IT Service Manager

Job Type:
Permanent

Build a brilliant future with Hiscox

Position: IT Service Manager
- Reporting to: IT Service & Change Management Team Lead
- Location: Lisbon
- Type: Permanent
- Band: II

Job Summary:
A Hiscox IT Service Manager (ITSM) is responsible for the management and delivery of the organization's IT services, and 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.- Service Strategy: Delivering the strategies for IT service management that align with the organization's goals.- Service Operations: Overseeing service delivery and collaborated with Product Team to ensure that services are delivered according to standards.- Service Level Agreements: Defining service level agreements (SLAs), experience level agreements (XLA), and operational level agreements (OLAs).- Service Quality Measurement: Creating 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: Putting in place a program 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.- A working knowledge of the ITIL framework.- Experience in managing the resolution of major incidents.

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.

Position: Product Owner

Reporting to: Head of Core Value Streams

Location: London, UK

Type: Permanent

Band: II

The Role

Building on a period of substantial technology investment in the finance systems, the GES team now needs to build out, and deliver, technology roadmaps for the remaining group functions, especially the Underwriting function. They also need to continue to deliver a first class level of maintenance and support for the critical systems that they have responsibility for.

Key Responsibilities- Ensure:- Manage, inspire, and develop the team. Ensure they have necessary capabilities/training to perform their roles to the highest standards.- Promote a commercially oriented culture where the support team recognize their importance to Hiscox’s commercial aims and work to enhance and enable them.- Provide relevant strategic management information to stakeholders as required to help assess project progress, service levels, and key decisions.- Adopt a value focused approach to technology leadership, maximizing commercial return on investment, whilst effectively managing a finite budget.-
- Leadership: Having the ability to communicate a product vision, a set of objectives, as well as delivering change through teams (both internal and third party) is a key feature of the role.-
Diversity & Benefits

At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success.

Working life doesn’t always have to be in the office, so we have introduced hybrid working to encourage a healthy work life balance. This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance.

We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility o