Insurance Claims Application Lead

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

About DHL and IRM:

DHL Group, the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.

About DHL and IRM:

DHL Group, the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.

Insurance & Risk Management (IRM)

We focus on being trusted advisors by connecting with business colleagues and understanding their needs. We manage and mitigate risk and deliver quality insurance products and services to protect the company’s employees, assets and liabilities and to meet its contractual obligations to customers across the group.

Job Purpose

Provide leadership in designing and implementing application support and IT service management strategies to ensure high-quality production IT services, stability, and resilience across IRM core platforms, in alignment with business strategy, insurance regulatory requirements, and Group policies and standards. Lead the global application support function, ensuring consistent service delivery, incident response, problem management, and operational excellence for business-critical insurance applications.

Key Responsibilities

• Leverage experience with insurance platforms such as Origami, Salesforce, Riskonnect, and similar systems
• Design, implement, and continuously enhance the application support and IT service management strategy aligned with business objectives and Group policies
• Define and improve ITSM processes, including Incident, Problem, Change, Release, and Service Lifecycle Management
• Lead global application support teams and external vendors, including 24/7 support operations and regional delivery models
• Ensure high availability, stability, and performance of critical IRM applications (e.g., underwriting, claims, and policy systems)
• Monitor service performance through SLAs, KPIs, and reporting, driving continuous service quality improvement
• Own incident and problem management processes, including root cause analysis and implementation of preventative actions
• Ensure all production changes comply with change management governance and control frameworks
• Oversee environment management, release coordination, and production readiness activities
• Collaborate with Product, Architecture, and TAT teams to ensure alignment between application support, delivery, and platform design
• Provide technical and operational expertise in resolving complex cross-application and integration issues
• Drive continuous improvement initiatives to enhance efficiency, effectiveness, and operational resilience
• Develop and maintain service management documentation, standards, and stakeholder communication across IT and business functions

Qualifications & Key Requirements

• 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

We offer:

• Great opportunity to work for the biggest logistics company in the world
• International and virtual environment
• Flexibility and great opportunity to learn
• Tempting Compensation and benefits
• Car / Car allowance

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.