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Global Process Owner Knowledge, Incident & Request Management

QBE

Greater London

Hybrid

GBP 80,000 - 100,000

Full time

9 days ago

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Job summary

A global insurance company in London is looking for a Global Process Owner specializing in Knowledge Incident & Request Management. The successful candidate will define goals and strategies for IT service management processes, work closely with stakeholders to enhance productivity, and drive process improvements. Excellent communication skills and experience in service management are essential. This role offers a hybrid work model with flexible arrangements. Applications close on 03/11/2025.

Benefits

30 days holiday

Flexible working opportunities

10% employer pension contributions

Private medical insurance

Family-friendly policies

Short-term remote work abroad

Cycle-to-Work benefit

Qualifications

Excellent knowledge of key service management functions.
Able to negotiate in difficult situations.
Experience in a multi-team complex business environment.
Experience in defining and delivering service improvement plans.
Excellent communication skills to promote the function.

Responsibilities

Define the goals and strategy for ITSM processes.
Work with stakeholders to maximize productivity.
Drive process compliance and service improvements.
Build relationships with stakeholders to ensure process effectiveness.

Skills

Coaching

Communication

Critical Thinking

Customer Service

Incident Response

Information Technology (IT) Support

Information Technology Applications

Intentional collaboration

Itil Implementation

IT Service Delivery

Managing performance

Negotiation

Risk Management

Stakeholder Management

Strategic Planning

Primary Details

Time Type: Full time
Worker Type: Employee
Location: London
Type: Permanent full time

Hybrid role happy to talk flexible working

The Opportunity

We are excited to announce that due to internal advancement QBE are recruiting a Global Process Owner – Knowledge Incident & Request Management in our London. This role you will define the goals and the strategy for one or more of the globally aligned ITSM processes ensuring these underpin and support the overall QBE IT strategy. The ITSM Lead role will be the recognised expert in their discipline. Responsible for driving process adoption and compliance gathering and prioritising demand for process and tool enhancements along with ensuring the appropriate governance process is followed. Ensure that business outcomes are achieved by way of process efficiencies and improvements is key to this role.

Your New Role

Work with key stakeholders to ensure that objectives are consistent with strategies across the IT function thereby maximising productivity and performance and contributing to the successful operation of IT across QBE.

Define and implement plans, controls and appropriate MI to ensure process adherence and effectiveness and in line with a positive risk culture ensure any risks or issues are proactively identified and remediated promptly.

Responsible for ITSM service improvement activities as part of the Continuous Service Improvement Planning.

Continue to flex ITSM process to meet customer need and changing markets / behaviours.

Build positive open and constructive relationships with key stakeholders working in partnership to ensure process remains 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.

About you

Excellent knowledge of key service management functions.
Able to negotiate in difficult situations to reach a successful conclusion.
Experience of delivering service within a multi‑team complex business environment.
Experience in defining and delivering service improvement plans.
Excellent communication skills with the ability to positively promote the function simply and succinctly.

Why QBE At My Best

At QBE we want our people to feel rewarded and inspired to perform at their best thats why we have created At My Best. Its our connection our way of showing we have your back. We understand that one size doesnt fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. Its in the culture of our business our QBE DNA to support our people. Everything we do is underpinned by our QBE DNA.

Were an international insurer thats building momentum towards realising our vision of becoming the most consistent and innovative risk partner. We can never really predict whats around the corner but at QBE were asking the right questions to enable a more resilient future helping those around us build strength and embrace change to their advantage.

QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job we have adopted flexible working across the company and welcome this conversation ( more than more than 13000 people working across 27 countries were big enough to make a real impact but small enough to provide a friendly workplace where people are down-to-earth passionate and kind.

To find out more about why you should work for QBE visit our careers website.

At My Best – QBE Benefits

30 days holiday a year with the option to buy up to 2 additional days.
Flexible working - balancing work and life is important so our flexible working opportunities are open to all this can include part‑time job share and compressed hours.
Pension you are automatically enrolled into the QBE pension plan which entitles you to receive employer contributions of 10% of your basic salary.
Private medical insurance we fund fully comprehensive private medical cover for you and all the family.
Family friendly policies we offer 26 weeks leave at full pay regardless of gender identity sexual orientation or how you become a parent.
Short term remote work abroad - you can request up to 20 days per year to work remotely from certain locations abroad.
Sustainable investing - we believe sustainable integration is important for long term financial environmental and social outcomes. Our pension strategy supports our net‑zero goal to achieve year‑on‑year reductions in carbon footprint by investing more in green businesses than the broader market so your savings are looking after the planets future as well as your own.
Cycle‑to‑Work benefit from regular exercise whilst making your commute greener and cheaper select and bike and / or accessories up to the value of 5000.

To find out more visit our Reward Page

QBE Awards

AXCO Global Insurance Awards 2024 Winner : Network Management of the Year
Insurance Business UK 5‑Star Cyber Awards 2024 : QBE rated as a 5‑Star Cyber Insurer
UK IT Industry Awards 2023 Winner : Green Technology Innovation of the Year
Working Dads Employer Awards 2023 Winner : Parental Policies Award
Insurance Post British Insurance Awards 2023 : QBE rated as a 5‑Star Employee
You can view all our awards here

Inclusion of Diversity

We are striving to create a workplace culture where all our people feel included and we are committed to building a diverse workforce that is reflective of the communities we operate in. We are proud to have partnerships with organisations such as Stonewall and Working Families and our commitment to the Women in Finance Charter the UN Womens Empowerment Principles and Race at Work charter helps keep us accountable and transparent. For more information on our strategy targets please take a look at our Careers Page.

Accessibility

Here at QBE we are promoting an accessible workplace for all which includes supporting candidates to perform at their best during their recruitment process. If you require any accommodations please make your Talent Acquisition contact aware.

ESG & Sustainability

At QBE we believe that integrating sustainability into our business helps us deliver on our purpose of enabling a more resilient future. Our three key focus areas include fostering an orderly and inclusive transition to a net‑zero economy enabling a sustainable and resilient workforce and partnering for growth through innovative sustainable and impactful solutions. For further information regarding QBEs sustainability targets including our net‑zero pledges and inclusion of diversity targets and our award‑winning impact investment initiative Premiums4Good please visit our Sustainability homepage and read our latest Sustainability Report.

What next

What next If you have a passion to contribute to QBEs vision of enabling a more resilient future for our customers and the community we encourage you to apply! Simply click the apply button to submit your CV and other relevant documents and a member of our friendly Talent Acquisition team will be in contact to discuss your interest further if you meet the requirements of the role.

We believe this is our moment what if it was yours too

APPLY NOW and lets make it happen!

Skills