ITSM Lead

Full Job Description

Primary Details Time Type: Full timeWorker Type: Employee

• Location: Parramatta

• Type: Permanent, full time

The opportunity

As an ITSM Lead you will be accountable for the operational performance of the specific IT Services you manage, ensuring agreed targets and service levels are consistently achieved. You will ensure that customer expectations are met or exceeded, standards and processes adhered to, and team performance managed effectively. You’ll drive process adoption and compliance, gathering and prioritising demand for process enhancements, along with ensuring the appropriate governance process is followed and ensure business outcomes are achieved by way of process efficiencies and improvements.

Your new role

As the ITSM Lead you will support Technology leaders to ensure objectives are consistent with strategies across the IT function, thereby maximising productivity and performance, and contributing to the successful operation of IT across QBE. You will be responsible for management of support team and suppliers to ensure satisfactory performance against agreed service levels, continually driving improvements wherever possible. Other key responsibilities will include;

• Define and implement process, plans, controls and appropriate Management Information to ensure process adherence and effectiveness

• Accountable for driving operational service improvement activities as part of the Continuous Service Improvement Planning

• Management of support team and suppliers to ensure satisfactory performance against agreed service levels, continually driving improvements wherever possible.

• Ensure effective performance reporting is made available to stakeholders as agreed informing tactical and strategic decision making and evidence effectiveness of the processes

• Ensure that all ITSM activities are conducted in line with established policies and support the company’s strategy (eg information security, risk)

• Ensure IT Service risks are monitored and tracked, with mitigating plans developed, ensuring timely escalation of issues to senior management as appropriate

• Support development and refinement of an effective knowledge management system (for own team, relevant IT teams, and suppliers)

• Support Technology leaders to ensure that objectives are consistent with strategies across the IT function

• Contribute to wider IT strategy through providing relevant information which supports decision and action.

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

• Promote and act as a role model for owned IT Services to ensure both understanding and value with key stakeholders and the wider organisation

• Provide service management mentoring, and coaching to the team, and wider IT organisation

About you

To be successful as an ITSM Lead you will have demonstrated previous experience within the ITSM and related functions, along with significant experience working within a multi-vendor environment and complex infrastructure. You will also have;

• Good understanding of the application development lifecycle and associated support activities

• Experience delivering service within a multi-team, complex business environment

• Solid understanding and background of infrastructure and technology environment and management

• Proven Experience in defining and delivering service improvement plans

• Excellent communication skills with the ability to work effectively at all levels of the organisation

• ITIL V4 foundation certificate must be held, and ideally Expert (or equivalent) or Practitioner within one or more processes

About QBE

We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage. We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner.

And our people will be at the centre of our success. We’re proud to work together, and encourage each other enable resilience for our customers, our environment, our economies and our communities. With more than more than 13,000 people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate and kind.

We believe this is our moment – what if it was yours too? Your career at QBE — let’s make it happen!

Benefits

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

• ‘Hybrid Working’ – a mix of working from home and in the office to enhance your work/life balance

• Our ‘Thriving at our Best’ wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice

• 18 weeks’ gender-equal flexible leave for all new parents, including paid super

• The ability to maximise retirement savings through voluntary super contributions and company matching

• Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums

• Additional leave and support through QBE’s Family Domestic Violence First Responder Network

• Discounts on insurance products, car hire, hotels, goods and services including benefits through our various sports and arts sponsorship partners

Rewards & Recognition

We value our employee’s experience with us and are proud to have been recognised for the following awards:

• 2021 LinkedIn Top Employer & HRD Employer of Choice

• 2020 Best Workplace Diversity & Inclusion and Excellence Award for Best Health & Wellbeing at the Australian HR Awards

• Gold Employer status for 4 years in a row 2019 - 2022 Australian Workplace Equality Index (AWEI) – the definitive national benchmark on LGBTQI+ workplace inclusion

• Ranked 6th place in the AAGE Top Graduate Employers 2021 as voted by graduates

• Top 20 Workplaces for Dads in 2019 and 2020 (HBF Direct Advice for Dads)

• Family First accredited employer since 2021

Apply now

APPLY NOW and let’s make it happen! 

Click APPLY to submit your application. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

QBE recognise the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at

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.

We are an international insurer and reinsurer offering a diverse portfolio of commercial, personal and specialty products, as well as risk management solutions. Our product portfolio includes property, motor, crop, energy, marine and aviation. We employ a team of around 13,000 people in 27 countries around the world.