Job Description

Job Category:

IT

Are you ready to grow your career in our global tech hub?

Zurich Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller’s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs!

As the world begins to travel again, we want to make sure we’re delivering an exceptional service for our customers, and we want you to be part of that journey.

So, what’s the job? 

  • You'll ensure effective, proactive problem management for critical incidents and high‑risk technology issues, driving them through to full resolution. 

  • You'll train and support cross‑functional team members involved in the problem management process. 

  • You'll deliver best‑in‑class adherence to the ITIL framework, specifically in problem and incident management. 

  • You'll identify, manage, and lead escalations through various leadership levels. 

  • You'll provide clear communication to stakeholders on problem status and progress. 

  • You'll contribute to Change Approval Board (CAB) discussions and decisions. 

  • You'll consult with and coach project teams. 

  • You'll support and engage senior leaders through organisational change. 

  • You'll coordinate efforts with other specialists across the business. 

  • You'll manage stakeholders and maintain strong relationships. 

  • You'll track and report issues, success metrics, and change progress. 

  • You'll set a clear vision and direction aligned to strategy. 

    • And what are we looking for? 

  • You'll bring solid experience in developing and continuously improving problem and incident management process execution. 

  • You'll demonstrate resilience and a calm demeanour, which are essential for success in this role. 

  • You'll thrive in a dynamic, hands‑on environment and have the flexibility and availability needed during busy periods. 

  • You'll use advanced verbal and written communication skills to clearly convey complex matters. 

  • You'll hold ITIL certification with hands‑on experience across Event, Incident, Problem, Change, and Configuration Management. 

  • You'll apply strong negotiation abilities and exceptional communication skills to influence and drive outcomes. 

  • You'll bring experience in high‑impact situations, engaging multiple teams and fostering strong collaboration and teamwork. 

  • You'll leverage your ServiceNow experience to support efficient service operations. 

    • So, why choose us? 

    We value optimism, caring, togetherness, reliability and determination. 

    We have more than 2600 employees worldwide: we’re a global group of digital natives, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey. 

    Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

    Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business! 

    Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are. 

    Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, covid leave (to get vaccinated and for when you’re sick), volunteer leave and a comprehensive paid parental leave scheme.

    We also offer some other perks including:

  • Mediclaim insurance cover in case of any health emergency

  • Coverage under group personal accident insurance

  • Flexible and compressed work weeks and hybrid working options.

  • Generous range of paid leave – 21 annual leave days, 6 sick leave days, 12 public holidays

  • An extra day off for you to take on your birthday or your annual work anniversary.

    • Apply today and let’s go great places together! 

    #LI-Hybrid 

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