Join to apply for the Global Head of Service Management role at NorthStandard.
This range is provided by NorthStandard. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
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:
* Service Improvement & Innovation – Develop and execute strategies to reduce service desk tickets, enhance self-service, and leverage AI for automation.
* User Experience Enhancement – Lead the modernisation of our service management platform and supporting technologies.
* Operational Excellence – Oversee global IT service desk operations, optimise follow-the-sun support, and drive process improvements using ITIL best practices.
* ITIL Process Management – Own and refine core ITIL processes, including Incident, Problem, Change, Knowledge, and Service Level Management.
* Technology Modernisation – Lead the transformation of service management platforms and integrate advanced monitoring and automation tools.
* Vendor & Compliance Oversight – Manage third-party service providers, ensure regulatory compliance (DORA, resilience requirements), and coordinate audits.
* Leadership & Culture Development – Build a high-performing global team, foster innovation, and champion service excellence.
* Workplace Technology Support – Ensure premium service standards for office technology, meeting room systems, and workplace infrastructure.
* Financial & Resource Management – Oversee service operations budget, optimize costs through automation, and evaluate vendor performance.
* Stakeholder & Business Alignment – Partner with business leaders to align service strategy with organizational needs and drive service improvements.
About you
Skills/Qualifications/Experience
* 10+ years of progressive IT service management experience, with 5+ years in leadership roles.
* Proven track record of transforming service delivery in global organizations.
* Deep expertise in modern service management practices, including ITIL 4.
* Understanding of AI, automation, and digital experience technologies.
* Excellence in stakeholder management and executive communication.
* Experience leading global teams and managing follow-the-sun operations.
* Strategic mindset with ability to execute and deliver measurable results.
* Stays close to developments that come out of SDI and ITSMF.
* ITIL v4 – Practice Manager (PM), Managing Professional (MP) and/or Strategic Leader (SL).
* Additional certifications in service management, project management, or agile methodologies preferred.
Who we are
We are a specialist marine insurer and a member of the International Group of Protection and Indemnity clubs, owned by its shipowner members and controlled by a board of directors drawn from its membership. We’re one of the world’s leading and most influential P&I Clubs. Employing over 600 people globally, we provide an unmatched depth and breadth of expertise to our members.
Our culture and what to expect from us
Our culture is hugely important to us enabling us to fulfil our brand promise, ‘Taking on tomorrow, together’. Together we are empowered, inquisitive and courageous, giving the best of ourselves to our colleagues, customers, members and the communities we serve.
We provide excellent service to members, build long-lasting relationships built on trust and understanding, and treat our colleagues in the same way. It doesn’t matter who you are or what you do, we all act as role models and celebrate our cultural principles.
The Benefits
A competitive salary, discretionary annual bonus plan and benefit arrangements for everyone.
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.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Information Technology
Industries
Insurance
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