Primary Details

Major Incident Manager - ITSM Practitioner

London

Permanent (Hybrid)

The Opportunity

QBE Europe is currently recruiting a Major Incident Manager ITSM Practitioner to join our service management team in our London office. The role of Major Incident Manager will provide quality major incident support managing and controlling assigned incidents as they occur to ensure minimal impact to the business and restoration of a normal operating service. The MIM team provide support on a shift basis covering 07:00hrs to 18:00hrs GMT Monday to Friday with each MIM required to be On-Call 1 in 4 weekends.

Your new role

• Run appropriate Major Incident groups (war rooms) to address major incidents at pace including the engagement and co-ordination of multiple support teams and suppliers.

• Ensuring all Major Incidents are managed effectively and efficiently.

• Responsible for contributing to and creating clear timely and accurate communications throughout each Major Incident being managed as defined by the process.

• Responsible for conducting Post Incident Reviews - to ensure continuous improvement and shared learning.

• Ensure effective handover between Major Incident and Problem Management to drive root cause investigations identify lessons learnt and drive improvements.

• Build positive open and constructive relationships with key stakeholders and service providers working in partnership to ensure adherence to performance targets service delivery meets current and future business needs managing customer expectations as necessary appropriate awareness of the Major Incident Management Processes

• Ensure that the Major Incident Management Processes are regularly reviewed and updated as required to ensure full integration with other relevant processes and procedures (both QBE & 3rd party) reflecting ITIL best practice guidelines. Responsible for applying the Major Incident Management Processes to best support internal business customers and key service partners by ensuring e.g. a clearly defined time line is maintained throughout major incidents an action log is maintained throughout and following the lifeline of a major incident adherence to QBEs defined service processes and ITIL best practice guidelines
  Input to Major Incident objectives to ensure they are reflect operational service delivery priorities

• Responsible for service improvement activities as part of the Continuous Service Improvement Plan for Major Incident Management

About you

• Good understanding and background of infrastructure and technology environment

• Previous experience within a Major Incident Management function

• Significant experience of working within a multi-vendor environment and complex infrastructure

• Experience of project planning timeline management and implementation execution.

• Experience of working with outsourced service partners.

• Able to negotiate in difficult situations to reach a successful conclusion

• Excellent communication skills both written and oral

• Having the right to work in the UK is a requirement for this role. QBE may consider sponsorship at its discretion.

Why QBE At My Best

At QBE we want our people to feel rewarded and inspired to perform at their best thats why we have created At My Best. Its our connection our way of showing we have your back. We understand that one size doesnt fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. Its in the culture of our business our QBE DNA to support our people. Everything we do is underpinned by our QBE DNA.

Were an international insurer thats building momentum towards realising our vision of becoming the most consistent and innovative risk partner. We can never really predict whats around the corner but at QBE were asking the right questions to enable a more resilient future helping those around us build strength and embrace change to their advantage.

QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job we have adopted flexible working across the company and welcome this conversation ( more than more than 13000 people working across 27 countries were big enough to make a real impact but small enough to provide a friendly workplace where people are down-to-earth passionate and kind.

To find out more about why you should work for QBE visit our careers website.

At My Best - QBE Benefits

You are more than your work and QBE is more than a workplace which is why we provide you with the benefits support and flexibility to help you concentrate on living your best life personally and professionally. FOR UK ONLY: As well as the benefits below we also offer an extensive choice of other options to suit you!

• 30 days holiday a year with the option to buy up to 2 additional days.

• Flexible working - balancing work and life is important so our flexible working opportunities are open to all this can include part-time job share and compressed hours.

• Pension you are automatically enrolled into the QBE pension plan which entitles you to receive employer contributions of 10% of your basic salary.

• Private medical insurance we fund fully comprehensive private medical cover for you and all the family.

• Family friendly policies we offer 26 weeks leave at full pay regardless of gender identity sexual orientation or how you become a parent.

• Short term remote work abroad - you can request up to 20 days per year to work remotely from certain locations abroad.

• Sustainable investing - we believe sustainable integration is important for long term financial environmental and social outcomes. Our pension strategy supports our net-zero goal to achieve year-on-year reductions in carbon footprint by investing more in green businesses than the broader market so your savings are looking after the planets future as well as your own.

• Cycle-to-Work benefit from regular exercise whilst making your commute greener and cheaper select and bike and/or accessories up to the value of 5000.

To find out more visit our Reward Page

QBE Awards

Some of the awards QBE are proud to have won been a finalist for and shortlisted for include;

Insurance Post British Insurance Awards 2025: Winner: Commercial Lines Insurer of the Year
Winner: Reinsurer of the Year - QBE Re Winner: ESG Diversity Equity and Inclusion Initiative of the Year Winner: Insurance Personality of the Year - Chris Wallace Executive Director UK insurance

AXCO Global Insurance Awards 2024 Winner: Network Management of the Year

Insurance Business UK 5-Star Cyber Awards 2024: QBE rated as a 5-Star Cyber Insurer

UK IT Industry Awards 2023 Winner: Green Technology Innovation of the Year

Working Dads Employer Awards 2023 Winner: Parental Policies Award

Insurance Post British Insurance Awards 2023: QBE rated as a 5-Star Employee

You can view all our awards here

Inclusion of Diversity

We are striving to create a workplace culture where all our people feel included and we are committed to building a diverse workforce that is reflective of the communities we operate in. We are proud to have partnerships with organisations such as Stonewall and Working Families and our commitment to the Women in Finance Charter the UN Womens Empowerment Principles and Race at Work charter helps keep us accountable and transparent. For more information on our strategy targets please take a look at our Careers Page

Accessibility

Here at QBE we are promoting an accessible workplace for all which includes supporting candidates to perform at their best during their recruitment process. If you require any accommodations please make your Talent Acquisition contact aware.

ESG & Sustainability

At QBE we believe that integrating sustainability into our business helps us deliver on our purpose of enabling a more resilient future. Our three key focus areas include fostering an orderly and inclusive transition to a net-zero economy enabling a sustainable and resilient workforce and partnering for growth through innovative sustainable and impactful solutions. For further information regarding QBEs sustainability targets including our net-zero pledges and inclusion of diversity targets and our award-winning impact investment initiative Premiums4Good please visit our Sustainability homepage and read our latest Sustainability Report

What nextIf you have a passion to contribute to QBEs vision of enabling a more resilient future for our customers and the community we encourage you to apply! Simply click the apply button to submit your CV and other relevant documents and a member of our friendly Talent Acquisition team will be in contact to discuss your interest further if you meet the requirements of the role.

We believe this is our moment what if it was yours too

APPLY NOW and lets make it happen!

Skills:

How to Apply:

To submit your application click Apply and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.