Technology Service Management Lead

Technology Service Management Lead

Join to apply for the Technology Service Management Lead role at QBE North America

4 days ago – Be among the first 25 applicants

Primary Details

• Time Type:
  Full time
• Worker Type:
  Employee
• Location:
  
  Ramsey, Minnesota, Fargo, North Dakota or Sun Prairie, Wisconsin
• Work Arrangement:
  This role requires 3 days/week in the office
• The starting salary range for this role is between $120,000-$180,000

The Opportunity

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.

Your New Role

• Collaborate with VP, Infrastructure Manager, IT Operations Manager, IT Customer Support Manager to define and implement plans, controls, and management information.
• Maintain awareness of technical changes, legislative updates, and industry best practices.
• Develop and refine ITSM processes to meet customer needs and market changes.
• Lead embedding of ITSM processes within divisions and ensure effectiveness through management information.
• 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 and communicating the risk landscape to leaders.

Work Experience

• Significant relevant experience.

Preferred Work Experience

• Experience in computer operations.

Qualifications

• 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.

Compensation Package

The salary range for this role is provided above. Beyond the base salary, regular employees will also be eligible for QBE’s annual discretionary bonus plan based on business and individual performance.

Benefits

• 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

To learn more, click Benefits | QBE US

Commitment to Diversity

QBE is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with QBE, please inform our Talent Acquisition team.

Equal Employment Opportunity

QBE provides equal employment opportunities to applicants and employees without regard to race, color, gender, gender identity, sexual orientation, religious practices, national origin, pregnancy, childbirth, or related medical conditions, protected veteran status, or disability or any other legally protected status.

Skills

• Communication
• Critical Thinking
• Customer Service
• Incident Response
• Information Technology (IT) Services
• Information Technology Applications
• Intentional Collaboration
• IT Business Solutions
• IT Infrastructure Operations
• IT Operations Management (ITOM)
• Managing Performance
• Operational Efficiency
• Problem Solving
• Risk Management
• Stakeholder Management

How to Apply

To submit your application, click "Apply" and follow the step by step process.