We are seeking a senior technology leader to serve as the Head of IT Service to transform and manage IT operational service delivery across Thomas Miller. Reporting directly to the Chief Information Officer, this role is the primary champion for end-user experience.
The successful candidate will provide strategic leadership across IT Service Operations, Service Desk and Application Support. You will move beyond traditional BAU operations to build a KPI-driven, customer-first service model that evolves alongside business needs. As a key part of the IT leadership team, you will build deep partnerships with senior stakeholders, ensuring IT is viewed as a value-add partner rather than a cost centre.
Key Responsibilities
- Customer Experience Transformation: Define and deliver a customer-first service strategy, shifting the focus from technical uptime to user productivity and satisfaction.
- Strategic Leadership: Lead and mentor the Service Desk, Service Management and Application Support teams (15 people) to deliver high-quality 1st and 2nd line services.
- Service Excellence & Governance: Drive a KPI-based operating model that measures operational effectiveness, service value, and user sentiment, providing transparent monthly reporting to the business.
- Service Improvement Roadmap: Identify and prioritize initiatives that improve service stability and user experience, maintaining a published strategic roadmap for continuous improvement
- Championing IT Service Across the Business: Working with our marketing team on regular communications and intranet posts promoting service improvements
- Modern Support Paradigms: Identify and lead shift-left initiatives, service automation and better use of ServiceNow, to empower users through robust self-service capabilities, reducing friction and improving resolution speeds
- Incident & Problem Leadership: Lead the Major Incident Management process with a focus on rapid restoration and proactive communication, followed by rigorous root-cause analysis via Problem Management
- Cross-Functional Partnership: Collaborate with IT Change, Infrastructure Operations, Engineering, and Architecture to ensure Service by Design, ensuring that new services are supportable and user-centric before they go live
- Stakeholder & Vendor Management: Manage and enhance IT Service Agreements with Thomas Miller businesses, ensuring IT operational services remain fit for purpose in a changing insurance landscape.
Person Specification
- Leadership: Extensive experience leading multi-disciplinary technical teams in high-pressure IT Service Management environments
- Service Focus: Passionate about service excellence, with the ability to empathise with end users and business leaders
- Stakeholder Management: Proven ability to influence executive-level stakeholders and translate complex technical concepts into business-focused outcomes
- Methodology: Expert knowledge of ITIL frameworks, with the ability to apply them pragmatically to enhance—not hinder—agility
- Technical Breadth: Good understanding of modern IT infrastructure, applications, cloud services and end-to-end service delivery models
- Tooling: Experience with ServiceNow and a forward-thinking approach to monitoring tools (e.g. SolarWinds, Cisco ThousandEyes, Azure Monitor)
- Industry Context: Experience working in a regulated corporate environment (Essential); Familiarity with insurance processes such as Underwriting and Claims (Desirable)
- Soft Skills: A highly organized, empathetic leader with a passion for driving cultural change and delivering a world-class customer experience
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