Technology Service Management Lead

Primary Details

• Time Type: Full time
• Worker Type: Employee

The purpose of this role is to lead and define IT Service Management (ITSM) processes aligned with the overall IT strategy, driving adoption and compliance while prioritizing enhancements. Ensuring business outcomes through process efficiencies and improvements, managing customer experience, IT Service Desk, incident and request management, and core IT processes are key responsibilities. Additionally, direct supervision of teams leading business critical applications, vendor management, and budget control to ensure operational efficiency and effectiveness of computer operations.

Ramsey, Minnesota, Fargo, North Dakota or Sun Prairie, Wisconsin

This role requires 3 days/week in the office

$120,000-$180,000

• Collaborate with VP, Infrastructure Manager, IT Operations Manager, IT Customer Support Manager with overall strategies, maximizing productivity and performance, while defining and implementing plans, controls, and management information to ensure effective process adherence and continuous improvement.
• Maintain awareness of technical changes, legislative updates, and industry best practices.
• Develop and refine IT Service Management (ITSM) processes to meet customer needs and market changes.
• Lead embedding of ITSM processes within divisions and ensure effectiveness through MI.
• Build positive relationships with stakeholders to ensure processes deliver business outcomes.
• Promote a service-oriented culture within teams and third-party suppliers.
• Manage IT infrastructure expenses, optimizing costs and adhering to budget constraints.
• Provide leadership, mentoring, and coaching on service management and cost optimization.
• Support IT teams in cost control, reporting, and procurement policies.
• Balance operational delivery and risk commitments by identifying emerging, underlying, and accumulating risks across processes and controls. Understand their impact on service recipients and stakeholders, clearly communicate the risk landscape to leaders, and assist in prioritizing resources in response and formalizing, where required, in conjunction with the first line risk team.

Necessary Work Experience includes:

• Significant relevant experience.

Preferred Work Experience includes:

• Experience in computer operations.

Necessary Qualifications include:

• Tertiary Degree or equivalent combination of education and work experience.
• ITIL V3 foundation certificate must be held, and Expert (or equivalent) within the key processes.
• Ideally Expert (or equivalent) or Practitioner within one or more processes.

QBE, a global insurance leader, is the proud parent company of NAU Country Insurance Company. NAU Country writes in 48 states and has nine locations nationwide. Together, we combine the history, expertise, innovation, and a shared commitment to excellence to provide unparalleled insurance solutions to our customers and communities worldwide.

The salary range for this role is provided above. This is the national range for location(s) listed. The salary offer will be decided based on the role's complexity, its location, and the candidate's professional background, including their education and experience. Beyond the base salary, regular full-time and part-time employees will also be eligible for QBE's annual discretionary bonus plan based on business and individual performance.

We encourage all candidates to apply, even if their salary expectations fall outside of this range, as we are committed to finding the right fit for our team.

• Hybrid Working - a mix of working from home and in the office
• 22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basis
• Competitive 401(k) program with company match up to 8%
• Well-being program including holistic wellbeing coaching, gym membership, confidential counselling, financial and legal advice
• Tuition Reimbursement for professional certifications, and continuing education
• Employee Network and Community - QBE actively supports six Employee Networks, and many ways to
  give back to your community

At QBE, we're enabling a more resilient future - for our customers, communities, environment, and for our people. We're building momentum to achieve something significant and know our people are at the center of our success.

Our industry offers interesting and varied careers where you can help people to protect what matters most. As part of the QBE team, you'll get to spend every day working with people who are passionate, talented and kind. And our international scale means we're big enough for your ambitions, yet small enough for you to make a real impact.

Join us now, so you can be part of our success - and we can be part of yours!

QBE is committed to providing reasonable accommodation to, among others,…