IT Service Lead

Markel; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading insurance firm in London is seeking an experienced IT Service Manager to lead their team of IT Service Operations Analysts. The role involves overseeing IT processes, ensuring efficient incident management, and collaborating with cross-functional teams. Candidates should have strong leadership experience, ITIL certification, and proven skills in managing IT operations in complex environments. A comprehensive benefits package and opportunities for career development are offered.

Benefits

Annual bonus

25 days paid holiday

Company pension scheme

Private medical and dental cover

Qualifications

• Demonstrable IT team leadership experience, preferably within the insurance industry.
• Proven people leadership skills, both directly and within a matrix framework.
• Experience managing IT Service Operations in a complex, multi-vendor environment.

Responsibilities

• Lead and mentor a team of IT Service Operations Analysts.
• Oversee IT processes including Incident, Problem, Change, and Service Request Management.
• Ensure IT incidents are handled efficiently with structured post-incident analysis.

Skills

IT team leadership

People leadership

Analytical skills

Problem-solving skills

ITIL knowledge

Service Now expertise

Education

ITIL v4 Foundation or higher certification

Tools

Service Now

Job description

Overview

We are seeking a proactive and experienced IT Service Manager to lead our team of IT Service Operations Analysts and IT Business Systems Analysts. This role is critical in ensuring the effective IT operations and the continuous improvement of our ITIL-aligned service management processes and the delivery of high-quality IT operational reporting.

Join us and play your part in something special! The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs.

What you’ll be doing:

• Lead, mentor, and develop a team of IT Service Operations Analysts and IT Business Systems Analysts.
• Oversee the design, implementation, and continuous improvement of processes including Incident, Problem, Change, and Service Request Management.
• Ensure IT Operations Metrics are clearly defined, agreed, consistently measured, and reported on a regular basis.
• Ensure IT Incidents are handled efficiently and effectively with a primary focus on service restoration with structured post-incident root cause analysis where applicable.
• Collaborate with cross-functional teams to drive service excellence and operational efficiency.
• Act as a key liaison between IT operations and IT delivery teams to ensure alignment of IT services with business needs.
• Assist the IT Director of Service Management and Operations with planning and implementing service delivery initiatives.

What you will bring to the role

The successful candidate will have:

• Demonstrable IT team leadership experience, preferably within the insurance industry.
• Proven people leadership skills, both directly and within a matrix framework.
• ITIL v4 Foundation or higher certification.
• Advanced knowledge of Service Now with respect to ITIL Processes and service reporting.
• Experience managing IT Service Operations in a complex, multi-vendor environment for on-premise, public cloud, PaaS and SaaS applications.
• Strong analytical and problem-solving skills combined with a degree of pragmatism.

Who we are

Markel Group (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory, and investment operations around the world.

We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further

What’s in it for you?

• A great starting salary plus annual bonus & strong benefits package
• 25 days paid holiday plus Bank Holidays, with the opportunity to buy/sell extra leave
• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
• There are countless opportunities to learn new skills and develop in your career and we can provide the support needed to do just that

Are you ready to play your part?

Choose Apply Now to fill out our short application, so that we can find out more about you.

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us at [e-mail] or call 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.

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