Global Insurance Apps & ITSM Leader

DHL; Milton Keynes; On-site; Confidential; Full time

Benefits offered by this job

Car / Car allowance

International environment

Flexible work

Job summary

DHL is seeking a senior ITIL-focused leader to head global application support for IRM core platforms from Milton Keynes. You will drive service strategy, incident and problem management, and align with business objectives while managing 24/7 support with vendors.

The role requires 12+ years in IT service leadership, experience in insurance environments, and strong collaboration with Product, Architecture and TAT teams. Attractive compensation and international, virtual environment.

Qualifications

• Bachelor’s degree in Technology, Engineering, Management, or related field (Master’s degree preferred).
• ITIL certification (Foundation / Intermediate / Expert) preferred.
• 12+ years of experience in application support, IT service management, or IT operations leadership roles.
• Strong expertise in ITIL frameworks, including incident, problem, change, and service management.
• Proven experience managing technical support teams, global vendors, and 24/7 operational support models.
• Experience in insurance or regulated industry environments is highly desirable.

Responsibilities

• Lead the global application support function across IRM core platforms.
• Define and implement IT service management strategy aligned with policies and objectives.
• Oversee incident, problem, change, release, and service lifecycle management.
• Manage 24/7 global support operations and regional delivery models.
• Ensure high availability, stability, and performance of critical insurance applications.
• Monitor SLAs, KPIs, and reporting for continuous service quality improvement.
• Drive root-cause analysis and preventative actions for incidents and problems.
• Ensure production changes comply with governance and control frameworks.
• Oversee environment management, release coordination, and readiness activities.
• Collaborate with Product, Architecture, and TAT teams for alignment.

Skills

ITIL expertise

Lead teams

Vendor management

Insurance domain

IT operations

Education

Bachelor’s degree in Technology

Master’s degree preferred

Tools

Origami

Salesforce

Riskonnect

Job description

DHL is seeking a senior ITIL-focused leader to head global application support for IRM core platforms from Milton Keynes. You will drive service strategy, incident and problem management, and align with business objectives while managing 24/7 support with vendors.

The role requires 12+ years in IT service leadership, experience in insurance environments, and strong collaboration with Product, Architecture and TAT teams. Attractive compensation and international, virtual environment.