IT Service Catalogue Manager

AXA UK; Birmingham; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading company in the insurance sector is looking for an IT Service Catalogue Manager to oversee service performance and manage vendor relationships. The role requires solid experience in service management within a regulated environment, offering a strategic leadership position to ensure service governance aligns with business objectives.

Qualifications

• Minimum 5 years’ experience in service and performance management.
• Proven track record managing Tier 1 service providers.
• Experience in IT and business process service delivery.

Responsibilities

• Lead strategic management of service performance and third-party relationships.
• Act as primary liaison between Beazley and service providers.
• Define and implement service governance and risk management framework.

Skills

Service management

Performance management

Stakeholder engagement

Problem-solving

Communication

Education

Graduate calibre, preferred qualifications in Business Operations

Job description

General

Job Title: IT Service Catalogue Manager

Reports To: Head of IT and Outsourcing Shared Services

Beazley:

Beazley is a specialist insurer with three decades ofexperience in providing clients with the highest standards of underwriting and claims service worldwide. All our insurance businesses are rated A (Excellent) by A.M. Best. Beazley is a proud participant in the Lloyd's market, the largest and oldest insurance market in the world. Through the Lloyd's broker network and the market's trading licenses, we are able to access a wide range of insurance and reinsurance businesses from around the world.

The IT Service Manager is a strategic leadership role responsible for managing the performance and relationship with our strategic outsource service providers. Acting as the primary liaison between Beazley and the provider, the role ensures services are delivered to agreed standards, meet regulatory and contractual obligations, and support business objectives. It involves overseeing service governance, driving performance improvements, and embedding effective risk and value management practices.

Job Description:

The IT Service Catalogue Manager will support the Head of IT & Outsourcing Shared Services with IT service management. Their key responsibilities include:

• Lead the strategic management of service performance and third-party relationships, ensuring alignment with business goals, contractual obligations, and regulatory requirements.
• Act as the primary liaison between Beazley and Service Providers, overseeing day-to-day service delivery, issue resolution, and change management.
• Define and implement a robust service governance and third-party risk management framework, including operational resilience, compliance, and contingency planning.
• Manage service performance through regular reviews, SLA tracking, balanced scorecards, and continuous improvement initiatives.
• Monitor and report on provider performance, escalating risks and missed service levels to senior stakeholders.
• Maintain oversight of service budgets and resource planning, ensuring alignment with forecasts and business demand.
• Support contract and commercial management activities, including service restatements, performance credits, and financial analysis.
• Ensure effective communication of service-related changes, policies, and performance insights to internal and external stakeholders.
• Provide input into project planning and delivery, ensuring service dependencies, risks, and costs are appropriately managed.
• Collaborate with internal teams (e.g. Legal, Risk, Compliance, Finance) to ensure third-party services meet contractual and regulatory obligations.

General:

It is important that within all your interactions both internally and externally you adhere Beazley’s core values - Being Bold, Striving for Better, and Doing the Right Thing as they contribute to an internal environment of teamwork and promote a positive brand image and experience to our external customers." We also expect Beazley employees to:

• Comply with Beazley procedures, policies and regulations including the code of conduct
• Undertake training on Beazley policies and procedures as delivered by your line manager, the Culture & People or assurance teams (compliance, risk, internal audit) either directly, via e-learning or the learning management system
• Display business ethics that uphold the interests of all our customers
• Ensure all interactions with customers are focused on delivering a fair outcome, including having the right products for their needs
• Comply with any specific responsibilities necessary for your role as outlined by your line manager, the Culture & People or assurance teams (compliance, risk, internal audit) and ensure you keep up to date with developments in these areas.This may include, amongst others, Beazley’s underwriting control standards, Beazley’s claims control standards, other Beazley standards and customer relationship management
• Carry out additional responsibilities as individually notified, either through your objectives or through the learning management system.These may include membership of any Beazley committees or working groups

Personal Specification:

Education and Qualifications

• Graduate calibre, preferred qualifications in Business Operations, Administration, or a related discipline.

Key Skills/Capabilities:

• Minimum 5 years’ experience in service and performance management within a regulated, multi-business unit environment.
• Proven track record managing Tier 1 service providers, including day-to-day oversight, service reporting, SLA management, issue resolution, and contract compliance.
• Experience working in environments involving IT and business process service delivery.
• Strong understanding of the sourcing landscape and key service provider capabilities.
• Familiarity with insurance operations and regulatory frameworks is advantageous.
• Excellent interpersonal, stakeholder engagement, and communication skills.
• Demonstrated ability to build and lead teams in both direct and matrixed environments.
• Skilled in developing and implementing dynamic tools and solutions from concept to delivery.

Aptitude and Disposition

• Commercial and data-driven
• Attention to detailand process orientation
• Problem-solving mindsetand curiosity
• Adaptabilityin high-pressure or ambiguous situations
• Focused on achieving outcomes, self-motivated, and adaptable.
• Professional approach to interacting successfully with managers, colleagues, and external suppliers.
• Resourceful self-starter with strong networking and leadership skills.

Competencies

• Collaborative with strong interpersonal and leadership skills
• Competent in collaborating with global teams in diverse locations and different time zones
• Strong stakeholder management skills
• Excellent communication skills and strong customer-centric focus, including cultural awareness
• Strategic mindset and problem-solving skills
• Strong change implementation skills and experience
• Analytical mindset, but also creativity to seek, encourage and find non-traditional approaches
• A proven ability to take the lead on important IT policies and initiatives
• Able to set direction for and gain commitment of the IT function
• An individual proven to be open and honest with business about the IT function
• Ability to maintain a high reputation for reliable service and delivery
• Proactive, innovative and one step ahead of business thinking
• Demonstrably commercially and data-driven