services, and providing customer and department visibility of end user feedback via satisfaction surveys or focus group outputs. Technical Change: attending the weekly CAB meetings ensuring changes have service management focus and agreement. Continuous Improvement: Proposing and supporting programs for continual service improvement, ensuring end users and focus group's feedback is heard and translated into measurable improvements. Identifying and measuring quality of service is equally as important as service availability. Reporting: Ensuring that adequate reporting on ITSM functions is met in line with business requirements and meets the needs of a mixed business audience. Relationship Building: Ensuring mutually beneficial relationships are built and fostered across multiple business units and departments. Communications: Demonstrating excellent verbal and written communication skills, and stakeholder engagement at all levels of the organization. Proactive Trend Analysis: Recognizing trends in service consumption, end user behaviour, and process atonement. Presentation Skills: The ability to present findings and recommendations up to Executive Level. A working knowledge of the ITIL framework. Strong problem-solving, leadership, and communication skills. Ability to balance technical skills with business acumen. Ability to handle high pressure situations, and prioritise effectively. Experience in managing the resolution of major incidents. Demonstrated customer service capability and experience to a Best of Class level. Beneficial Skills Power BI Reporting: Experience in creating or providing clear requirements for dashboard creation. Agile Delivery: Previous experience of working within an agile delivery framework, or the ability to adapt to one at pace. ITSM Toolsets: experience and knowledge of service management toolsets. Vendor Management: experience of working with vendors and third parties in the successful delivery of services. Work with amazing people and be part of a unique culture
