Head of Service Management

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Direct Line Group

The role
COVID -19 update

We’re actively looking for people to join our teams and we’re committed in protecting your health and wellbeing during every step of our recruitment process.

If you’re successful in securing a role with us you’ll find we’ll be doing things a little bit differently and it may mean you’ll initially join our team by working from home.

During this time we’ll work with you to make sure you have the tools and equipment you need and that you feel part of our amazing DLG team!

What we’re looking for:

As the Head of Service Management you will report directly to the Director of Live Services.   

Responsible for leading the Service Management function adopting a customer and service centric approach to the provision of IT Service Delivery.

Who you’ll be working with:

At Direct Line Group, we continue to unleash the power of technology to disrupt the insurance market – and our Technology Services team is at the heart of this, working to provide the kind of experience and services that wow our customers.

We are delivering a set of ambitious plans to transform our technology for the future, evolving the systems, platforms and infrastructure that our people use day-to-day. Think agile, think robust, and most of all, think simple. By providing a crafted experience, we aim to stand out from the competition and do amazing things for our customers.

This is an exciting time to join the Technology Services team at Direct Line Group and we’re looking for curious minds, status-quo challengers and critical thinkers who will bring a fresh perspective to our team!

What you’ll be doing:

Managing key relationships across Technology and the business to deliver a service centric culture.
Operational responsibility for Major Incident Management, Problem Management, Release Management, Change Management, Service Desk Management, Knowledge Management & Training and Service Relationship Management (and their governance thereof)
Provide strategic leadership in the optimisation and execution of the Service Management function, and across the integrated supply chain supporting strategic business objectives.
Responsible for the oversight of all corresponding processes and governance executed by the function, ensuring that they are delivered in line with business need, minimum standards and supplier obligations.
To build, develop and lead the Service Management teams including succession planning and coaching. Lead and consistently exhibit the DLG values and behaviours required for a senior manager.
You’ll  provide leadership that focuses teams on improving service stability and performance.
You thrive working in an inclusive, collaborative manager,  always striving to encourage and develop your team!
Oversight and Senior Escalation for Major Incident Management, ensuring effective delivery and of the processes and controls to minimise disruption to DLG businesses and customers.
What we’ll give you:

Come join us and you’ll find yourself in the middle of one of the most on-the-go teams in the business. We’re always encouraging internal development and you’ll have access to loads of learning opportunities, events and conferences to build your industry knowledge.

Direct Line Group are an equal opportunity employer who value diversity. We do not discriminate and we recognise and embrace that people work in different ways. We will always adapt so you have the best and most comfortable working environment. If during the recruitment process you require any reasonable adjustments, please just let us know.

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