Role Title: Scrum Master (Risk Rating & Pricing) Division: GRSI Technology Department: Technology UW Portfolio Location: London Type: Permanent About the Role Reporting to the Head of the UW Technology Portfolio and working as part of an Agile team, LSM are progressively implementing Agile practices and seeks to recruit an experienced Scrum Master to lead LSM's Risk Rating & Pricing hxRenew Team, working alongside the relevant GRSI and GRS technical teams, to understand LSM's priorities, and ensuring that business needs are understood and met. About the Department & Team The GRSI UW Technology Team reports into the CIO and works closely with the Global Risk Solutions (GRS) technology teams to deliver innovative solutions and capabilities that leverage our technical expertise and business understanding and partnerships to enable market-leading performance world-wide. The UW Technology Team is made up of people who deliver day to day 'Business as Usual' support and the delivery of enhancements and new applications to support LSM's underwriting teams. The applications are used in LSM's offices from Latin America and across Europe and the Middle East, through to Lloyd's China. The UW Technology Team works closely with other LSM and US based Global Risk Solutions (GRS) teams to deliver the right solutions to LSM. Key Responsibilities • Support and coach the hxRenew team using Agile/Scrum practices • Mentor staff on the new ways of working as required, and ultimately own the process to deliver value to business customers • Supporting and coaching Product Owners, especially on prioritisation, backlog creation, backlog refinement and their role in the Scrum team • Plan, organise and facilitate the relevant Agile Ceremonies as required e.g. Daily Scrums, Sprint Planning, Sprint Reviews and Retrospectives • Support the preparation of the 90/30-day events such as quarterly PI planning and portfolio reviews • Providing support to the team using a servant leadership style whenever possible, and leading by example • Guiding the team on self-organisation in support of the ethos of the Agile/Scrum frameworks • Lead the team in continuous improvement • Removing impediments or guiding the team on how to remove impediments • Build a trusting, safe, and fun environment where problems can be raised openly with an emphasis on honesty and problem-solving • Assisting with internal and external communication, improving transparency, and socialising information to the wider team • Collaborating with other teams to help ensure the new way of working is understood and integrated with other processes/reporting as needed • Manage and facilitate dependencies and communication with relevant third-party suppliers, business stakeholders; tech, QA and architect leads; DevOps, Change Management and Release Managers to help enable successful releases and delivery. Skills and Experience • Experience in playing the Scrum Master role, consistently applying Scrum principles, theory, and practices, across multiple Agile teams • Experience coaching Product Owners • Proven delivery capability, supported by specific examples • Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency • Knowledge of various well-documented patterns and techniques for filling in the intentional gaps left in the Scrum approach e.g. Burndown reporting, Retrospective formats, handling bugs in the Product Backlog • A clear understanding of the difference between Epics, Features and User Stories • Knowledge of different Agile approaches: Kanban, Lean etc. and Agile tools e.g. JIRA • Awareness and experience with widely used Agile practices and techniques/technologies: User Stories, TDD, Continuous Integration, Continuous Testing, Pairing, Automated Testing • Applicable knowledge of the development technologies used by Agile development teams • Excellent communication and mentoring skills • A relevant certification in Agile e.g. Certified ScrumMaster or PMI Agile Certified Practitioner Key Performance Indicators • Successful implementation of Agile and acceptance both within the team and the wider Digital team • Business benefit evidenced and accepted by the UW Head of Portfolio, business Product Owners and other stakeholders • Positive acceptance of new practices within the development team • Delivery of fully tested and successful software releases within agreed Sprints • Producing long term predictability • Excellent quality analysis/design documents and up to date Product Backlog • Smooth transition of changes from development to production • Compliance with the organisation's control policies and procedures About Liberty Specialty Markets (LSM) Liberty Specialty Markets is part of Liberty Mutual Insurance Group, a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets. Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through: • Offering a vibrant and inclusive environment and committing to their career development. • Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment. • Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals. • A supportive culture, which includes promoting a healthy work-life balance and working flexibly. For more information, please follow the links below:
Jul 01, 2025
Full time
Role Title: Scrum Master (Risk Rating & Pricing) Division: GRSI Technology Department: Technology UW Portfolio Location: London Type: Permanent About the Role Reporting to the Head of the UW Technology Portfolio and working as part of an Agile team, LSM are progressively implementing Agile practices and seeks to recruit an experienced Scrum Master to lead LSM's Risk Rating & Pricing hxRenew Team, working alongside the relevant GRSI and GRS technical teams, to understand LSM's priorities, and ensuring that business needs are understood and met. About the Department & Team The GRSI UW Technology Team reports into the CIO and works closely with the Global Risk Solutions (GRS) technology teams to deliver innovative solutions and capabilities that leverage our technical expertise and business understanding and partnerships to enable market-leading performance world-wide. The UW Technology Team is made up of people who deliver day to day 'Business as Usual' support and the delivery of enhancements and new applications to support LSM's underwriting teams. The applications are used in LSM's offices from Latin America and across Europe and the Middle East, through to Lloyd's China. The UW Technology Team works closely with other LSM and US based Global Risk Solutions (GRS) teams to deliver the right solutions to LSM. Key Responsibilities • Support and coach the hxRenew team using Agile/Scrum practices • Mentor staff on the new ways of working as required, and ultimately own the process to deliver value to business customers • Supporting and coaching Product Owners, especially on prioritisation, backlog creation, backlog refinement and their role in the Scrum team • Plan, organise and facilitate the relevant Agile Ceremonies as required e.g. Daily Scrums, Sprint Planning, Sprint Reviews and Retrospectives • Support the preparation of the 90/30-day events such as quarterly PI planning and portfolio reviews • Providing support to the team using a servant leadership style whenever possible, and leading by example • Guiding the team on self-organisation in support of the ethos of the Agile/Scrum frameworks • Lead the team in continuous improvement • Removing impediments or guiding the team on how to remove impediments • Build a trusting, safe, and fun environment where problems can be raised openly with an emphasis on honesty and problem-solving • Assisting with internal and external communication, improving transparency, and socialising information to the wider team • Collaborating with other teams to help ensure the new way of working is understood and integrated with other processes/reporting as needed • Manage and facilitate dependencies and communication with relevant third-party suppliers, business stakeholders; tech, QA and architect leads; DevOps, Change Management and Release Managers to help enable successful releases and delivery. Skills and Experience • Experience in playing the Scrum Master role, consistently applying Scrum principles, theory, and practices, across multiple Agile teams • Experience coaching Product Owners • Proven delivery capability, supported by specific examples • Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency • Knowledge of various well-documented patterns and techniques for filling in the intentional gaps left in the Scrum approach e.g. Burndown reporting, Retrospective formats, handling bugs in the Product Backlog • A clear understanding of the difference between Epics, Features and User Stories • Knowledge of different Agile approaches: Kanban, Lean etc. and Agile tools e.g. JIRA • Awareness and experience with widely used Agile practices and techniques/technologies: User Stories, TDD, Continuous Integration, Continuous Testing, Pairing, Automated Testing • Applicable knowledge of the development technologies used by Agile development teams • Excellent communication and mentoring skills • A relevant certification in Agile e.g. Certified ScrumMaster or PMI Agile Certified Practitioner Key Performance Indicators • Successful implementation of Agile and acceptance both within the team and the wider Digital team • Business benefit evidenced and accepted by the UW Head of Portfolio, business Product Owners and other stakeholders • Positive acceptance of new practices within the development team • Delivery of fully tested and successful software releases within agreed Sprints • Producing long term predictability • Excellent quality analysis/design documents and up to date Product Backlog • Smooth transition of changes from development to production • Compliance with the organisation's control policies and procedures About Liberty Specialty Markets (LSM) Liberty Specialty Markets is part of Liberty Mutual Insurance Group, a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets. Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through: • Offering a vibrant and inclusive environment and committing to their career development. • Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment. • Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals. • A supportive culture, which includes promoting a healthy work-life balance and working flexibly. For more information, please follow the links below:
Country: United Kingdom of Great Britain and Northern Ireland Creation Date: 14-Feb-2025 Employment Type: Permanent Employment Type: Full time Ref #: Description & Requirements Role Title: Change Management Business Partner Department: LM Re Office Of Operations Location: London Type: Permanent About the Role: As a Change Management Business Partner (CMBP) at LM Re, you will drive employee adoption of business changes, ensuring successful transformation across all levels. Partnering with leadership, you will oversee multiple change initiatives, embed change maturity, and address resistance to foster a culture of change management maturity across LM Re. Your primary focus will be to develop and implement change management strategies that enhance adoption, minimise resistance, and maximise the value of change initiatives. Through coaching and leadership support, you will accelerate adoption, increase employee proficiency, and drive long-term benefits such as value realisation, return on investment (ROI), and the achievement of our strategic goals. About the Department & Team: At LM RE, our people are at the heart of our success. That's why Put People First is one of our core Liberty values, shaping how we work and grow together. We are committed to creating a workplace where our people thrive, and investing in them is a key pillar of our strategy. The Enterprise Change Management (ECM) Team plays a vital role in ensuring LM Re successfully navigates change - whether strategic, technological, cultural or process driven. We don't just implement change; we make it sustainable. By embedding change management skills, tools, and processes into LM Re's culture, we empower teams at all levels to adapt with confidence and agility. Our mission is to build a change-resilient organisation by fostering self-sufficiency, equipping leaders with the right capabilities, and driving a structured, people-centric approach to transformation. Through our work, we create lasting value, ensuring LM Re remains innovative, competitive, and ready for the future. Key Responsibilities: Ensure full line of sight across all types of change and ensure coordination across LM Re. Build strong relationships with key stakeholders, through a solid and empathetic understanding of change impacts on people. Embed the values of Enterprise Change Management into the ways of working, through coaching & mentoring, learning pathways and change capacity management. Work with sponsors of change to coach them in how to perform their role effectively to the benefit of the change being implemented. Assess change impact by conducting impact analyses, assessing change readiness, ADKAR assessments, and identifying key stakeholders. Drive faster adoption, higher ultimate utilisation and greater proficiency of changes that impact employees, using a structured Change Management methodology. Identify and manage anticipated resistance, implementing risk mitigation plans. Engage with employees impacted by change, using Change Management strategies and plans. Ensure alignment with other Change Management Business Partners to highlight dependencies between changes and co-ordinate changes impacting Liberty functions and regions. Promote a consistent customer experience of Change Management throughout Liberty through alignment to our Change Management framework. Actively contribute to the maturity of the Enterprise Change Management team and promote the team and our services positively through your stakeholder networks. Adherence to all relevant regulatory requirements forms part of your role, and the demonstration of behaviours as set out in the Conduct Risk Policy, as they relate to your role, is core to LSM's commitment to our Liberty Values, placing customers at the centre of our business and behaving with integrity. Skills and Experience: Stakeholder management, coaching and influencing skills. Exceptional communication skills - written and verbal. Ability to clearly articulate messages to a variety of audiences. Flexible & adaptable; able to work in ambiguous situations. Able to work effectively at all levels in an organisation. Experience and knowledge of implementing change management principles, methodologies and tools e.g. PROSCI/ADKAR/APMG across multiple projects and programs. Experience as part of a team implementing major programmes of change. Experience with project management approaches (Agile / Waterfall), tools and phases of the project lifecycle. About Liberty Mutual Reinsurance Liberty Mutual Reinsurance is part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets. Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through: Offering a vibrant and inclusive environment and committing to their career development. Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment. Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals. A supportive culture, which includes promoting a healthy work-life balance and working flexibly. For more information, please follow the links below:
Feb 19, 2025
Full time
Country: United Kingdom of Great Britain and Northern Ireland Creation Date: 14-Feb-2025 Employment Type: Permanent Employment Type: Full time Ref #: Description & Requirements Role Title: Change Management Business Partner Department: LM Re Office Of Operations Location: London Type: Permanent About the Role: As a Change Management Business Partner (CMBP) at LM Re, you will drive employee adoption of business changes, ensuring successful transformation across all levels. Partnering with leadership, you will oversee multiple change initiatives, embed change maturity, and address resistance to foster a culture of change management maturity across LM Re. Your primary focus will be to develop and implement change management strategies that enhance adoption, minimise resistance, and maximise the value of change initiatives. Through coaching and leadership support, you will accelerate adoption, increase employee proficiency, and drive long-term benefits such as value realisation, return on investment (ROI), and the achievement of our strategic goals. About the Department & Team: At LM RE, our people are at the heart of our success. That's why Put People First is one of our core Liberty values, shaping how we work and grow together. We are committed to creating a workplace where our people thrive, and investing in them is a key pillar of our strategy. The Enterprise Change Management (ECM) Team plays a vital role in ensuring LM Re successfully navigates change - whether strategic, technological, cultural or process driven. We don't just implement change; we make it sustainable. By embedding change management skills, tools, and processes into LM Re's culture, we empower teams at all levels to adapt with confidence and agility. Our mission is to build a change-resilient organisation by fostering self-sufficiency, equipping leaders with the right capabilities, and driving a structured, people-centric approach to transformation. Through our work, we create lasting value, ensuring LM Re remains innovative, competitive, and ready for the future. Key Responsibilities: Ensure full line of sight across all types of change and ensure coordination across LM Re. Build strong relationships with key stakeholders, through a solid and empathetic understanding of change impacts on people. Embed the values of Enterprise Change Management into the ways of working, through coaching & mentoring, learning pathways and change capacity management. Work with sponsors of change to coach them in how to perform their role effectively to the benefit of the change being implemented. Assess change impact by conducting impact analyses, assessing change readiness, ADKAR assessments, and identifying key stakeholders. Drive faster adoption, higher ultimate utilisation and greater proficiency of changes that impact employees, using a structured Change Management methodology. Identify and manage anticipated resistance, implementing risk mitigation plans. Engage with employees impacted by change, using Change Management strategies and plans. Ensure alignment with other Change Management Business Partners to highlight dependencies between changes and co-ordinate changes impacting Liberty functions and regions. Promote a consistent customer experience of Change Management throughout Liberty through alignment to our Change Management framework. Actively contribute to the maturity of the Enterprise Change Management team and promote the team and our services positively through your stakeholder networks. Adherence to all relevant regulatory requirements forms part of your role, and the demonstration of behaviours as set out in the Conduct Risk Policy, as they relate to your role, is core to LSM's commitment to our Liberty Values, placing customers at the centre of our business and behaving with integrity. Skills and Experience: Stakeholder management, coaching and influencing skills. Exceptional communication skills - written and verbal. Ability to clearly articulate messages to a variety of audiences. Flexible & adaptable; able to work in ambiguous situations. Able to work effectively at all levels in an organisation. Experience and knowledge of implementing change management principles, methodologies and tools e.g. PROSCI/ADKAR/APMG across multiple projects and programs. Experience as part of a team implementing major programmes of change. Experience with project management approaches (Agile / Waterfall), tools and phases of the project lifecycle. About Liberty Mutual Reinsurance Liberty Mutual Reinsurance is part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets. Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through: Offering a vibrant and inclusive environment and committing to their career development. Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment. Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals. A supportive culture, which includes promoting a healthy work-life balance and working flexibly. For more information, please follow the links below:
Department: GRS Technology - Liberty Insurance International (LII) Location: London Type: FTC - 12 months About the Department & Team Liberty Insurance International (LII) and LM Re COO and CIO functions are co accountable to deliver and run Digital and Technology Capability and services across LI and LMRe brands and regions. LII works closely with Global Risk Solutions (GRS) technology teams to deliver innovative solutions and capabilities that leverage our technical expertise, business understanding and partnerships to enable market-leading performance world-wide. The LII Technology Service Management (TSM) team report into both LII and LM Re CIO as well as GRS Technology Resiliency & Engineering Excellence (REE) and are accountable for Service and Engineering Excellence as well as delivering a range of services such as Digital Workplace and Cloud & Engineering for bespoke LSM and LM Re Applications and Services. About the Role The ITSM Analyst is part of the TSM function and helps lead and enable the definition and improvement of ITSM capability. This role enables our Technology Change Delivery Portfolios as well as BAU service delivery teams by maintaining appropriate ITSM Controls and Governance to assure secure, stable and performing technology services. The role is co accountable to the GRS Tech REE Service Management Office and leverages existing Liberty Mutual enterprise service management process and controls capability, owning their localized implementation to support LSM, LM RE and LII Tech's strategy. As well, the role leads on the necessary improvements to address gaps and recommendations across the wider Audit, Cyber and IT controls frameworks. Key Responsibilities Work with ITSM control owners and LII Tech Risk Governance ensuring ITSM controls are designed and operating effectively, and areas for improvements are escalated and remediated timely. Provide appropriate service and ITSM process reporting on a regular basis to achieve targets, continuously improve and deliver excellent customer service. Share best practice and coach on ITSM, increasing the internal body of knowledge. Develop quality, exec-ready management information, presentations, proposals, and reports. Working as One-GRS, drive the necessary improvements to address gaps and recommendations relating to ITSM processes and controls. Build and maintain relationships with colleagues across LII and LM Re COO and CIO functions and run education sessions ('Lunch & Learns') to champion service excellence and our ITSM strategy and governance. Oversee and evolve Change Management Practices as well as Chairing the Local LII CAB meetings. Support Service Delivery Team leads and Managers with robust ITSM practices and process support. Oversee and evolve Major and High Priority Incident Management. Drive adoption of Problem Management and Continual Improvement. Manage the lifecycle of Problems, coordinating timely identification of root cause and all related tasks across technology stakeholders. Oversee and evolve the LII LM Re Change Management and CAB. Act as an escalation point for major incident and problem management; take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews. Ensure appropriate risk and impact assessments are embedded and performed in Change Management and CAB processes. Oversee and evolve the service introduction and transition practices. Contribute to ITSM capability and service improvement roadmaps, enhancing service management processes, governance, tools, reporting and compliance. Perform Product Owner responsibilities for ITSM Processes and Tooling for LII maintaining a backlog of all 'Change' related initiatives and improvements aligned to LII Agile framework and standards. Analyse IT performance data, providing insights and service improvement opportunities. Support IT audit requirements, as well as Risk Governance reporting via KRIs. Actively manage risks and issues in the ITSM area, developing mitigation plans/actions and remediation planning sessions, logging and escalating where appropriate. Review practices to ensure consistency with policies, compliance regulations and control requirements, providing recommendations as needed and ensuring alignment with IT controls and strategy. Develop and maintain Service management operational policies, standards, procedures, and guidelines where applicable. Skills and Experience Experienced Service Management professional with at least 10 years of relevant experience, ideally in a dynamic, demanding and highly regulated financial services environment. ITIL (Information Technology Infrastructure Library) qualifications - preferably ITIL intermediate. Excellent interpersonal and customer service skills with a passion for service excellence and a track record of continuous service improvement. Excellent written and verbal communication and presentation skills, including the production of quality, visually appealing, exec-ready PowerPoint slides and reports as required. Strong organisational skills with an ability to balance and prioritise multiple initiatives at once, and to work under pressure when necessary. Practical experience of working in an Agile team and culture. About Liberty International Insurance (LII) & Liberty Mutual Reinsurance (LM Re) LII and LM Re are part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and customers in all major markets across the globe. Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through: Offering a vibrant and inclusive environment and committing to their career development. Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment. Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals. A supportive culture, which includes promoting a healthy work-life balance and working flexibly.
Feb 11, 2025
Full time
Department: GRS Technology - Liberty Insurance International (LII) Location: London Type: FTC - 12 months About the Department & Team Liberty Insurance International (LII) and LM Re COO and CIO functions are co accountable to deliver and run Digital and Technology Capability and services across LI and LMRe brands and regions. LII works closely with Global Risk Solutions (GRS) technology teams to deliver innovative solutions and capabilities that leverage our technical expertise, business understanding and partnerships to enable market-leading performance world-wide. The LII Technology Service Management (TSM) team report into both LII and LM Re CIO as well as GRS Technology Resiliency & Engineering Excellence (REE) and are accountable for Service and Engineering Excellence as well as delivering a range of services such as Digital Workplace and Cloud & Engineering for bespoke LSM and LM Re Applications and Services. About the Role The ITSM Analyst is part of the TSM function and helps lead and enable the definition and improvement of ITSM capability. This role enables our Technology Change Delivery Portfolios as well as BAU service delivery teams by maintaining appropriate ITSM Controls and Governance to assure secure, stable and performing technology services. The role is co accountable to the GRS Tech REE Service Management Office and leverages existing Liberty Mutual enterprise service management process and controls capability, owning their localized implementation to support LSM, LM RE and LII Tech's strategy. As well, the role leads on the necessary improvements to address gaps and recommendations across the wider Audit, Cyber and IT controls frameworks. Key Responsibilities Work with ITSM control owners and LII Tech Risk Governance ensuring ITSM controls are designed and operating effectively, and areas for improvements are escalated and remediated timely. Provide appropriate service and ITSM process reporting on a regular basis to achieve targets, continuously improve and deliver excellent customer service. Share best practice and coach on ITSM, increasing the internal body of knowledge. Develop quality, exec-ready management information, presentations, proposals, and reports. Working as One-GRS, drive the necessary improvements to address gaps and recommendations relating to ITSM processes and controls. Build and maintain relationships with colleagues across LII and LM Re COO and CIO functions and run education sessions ('Lunch & Learns') to champion service excellence and our ITSM strategy and governance. Oversee and evolve Change Management Practices as well as Chairing the Local LII CAB meetings. Support Service Delivery Team leads and Managers with robust ITSM practices and process support. Oversee and evolve Major and High Priority Incident Management. Drive adoption of Problem Management and Continual Improvement. Manage the lifecycle of Problems, coordinating timely identification of root cause and all related tasks across technology stakeholders. Oversee and evolve the LII LM Re Change Management and CAB. Act as an escalation point for major incident and problem management; take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews. Ensure appropriate risk and impact assessments are embedded and performed in Change Management and CAB processes. Oversee and evolve the service introduction and transition practices. Contribute to ITSM capability and service improvement roadmaps, enhancing service management processes, governance, tools, reporting and compliance. Perform Product Owner responsibilities for ITSM Processes and Tooling for LII maintaining a backlog of all 'Change' related initiatives and improvements aligned to LII Agile framework and standards. Analyse IT performance data, providing insights and service improvement opportunities. Support IT audit requirements, as well as Risk Governance reporting via KRIs. Actively manage risks and issues in the ITSM area, developing mitigation plans/actions and remediation planning sessions, logging and escalating where appropriate. Review practices to ensure consistency with policies, compliance regulations and control requirements, providing recommendations as needed and ensuring alignment with IT controls and strategy. Develop and maintain Service management operational policies, standards, procedures, and guidelines where applicable. Skills and Experience Experienced Service Management professional with at least 10 years of relevant experience, ideally in a dynamic, demanding and highly regulated financial services environment. ITIL (Information Technology Infrastructure Library) qualifications - preferably ITIL intermediate. Excellent interpersonal and customer service skills with a passion for service excellence and a track record of continuous service improvement. Excellent written and verbal communication and presentation skills, including the production of quality, visually appealing, exec-ready PowerPoint slides and reports as required. Strong organisational skills with an ability to balance and prioritise multiple initiatives at once, and to work under pressure when necessary. Practical experience of working in an Agile team and culture. About Liberty International Insurance (LII) & Liberty Mutual Reinsurance (LM Re) LII and LM Re are part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and customers in all major markets across the globe. Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through: Offering a vibrant and inclusive environment and committing to their career development. Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment. Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals. A supportive culture, which includes promoting a healthy work-life balance and working flexibly.