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 : Atlanta

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 collaboration 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 a focus on service management 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 :

What We Offer :

Salary Range : 80-110k

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