Looking for a role that will have a meaningful impact in IT?
We are looking for a UK Service Owner who will be responsible for ensuring compliance with governance controls, managing cross-team prioritisation, and overseeing the escalation process and incident resolution across international regions, particularly focusing on Canada, Europe, and the United Kingdom.
What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs.
Join us and play your part in something special!
The opportunity:
This role necessitates collaboration with various IT departments, including Network, Telephony, Server (cloud included), Database, Application, and Desktop teams. Additionally, it involves engagement with business units through joint sessions, sharing best practices, service transition activities, and developing defined escalation pathways. The incumbent must facilitate prompt and consistent issue resolution across diverse business divisions while maintaining standardised processes to ensure optimal service delivery.
The UK Service Owner supports multiple business lines: Advice Lines, Tax, Legal and Insurance.
What you’ll be doing:
Operational Responsibilities:
- Collates and drives team successes that includes monthly reporting to ensure performance recognition and continuous improvement are recognised and maintained.
- Tracks major incidents and compiles datasets, coordinating team application recoveries and conducting impact assessments for changes and security vulnerabilities.
- Drives operational efficiencies by implementing automated application testing and conducting daily monitoring of exception reports.
- Analyses service records regularly to identify necessary actions for maintaining or improving service levels, initiating or reporting these actions as required.
- Initiates and monitors actions to investigate and resolve problem tickets concerning systems, processes, and services, determining appropriate fixes and assisting with the implementation of agreed remedies and preventative measures.
- Polices the wider team (Application Managers) for governance alignment and prioritisation across teams, managing day-to-day issues including all international locations that have issues outside of local core application support team remits.
Relationship Management:
- Converses with European counterparts to coordinate application installations, bridging the internal IT team with colleagues in Canada and the EU.
- Manages technical and business relationships, ensuring failures of European platforms are promptly addressed by the local IT teams.
- Ensures consistency in approach across multiple business divisions, including Insurance, Tax, Legal, and Advice Lines.
Cross-Functional Collaboration:
- Coordinates with European counterparts by organising joint application installation sessions, sharing standard methodologies, and resolving compatibility issues between regional platforms.
- Manages cross-divisional issues by establishing clear issue pathways, facilitating communication between business units, and ensuring rapid resolution of issues that impact multiple teams.
Our must-haves:
The successful candidate:
- is an experienced Service Owner, Scrum Master, or Application Support Lead.
- has good understanding of Agile delivery methods and ability to embed them in a support environment.
- has working knowledge of ITIL Service Management practices, particularly Incident, Problem, Change, and Release management.
- is experienced at managing both in-house applications and COTS platforms.
- is experienced at supplier relationship management, and management of outsourced teams.
- is skilled in backlog management, prioritisation, and facilitating delivery teams.
- is a good communicator and facilitator who is able to work effectively with technical teams and non-technical stakeholders.
- has a collaborative, problem-solving approach with a focus on delivering value quickly and sustainably.
- is comfortable in a hands-on role, balancing tactical service delivery needs with team coaching.
- has a track record of meeting or exceeding SLAs, with clear examples of driving service performance improvements.
Who we are:
Markel Group (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory, and investment operations around the world.
We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further
What’s in it for you?
- A great starting salary plus annual bonus & strong benefits package…
- 25 days paid holiday plus Bank Holidays, with the opportunity to buy/sell extra leave
- Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
- There are countless opportunities to learn new skills and develop in your career and we can provide the support needed to do just that!
Are you ready to play your part?
Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.
Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at rec@markel.com or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.
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