Senior ITSM Change Manager

Primary Details
Time Type: Full time

Worker Type: Employee

At QBE, our purpose is to give people the confidence to achieve their ambitions inside and outside of work. From development opportunities to flexible work options and highly competitive reward and benefits packages, we understand the importance of living our values when it comes to our people. Everything we do at QBE is underpinned by our company's cultural elements - because we know it's not just what we do that matters, it's how we do it that makes the difference.

This opportunity is accountable for Change Management. Duties include supporting the management of the Forward Schedule of Change including all IT change, maintenance and release windows, and critical business periods. Supporting the management, administration, and running of CAB (as final gating). Conducting, and supporting, Change Implementation Reviews where required.

Primary Responsibilities:

• Work with the IT Service Managers, the IT Service Team Leaders and relevant Global Process Owners to translate ITSM objectives and plans into actions that maximize productivity and performance, contributing to the successful operation of IT within QBE
• Prioritize change requests, assess their impact, and accept or reject changes
• Provide information to help identify service improvement activities as part of the Continuous Service Improvement Plan
• Contribute to the development and refinement of the ITSM processes ensuring integration with other relevant processes and functions in line with best practice (ITIL v3)
• Support the embedding, and work in line with, the ITSM processes and controls / MI to manage and evidence effectiveness of the processes
• Ensure any relevant ITSM assets are accurately maintained to support the ITSM processes (eg CMDB for configuration & asset management)
• Support development and refinement of an effective knowledge management system (for own team, relevant IT teams, and suppliers)
• Ensuring that all ITSM activities are conducted in line with established policies (eg information security, risk)
• Support continuous improvement through the creation and management of a Continuous Service Improvement Plan for the ITSM
• Promote and act as a role model for ITSM processes to ensure both understanding and value with key stakeholders and the wider organization
• Ensure all communication is concise, relevant, and appropriate to key stakeholders to advise of service and supplier performance so informed decisions can be made
• Positively promote the department and company as a whole, in order to maximize brand leverage and develop team profile
• The role holder may undertake, or support, the execution of one or more of the processes below.

Change Management

• Supporting the management of the Forward Schedule of Change (including all IT change, maintenance and release windows, and critical business periods)
• Supporting the management, administration, and running of CAB (as final gating)
• Managing, and supporting resolution, of scheduling conflicts and escalations
• Conducting, and supporting, Change Implementation Reviews where required
• Experience in one or more ITSM processes in addition to Change Management preferred, but not required. (i.e Major Incident, Problem, Configuration Management, etc).

Major Incident Management

• Management of support teams, and suppliers, and necessary escalations to resolve major incidents
• Developing and maintaining accurate incident information to enable effective decision making and action (eg timeline, action log)
• Clear, timely, and accurate communications to all key parties throughout each Major Incident being managed
• Conducting Major Incident Reviews where required

Problem Management

• Management, and supporting management, of re-active problems, and undertake analysis to support pro-active problem management
• Management of support teams, and suppliers, and necessary escalations to identify and resolve root cause
• Developing and maintaining accurate problem related information to enable effective decision making and action
• Clear, timely, and accurate communications to all key parties for all problems under management

Service Introduction

• Ensuring adherence to the SI process as defined in the Project Management Framework (PMF)
• Supporting the Project Managers; helping them to understand the SI components of the PMF
• Working with the GPO to ensure the process remains fit for purpose

Asset and Configuration Management

• Supporting the definition of CMS and level of information stored within CMDB
• Management of support teams, and suppliers, and necessary escalations to maintain an accurate asset inventory (CIs), and the relationships between them
• Supporting the management of the CMDB and reporting of all CI exceptions and data discrepancies

Required Education

• Bachelor's Degree or equivalent combination of education and work experience

Required Experience

• 6 years relevant experience

Required Licenses/Certifications

• ITIL V3 foundation certificate - Expert (or equivalent) or Practitioner within one or more processes

Preferred Competencies/Skills:

• Strong subject matter leadership skills
• Excellent customer service skills
• Good supplier management skills
• Excellent communication skills - both written and oral
• Able to proactively manage customer and key stakeholder expectations
• Able to work effectively at all levels of the organization.
• Experience working within a pressured environment, often to tight deadlines

Preferred Licenses / Certifications:

• ITIL Foundations, ITIL OSA, ITIL Business Relationship Management Certified preferred

Preferred Knowledge:

• Good/excellent knowledge of key service management functions
• Excellent understanding and background of infrastructure and technology environment and management
• Experience, within financial services, preferably commercial insurance and/or reinsurance.
• Strong demonstrable previous experience within ITSM and related functions
• Demonstrable broad and deep experience of delivering service within a multi-team, complex business environment.
• Experience of supporting service improvement plans.
• Experienced delivering IT services within a multi-vendor environment and complex infrastructure.
• Experience of working with outsourced service partners

QBE Cultural DNA
Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) - because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviors that link to our cultural elements:
• We are customer-centered• We are technical experts• We are diverse• We are fast-paced• We are courageous• We are accountable• We are a team

All employees are expected to adhere to QBE's Code of Ethics and Conduct and apply sound risk management practices

Travel Frequency

• Infrequent (approximately 1-4 trips annually)

Physical Demands

• General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.

Disclaimer
To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

Job Type
Individual Contributor

Global Disclaimer
The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.