Hybrid Service Product Owner en Hiscox

Job Type:

Build a brilliant future with Hiscox
 

About us:

HISCOX is an international insurer specialized in the market of luxury goods & property, and high-end professional insurance. As experts in risk, we give people and businesses the confidence to realise their ambitions. With offices in 9 European countries, we have a very international staff and encourage a culture that fosters inclusion and collaboration, offering exciting opportunities for personal and professional growth.

In our Lisbon office we have the privilege of employing approximately 500 exceptional professionals representing 29 diverse nationalities. Despite our central location within the city, we recognize the importance of maintaining a healthy work-life balance. As part of our commitment to our employees’ well-being, we provide a 35-hour workweek along with the option for a hybrid working schedule.

The Team:

In Hiscox Europe, you will work across several geographies, which includes Germany, France, Benelux, Iberia and Ireland. We are organized in an Agile manner through Value Streams with the aim of autonomous teams towards specific key demands, be it country specific or cross country.

As part of the Europe Technology Team, based in Lisbon, and reporting to Cloud & Integration Lead, you will be the Product Owner responsible for the EU IT Operations Value Stream.

The Role:

As a Service Product Owner, you will be responsible for the vision and successful management of the tools, KPIs, and IT Service Delivery of the EU IT Operations Value Stream. You will ensure that they meet business needs with optimal performance and quality, and are used in accordance with the agreed governance.

Key Responsibilities:

· Define and maintain the EU IT service strategy, aligning it with business objectives, ITIL v4 principles, and with the Agile transformation.

· Work across several geographies collaborating and ensuring country specific stakeholder management.

· Deliver specific reporting and analysis on services’ quality, usage and satisfaction.

· Facilitate the creation and delivery of service requests around these services.

· Help identify opportunities for process improvement and automation to enhance operational efficiency.

· Stay updated with the latest trends and advancements in the technologies related to these services.

· Ensure the development and maintenance of user guides, training materials, as well as user-facing knowledge articles.

· Ensure the maintenance of accurate and up-to-date system configurations.

· Ensure the maintenance of comprehensive documentation of the application’s architecture, processes, and procedures (ex: service requests, account lifecycle management, integrations, etc.).

· Ensure smooth coordination with the L0/L1 Help Desk and adjust knowledge base articles and incident resolution processes accordingly.

· Ensure smooth coordination with the Managed Services partners who handle L2 support for some of these services.

· Adjust support-oriented knowledge base articles and incident resolution processes accordingly.

· Ensure a high level of user satisfaction by making sure support requests are addressed correctly in the ITSM tool and resolved efficiently.

· Intervene on the resolution of complex incidents in collaboration with the Incident Manager, the analysts and the Managed Services partner.

· Ensure good monitoring and alerting practices towards a proactive problem oriented resolution instead of reactive incident driven resolution

· Ensure smooth collaboration of Problem Management with analysis of recurring incidents to identify root causes and implement corrective/preventive measures to minimize future occurrences.

Person Specification:

· Solid understanding of ITIL principles, having certification will be highly recognized.

· Solid background in software engineering or equivalent with 5+ years of experience on IT Service / Operations delivery.

· Previous experience in an IT role with responsibilities in planning and team management, managing and leading IT teams, including previous experience working within an agile environment.

· Previous experience managing mixed teams with internal and external staff, including strong 3rd party management skills.

· Strong stakeholder management creating good collaborative working relations with business and IT stakeholders.

· Previous experience of Monitoring & Alerting suites is a must (e.g. in Grafana, New Relic, Dynatrace).

· Knowledge of Azure cloud platform and previous experience with Azure cloud operations is a plus.

· Knowledge of Alemba ITSM is a plus.

· Good written and verbal English communication skills,

Why Hiscox?

· Healthy work-life balance with our 35h/week and hybrid working system.

· Holidays: 25 days + 2 Hiscox Days (Extra two Annual Leave).

· Health insurance, gym allowance, pension plan etc.

· After 5 years work 1-month sabbatical leave.

· Team spirit with many opportunities to engage and an open culture.

Work with amazing people and be part of a unique culture