Primary Details
Time Type: Full time
Worker Type: Employee
Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
Primary Responsibilities
Work with the GIS Heads to ensure that objectives are consistent with strategies across the IT function, thereby maximizing productivity and performance, and contributing to the successful operation of IT across QBE.
Input to ITSM and team priorities and objectives to ensure they reflect operational service delivery priorities and best practice
Define and implement plans, controls and appropriate MI to ensure process adherence and effectiveness
Responsible for ITSM service improvement activities as part of the Continuous Service Improvement Planning
Contribute to wider IT strategy through providing relevant information which supports decision and action.
Maintain an awareness of relevant technical and legislative changes as well as relevant industry best practice, including market innovators and disruptors.
Develop and refine relevant ITSM processes ensuring full integration with other relevant processes and functions in line with best practice (ITIL v3 and later)
Continue to flex ITSM process to meet customer need and changing markets/behaviours
Lead embedding of the ITSM processes and controls within the divisions
Use MI to manage and evidence effectiveness of the processes.
Develop and ensure currency of an effective knowledge management system (for own team, relevant IT teams, and suppliers)
Ensuring that all ITSM activities are conducted in line with established policies and support the company's strategy (eg information security, risk)
Build positive, open and constructive relationships with key stakeholders, working in partnership to ensure process remain fit for purpose, delivering identified business outcomes and managing customer expectations as necessary.
Promote the development of a proactive, service-orientated culture within own team, wider IT, and third-party supplier teams
Promote and act as a role model for ITSM processes to ensure both understanding and value with key stakeholders and the wider organisation
Ensure all communication is concise, relevant, and appropriate to key stakeholders to advise of service and supplier performance so informed decisions can be made
Positively promote the department and company as a whole, in order to maximise brand leverage and develop team profile
The role holder may be the delegated process owner for one or more of the ITSM processes: Major Incident Management, Problem Management, Change Management, Configuration Management, and Service Introduction; essential to demonstrate excellent knowledge, supported by relevant experience and qualifications, for the relevant process.
Assist the IT Service Delivery & Ops Team Leaders and Managers in driving effective performance management for their teams
Provide service management mentoring, and coaching to the team, and wider IT organisation
Act as a role model of QBE DNA
Develop tools and practices to ensure an accurate, up-to-date inventory, which can be leveraged to make recommendations to promote both cost optimization and maintain positive relationships across broader IT organization
Organize applications and resource usage implement a convenient tagging system to assist with budget allocation. Map all cost among projects, teams and business goals
Drive to optimize cloud and IT infrastructure related expenses
Follow budget constraints and get real-time alerts about budget exceeds
Engage and gain support from cost center owners, ADLs, HOTs in cost savings initiatives and projects.
Setting cost optimization objectives within the IT teams and reporting activities
Supporting the IT teams in cost control and optimization techniques
Setting up reporting, recharge models, and procurement policies
Supporting the Finance teams in managing their provisional and actual budgets and in reporting per service/application
Act as back-up/contingency for IT Service management related reports when necessary.
Training/Knowledge transfer to ACN Intelligent Command Centre on existing and new practices/procedures and ensure that it is being followed
Liaising with the ACN Intelligent Command Centre to ensure alerts are addressed in a timely manner
Dynatrace tool maintenance, housekeeping, license monitoring
Potential to take on Dynatrace Licensing budgeting and purchasing
Governance on alert monitoring standard operating procedures
Governance on Dynatrace-related SNOW forms
Approving and granting of Dynatrace role-based access
Investigating and providing timelines, forensic evidence, and alert monitoring improvements/recommendations on Problem Tickets created from Major Incidents as part of the PIR process
Monitoring and reporting of the statuses of Azure VM backups and Azure Services
Provide reporting and analysis on alert monitoring trends from Dynatrace and SNOW
Act as a Point of Contact for the Global Service Desk whenever the Operations Manager is not available
Manage projects and key deliverables in alignment to strategic priorities on SNOW forms development in test environment and deploying in Production.
Provides direction and support on demand analysis to prioritize and help liaise with appropriate groups to drive resolution.
Handle admin tasks such as people development, training, mentoring and others to his/her direct reports.
Analyze non-value adding process and help drive and streamline the existing processes for the benefit of the business.
Required Education
Bachelor's Degree or equivalent combination of education and work experience
Required Experience
10+ years relevant experience
Required Licenses/Certifications
ITIL V3 foundation certificate must be held, and ideally Expert (or equivalent) or Practitioner within one or more processes
Preferred Competencies/Skills
Strong subject matter leadership skills
Excellent customer service skills
Excellent supplier management skills
Excellent communication skills both written and oral
Able to proactively manage customer expectations
Able to work effectively at all levels of the organisation.
Preferred Knowledge
Excellent knowledge of key service management functions.
Good understanding and background of infrastructure and technology environment and management.
Good understanding of the application development lifecycle and associated support activities.
Able to negotiate in difficult situations to reach a successful conclusion.
Experience, within financial services, preferably commercial insurance and/or reinsurance.
Strong previous experience within the ITSM and related functions.
Experience of delivering service within a multi-team, complex business environment.
Experience in defining and delivering service improvement plans.
Significant experience of working within a multi-vendor environment and complex infrastructure.
Experience of working with outsourced service partners.
QBE Cultural DNA
Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:
We are customer-focused
We are technical experts
We are inclusive
We are fast-paced
We are courageous
We are accountable
We are a team
All employees are expected to adhere to QBE's Code of Ethics and Conduct and apply sound risk management practices
US Only - Travel Frequency
Infrequent (approximately 1-4 trips annually)
US Only - Physical Demands
General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.
US Only - Disclaimer
To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.
Job Type
Manager
Australia/New Zealand Only - Advice/Non-Advice
Non-Advice: This role is not authorised to provide financial product advice to retail customers in respect of General Insurance products. Financial product advice, means a statement or recommendation made to a retail customer with the intention of influencing their decision in considering a general insurance product.
Global Disclaimer
The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.
How to Apply:
To submit your application, click Apply and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
