IT Service Management Lead

EMEA IT Service Management Lead – Infrastructure

Chubb is the world's largest publicly traded property and casualty insurer.  With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients.

Chubb Infrastructure is a team of innovators who love technology as much as you do. Together, you will use a disciplined, innovative and a business focused approach to develop a wide variety of high-quality products and solutions. You will work in a stable, resilient, and secure operating environment where you—and the products you deliver—will thrive.

The EMEA IT Service Management (ITSM) lead (IT Service Manager) will be a senior leadership and management role reporting into the Global Command Centre Head and the EMEA infrastructure Head. The role-holder will work in close partnership with regional IT Service Managers in the Application Teams, Applications Support, regional and global infrastructure teams and respective CIOs, ensuring best-in-class ITSM services delivered to our clients. 

Incident, Problem & Change, Config

The role-holder is responsible for the incident, problem, change and config management processes in the EMEA region in close collaboration with the global ITSM organization. This individual will be responsible for ensuring that incidents are resolved in a timely manner, problems are identified and remediated, and changes are managed effectively to minimize disruption to the business. In addition, the CMDB data quality in the regions as basis for all ITSM processes will be another key responsibility. A key focus for the role holder will be to Identify, Develop and Implement key process improvements within the Global Problem management framework. 

Key responsibilities

• Lead and manage a team of incident, problem, and change management professionals in the Chubb engineering centers (matrix organization) ensuring that they are trained and equipped to handle incidents, problems, and changes effectively.
• Develop and implement incident, problem, and change management policies, procedures, and standards that are aligned with industry best practices and organizational objectives.
• Oversee the identification, prioritization, and resolution of incidents and problems, ensuring that appropriate communication and escalation processes are in place.
• Ensure that changes are managed effectively, with appropriate testing, approval, and communication processes in place to minimize disruption to the business.
• Collaborate with other IT teams and stakeholders to ensure that incident, problem, and change management processes are integrated with other IT processes and initiatives.
• Develop and maintain metrics and reporting mechanisms to measure the effectiveness of incident, problem, and change management processes and identify areas for improvement.
• Stay abreast of industry trends and best practices related to incident, problem, and change management and apply this knowledge to continuously improve the organization's processes 
• Ensure and maintain CMDB data quality (Cis and Apps) for the region in close collaboration with the global ServiceNow team and infrastructure chapters

Position Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related field; Master's degree preferred.
• 10+ years of experience in incident, problem, and change management, with at least 5 years of experience in a senior leadership role.
• Experience working in a global organization with a diverse team and customer base.
• Strong knowledge of ITIL best practices related to incident, problem, and change management.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Strong leadership skills, with the ability to motivate and inspire a team to achieve organizational objectives.
• Ability to manage multiple priorities and projects in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
• Broad know-how of IT (Infrastructure, Applications)
• Familiarity with IT Service Management toolsets such as ServiceNow

Preferred position Skills:

• Experience leading large multi-cultural teams 
• Experience with Organizational Change Management
• Demonstrated experience with facets of personnel management
• Demonstrated experience in leading change, with track record of identifying and implementing opportunities to improve operations and performance
• Promote a culture of collaboration and teamwork across organizational boundaries; willing to break down functional silos to optimize business results and to facilitate the overall organization
• Experience Leading a large geographically diverse matrix organization
• Ability to operate effectively in a large global organization
• A Change agent with experience in automation & reliability engineering
• Proven experience in managing professional teams and dealing with sensitive performance and personal matters in a diplomatic and effective manner
• Strong organisational, operational planning, management and business skills