Head of IT Service Delivery

2 weeks ago

Ashford, United Kingdom Chubb Full time

There is a very exciting time for Chubb, as we can leverage our 200+ year history of providing statutorily required and route-based services through our internationally recognized brand, to create a further loyal customer base and workforce through the useof technology.

Chubb Fire and Security group has presence in 20 countries and employs 13,000 people.

This is fantastic opportunity for a Head of Service Delivery to play a key role in transforming IT by creating and running a world class service delivery function.

Reporting to the Director, Digital Operations, and a key role within the IT leadership team, the Head of Service Delivery is an ITIL specialist, with previous experience on running a service delivery function and interacting with multiple teams in multiplegeographies.

This individual will lead the creation of our Service Delivery function, splitting it from the Carrier Corporation, while setting the foundations for a transformation in the provision of IT services within Chubb. Once we complete the departure, this leaderwill run and continuously improve the function.

Key activities:

- Creation and continuous evolution of a 'To-Be’ IT Support Operating Model, including definition and monitoring of SLAs which are in line with business needs. Definition and oversight of IT Support processes (incl. clarity of R&R, and efficiency of hand-offbetween internal and external support providers, defined SLAs).
- Definition and oversight of escalation processes, roles and responsibilities, and be the ultimate escalation point to Service providers.
- Responsible execution of Chubb IT Operations, in collaboration with the business leadership & representative end user groups, as well as service providers (internal and 3rd party), to ensure the provision of a 21st Century service.
- Proactive daily management of Central IT Operations team and service providers (incl. incident backlog, partner performance and service levels, & facilitation of regular formal partner performance reviews).
- Responsible for the creation and maintenance of our IT Operations Service Catalog.
- Ensure continuous "health check" of our IT services through proactive monitoring, alerts & published dashboards.
- Ownership of IT Helpdesk function & Tools (including ServiceNow config alignment with service catalog and operating model, efficiency/simplification of Incident and Request processes, & maximize end user self-service).
- Ownership of MIM (Major Incident Management) processes.
- Major stakeholder in CAB process (protect integrity of production systems).
- Provide inputs to Infrastructure plan and Capacity planning to meet future business needs.
- ServiceNow and ServiceNow CMDB ownership.

**Qualifications**
- English speaker.
- Excellent communication skills - all levels internal and 3rd party stakeholders.
- >7 years experience in IT roles including some IT Management / IT Service Delivery responsibility.
- Formal qualification/training in a relevant IT discipline.
- Broad understanding of IT Infrastructure components (technology).
- Passionate about Service Delivery.

Additional competencies
- French Language spoken.
- Awareness & understanding of ITSM (IT Service Management) principles.
- Degree level education relevant to IT and/or service delivery.

**Additional Information**

What can we offer you?
- Excellent Salary with Bonus
- Company vehicle cash allowance
- 25 days holidays plus bank holidays, plus option to purchase additional leave
- Company pension scheme
- Employee scholarship scheme
- Benefits Central Platform hosting employee reward and recognition initiatives and health and wellbeing resources
- Bravo Awards which recognise outstanding contributions from all employees and encourage excellence

More about us:
Chubb is a leading provider of fire safety and security solutions & services for customers worldwide. We have been protecting people and assets for over 200 years. Today, our 14,000 employees in 250 branches in 17 countries work to make the world safer,protect people and provide peace of mind. Our fire, security and monitoring services cover more than 1.3 million sites around the world.

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