Join to apply for the IT Service Operations Manager role at MS Amlin

Join to apply for the IT Service Operations Manager role at MS Amlin

Location: London (min 2 days in the office)

Contract Type: Permanent

Work Pattern: Full time and Hybrid

About The Role

The IT Service Operations Manager will report to the Head of IT Service Operations and owns the Incident, Major Incident, Problem, and Change Management processes.

In this role, you will lead efforts to drive the quality and performance of IT services, ensuring timely resolution of Incidents and Problems, effective management of Change, and continuous improvement of your functions. You will also be required to collaborate with our offshore Managed Service Provider, utilizing your strong analytical skills and advanced ServiceNow expertise to track performance, analyse trends, and deliver meaningful reports.

This position looks to build relationships with a number of key IT and Business stakeholders and manages escalations of incidents and their communications. In addition this role works with the Service Transition Manager and Change Manager to ensure new IT services and releases are planned and rolled out successfully.

MS Amlin is part of a global top-10 insurance group, MS&AD. We’re made up of four distinct businesses covering Global Reinsurance, Lloyds Franchise, Local Specialty Insurer, and Business Services.

MS Amlin Business Services (MS ABS) supports the organisation through legal, HR, facilities management, IT, risk management, compliance, and finance. Our vision is to be a trusted partner and solution provider of choice.

What You’ll Spend Your Time Doing

Ownership of the Incident Management, Major Incident, Change Management & Problem Management Processes

Incident and Major Incident Management:

• Own and drive the Incident Management process to ensure all incidents are logged, categorized, prioritized, and resolved within Service Level Agreements (SLAs).
• Lead the Major Incident Management process, acting as the key point of escalation for critical incidents, ensuring swift resolution, root cause analysis, and post-incident reviews.
• Work closely with offshore managed service providers to ensure incidents are managed effectively and according to ITIL best practices.
  
  

• Lead the Problem Management process to identify the root causes of recurring incidents, facilitating long-term solutions and minimizing service disruption.
• Coordinate with internal teams and offshore providers to implement corrective actions and resolve underlying issues.
  
  

• Oversee the Change Management process, ensuring changes are assessed, authorized, and implemented with minimal risk to production systems.
• Work with cross-functional teams to ensure that changes are tested thoroughly and that rollbacks are planned appropriately in case of failure.
• Partner with offshore service providers to ensure that change management is followed consistently across all service delivery teams.
  
  

• Regularly engage with offshore teams to review service performance, ensure compliance with SLAs, and manage issue resolution effectively.
• Coordinate offshore resources to ensure IT Operations are managed seamlessly and meet business needs.
  
  

• Leverage ServiceNow Performance Analytics to track and report on key ITSM metrics (e.g., incident resolution times, change success rates, problem resolution timelines).
• Utilize ServiceNow tools (e.g Process Mining/AI) to uncover inefficiencies and optimize workflows across the Incident, Problem, and Change Management processes.
• Analyse ITSM data to identify trends, bottlenecks, and areas for service improvement across all processes.
• Support the production of regular reports to senior leadership on incident trends, problem resolution progress, change success rates, and overall service performance.
• Use data insights to recommend process improvements and operational efficiencies, supporting continuous improvement initiatives.
  
  

• Lead continuous improvement initiatives for Incident, Major Incident, Problem, and Change Management processes, ensuring they are optimized for efficiency and aligned with ITIL best practices.
• Work with stakeholders to refine processes, implement automation, and streamline workflows to improve the overall quality and speed of IT service delivery.
  
  

• Have the ability to work at all levels
• Manage key Stakeholder Relationships
• Focus on Delivering Results
• Self-Manage & have the ability to work on own initiative
• Demonstrate assertiveness and Persuasive interpersonal skills
• Are Analytical with a structured work ethic
• Are Customer Focused
• Experienced in managing and optimising process in a multi-location, offshore MSP model
  
  

• ITIL V3/4 qualifications; Foundation & Service Operations
• Deep understanding of ITIL service operations processes and functions in particular, service desk, technical services, incident, request fulfilment and problem management
• Deep understanding of service operations and service management tool-sets and configuration
• General understanding the ITIL service lifecycle
• Appreciation of structured project management methods
• Understanding of information technologies – data centre, database and application
• Appreciation of software development lifecycle methods and processes
• Experience working with 3rd party on and offshore outsource teams and organisations
• Experience establishing service catalogue, service levels and service reporting.
• A deep understanding of Agile methodologies
• Advanced ServiceNow knowledge and experience
  
  

• Competitive Base Salary
• Performance Related Discretionary Bonus
• Holiday: 28 days core annual leave, and you can buy up to 5 days
• Pension: A minimum 2% employee contribution plus 7% MS Amlin contribution (9%) up to a maximum of 5% employee contribution plus 13% MS Amlin contribution (18%)
• Private Medical: cover for yourself. Family members/dependants can be added
• Flex Fund: £1,000 (pro-rated based on start date) to spend on flexible benefits
• Life Assurance: 5 x annualised base salary
  
  

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Insurance

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