Insurance Claims Application Lead

Overview

In this role, you will lead the global application support and ITSM efforts for IRM, ensuring high-quality, resilient production IT services. You will shape and execute support strategies, manage 24/7 operations, and partner with cross-functional teams to align with Group policies and regulatory requirements. You will drive incident, problem, change, and release management, aiming for operational excellence and stable insurance platforms. This is a chance to influence how critical underwriting, claims, and policy systems perform at scale within a leading logistics group.

Pay / Benefits

• Car / Car allowance
• International and virtual environment
• Flexibility and opportunity to learn
• Tempting compensation and benefits

Responsibilities

• Design and evolve the application support and IT service management strategy aligned with business goals and Group policies
• Define and improve ITSM processes (Incident, Problem, Change, Release, Service Lifecycle)
• Lead global application support teams and external vendors, including 24/7 operations
• Ensure high availability, stability, and performance of critical IRM applications (underwriting, claims, policy systems)
• Monitor service performance via SLAs, KPIs, and reporting; drive continuous improvement
• Own incident and problem management with root-cause analysis and preventative actions
• Ensure production changes follow change governance and control frameworks
• Oversee environment management, release coordination, and production readiness
• Collaborate with Product, Architecture, and TAT teams for alignment across delivery
• Provide technical and operational expertise for cross-application and integration issues
• Drive continuous improvement initiatives to boost efficiency and resilience
• Develop and maintain service management documentation and stakeholder communications

Key requirements

• Bachelor’s degree in Technology, Engineering, Management, or related field
• ITIL certification (Foundation / Intermediate / Expert) preferred
• 12+ years in application support, ITSM, or IT operations leadership
• Strong ITIL expertise across incident, problem, change, and service management
• Proven experience leading technical support teams, global vendors, and 24/7 operations
• Experience in insurance or regulated environments is highly desirable

• Leadership and people management
• Cross-functional collaboration
• Stakeholder communication
• ITIL (Incident, Problem, Change, Service Management)
• Application support and ITSM processes
• Vendor and service delivery management

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