The Global Head of Technology Service Management will lead the modernisation of our technology service delivery across 13 global offices, serving almost 700 NorthStandard colleagues.
This strategic leadership role will improve how technology enables our business by creating an exceptional user experience, driving self-service adoption, and building a proactive service culture that anticipates and prevents issues before they impact our colleagues.
What will you be doing?
Key responsibilities will include:
1. Service Improvement & Innovation – Develop and execute strategies to reduce service desk tickets, enhance self-service, and leverage AI for automation.
2. User Experience Enhancement – Lead the modernisation of our service management platform and supporting technologies.
3. Operational Excellence – Oversee global IT service desk operations, optimise follow-the-sun support, and drive process improvements using ITIL best practices.
4. ITIL Process Management – Own and refine core ITIL processes, including Incident, Problem, Change, Knowledge, and Service Level Management.
5. Technology Modernisation – Lead the transformation of service management platforms and integrate advanced monitoring and automation tools.
6. Vendor & Compliance Oversight – Manage third-party service providers, ensure regulatory compliance (DORA, resilience requirements), and coordinate audits.
7. Leadership & Culture Development – Build a high-performing global team, foster innovation, and champion service excellence.
8. Workplace Technology Support – Ensure premium service standards for office technology, meeting room systems, and workplace infrastructure.
9. Financial & Resource Management – Oversee service operations budget, optimize costs through automation, and evaluate vendor performance.
10. Stakeholder & Business Alignment – Partner with business leaders to align service strategy with organizational needs and drive service improvements.
About you
Skills/Qualifications/Experience
1. 10+ years of progressive IT service management experience, with 5+ years in leadership roles.
2. Proven track record of transforming service delivery in global organizations.
3. Deep expertise in modern service management practices, including ITIL 4.
4. Understanding of AI, automation, and digital experience technologies.
5. Excellence in stakeholder management and executive communication.
6. Experience leading global teams and managing follow-the-sun operations.
7. Strategic mindset with ability to execute and deliver measurable results.
8. Stays close to developments that come out of SDI and ITSMF.
9. ITIL v4 – Practice Manager (PM), Managing Professional (MP) and/or Strategic Leader (SL).
10. Additional certifications in service management, project management, or agile methodologies preferred.
The Company
Welcome to NorthStandard, one of the largest and most influential marine insurers in the International Group.
We're more than just a workplace. We're a global community of passionate maritime professionals driven and defined by our empowered, inquisitive, courageous and giving principles, and our commitment to excellence. We believe in fostering a diverse, inclusive and dynamic work environment where everyone can be themselves, thrive, and contribute their unique talents to delivering our best for colleagues, members, customers, and the communities we serve.
You will be empowered to focus on your progression, have access to development opportunities designed to fast-track your career from the day you start, and the ability to contribute to and shape our employee experience. In return, we offer a competitive salary and benefits package, while benefitting from a hybrid approach in our collaborative office spaces around the world.
We’re committed to continuous learning and development, building long-lasting internal and external relationships, and driving service excellence.
The Benefits
The usual stuff: A competitive salary, discretionary annual bonus plan and benefit arrangements for everyone.
Flexible working: We offer a best in market hybrid working policy and are open to considering a range of flexible opportunities. This includes job-sharing, part-time roles and remote working.
Taking care of you: Our people are the most important part of our club and we constantly strive for our culture and working environment to show how much we value the contribution you make. We do this through our Employee Resource Groups, learning and development opportunities, inclusive policies and our Employee Assistance Programmes.
Social events: We host a range of get-togethers throughout the year as we believe that bringing our people together is a great way to motivate each other, inspire success, and build a stronger foundation for the club.
The Values
Empowered
By being trusted, inspired and developed.
Giving
Showing we care by sharing our attention, experience and expertise.
Courageous
Challenging relentlessly to create better outcomes.
Inquisitive
Embracing diverse perspectives and fresh possibilities.
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