- Company Name
- Pioneer Search
- Job Title
- Application Service Manager
- Job Description
-
**Job Title**
Application Service Manager
**Role Summary**
Lead end‑to‑end management of underwriting, claims, and workflow applications supporting a London Market insurance business. Focus on service stability, uptime, and continuous improvement across hybrid on‑premise and cloud environments (Azure/AWS). Coordinate incident, problem, and change management using ITIL practices; collaborate with vendors, developers, and offshore partners to ensure high availability and quality of service.
**Expectations**
- Deliver and maintain service levels for core insurance applications.
- Own incident, problem, and change lifecycles, ensuring timely resolution and root‑cause follow‑up.
- Manage release pipelines, audits, and disaster‑recovery readiness.
- Analyze performance data and vendor metrics to drive service improvements.
- Communicate effectively with technical and non‑technical stakeholders.
**Key Responsibilities**
- Operate and monitor business‑critical applications, ensuring stability, uptime, and SLA compliance.
- Coordinate with vendors, MSPs, and internal teams to investigate and resolve complex issues in application, database, and integration layers.
- Lead incident, problem, and change management, applying ITIL best practices.
- Utilize Azure DevOps, ServiceNow (or equivalent) for release tracking, defect management, and workflow performance.
- Analyze system performance data, validate vendor reporting, and pinpoint improvement opportunities.
- Serve as the escalation point for technical incidents, driving root‑cause analysis and corrective actions.
- Support audits, disaster‑recovery exercises, and service readiness activities.
- Engage in continuous improvement of vendor performance and service metrics.
**Required Skills**
- Strong application operations and service delivery experience in insurance (reinsurance or specialty London Market).
- Proven management of hybrid/cloud environments (Azure, AWS, or similar).
- Working knowledge of SQL, release pipelines, and environment orchestration.
- Experience with ITIL processes and enterprise service tools (ServiceNow, Azure DevOps).
- Ability to coordinate between business stakeholders, developers, and offshore support partners.
- Excellent incident and problem‑management skills; root‑cause analysis.
- Strong communication and stakeholder‑management capabilities.
- Data‑driven approach to vendor performance and service optimization.
**Required Education & Certifications**
- Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or related field.
- ITIL Foundation certification (mandatory).
- Azure/AWS/DevOps certifications (preferred).