Itsm Lead

**Primary Details**
Time Type: Full time

Worker 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;
- 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 volu