The purpose of this role is to oversee the customer experience by delivering quality service and ensuring customer satisfaction. This includes managing the IT Service Desk operations, handling incidents and requests, and ensuring the smooth execution of core IT Service Management processes such as Major Incident, Problem, Change, Configuration Management, and Disaster Recovery.

Responsibilities:

• Work with the IT Service Manager to ensure alignment of objectives with IT strategies, maximising productivity and performance within QBE.
• Define and implement plans, controls, and Management Information (MI) for managing functions, suppliers, and services.
• Responsible for service improvement activities as part of the Continuous Service Improvement Plan.
• Contribute to the wider IT strategy by providing relevant information for decision-making.
• Maintain awareness of technical and legislative changes, and i...