IT Manager

Howden is a leading global independent insurance broker, made up of talented and passionate individuals pushing the boundaries of the insurance industry. With over 22,000 employees across more than 100 countries, we combine our strengths every day to develop innovative solutions and shape the future of the sector.

At Howden, we offer more than just a job—we provide an environment where everyone can grow, share ideas, and truly make a difference. If you’d like to be part of this vision, we look forward to meeting you.

The IT Manager is responsible for the end-to-end management of the organization’s IT services in line with ITIL and industry best practices. This role ensures that IT services are delivered in a secure, highly available, high-performing, and business-aligned manner. By overseeing IT services, systems, network, and infrastructure operations, the ITSM Manager plays a key role in ensuring business continuity and improving user satisfaction

Key Responsibilities:

IT Service Management

• Define, implement, and continuously improve ITIL processes (Incident, Problem, Change, Request, Asset, Configuration, Service Level Management, etc.)
• Establish and maintain the IT service catalog
• Define, monitor, and report on SLAs, OLAs, and KPIs
• Conduct root cause analysis for major incidents and ensure permanent corrective actions

IT Operations (Services, Systems, Network, Infrastructure)

• Ensure operational continuity of servers, data centers, network, storage, backup, and virtualization environments
• Monitor system and network performance and conduct capacity planning
• Minimize planned and unplanned service disruptions
• Integrate cloud and hybrid infrastructure services into ITSM processes

Change & Project Management

• Manage change processes and perform risk assessments
• Coordinate with relevant teams on IT infrastructure and service-related projects
• Manage operational transition and service handover for new systems and services

Team & Vendor Management

• Oversee daily operations of IT service and operations teams and support their professional development
• Monitor vendor and outsourcing partner performance based on defined SLAs
• Maintain strong communication and collaboration with internal business stakeholders

Information Security & Business Continuity

• Manage access control and information security processes within the scope of ITSM
• Develop, maintain, and test Disaster Recovery (DR) and Business Continuity plans
• Ensure compliance with audit, regulatory, and corporate governance requirements

Required Qualifications:

• Bachelor’s degree in Computer Engineering, Electrical & Electronics Engineering, or related fields
• Minimum 10 years of experience in ITSM / IT Operations roles
• ITIL Foundation (Intermediate / Expert preferred), ISO 20000 certification is a plus
• Strong technical knowledge of systems, network, and infrastructure technologies
• Hands-on experience with ITSM tools (ServiceNow, BMC, Jira Service Management, etc.)

Core Competencies:

• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Strong planning, prioritization, and time management skills
• Process-oriented mindset with a continuous improvement approach
• Leadership and people management capabilities

Success Metrics (Sample KPIs):

• SLA compliance rate
• Incident resolution times
• Service availability and uptime
• Change success rate
• End-user satisfaction scores