Core Applications Manager

Job Title: Core Applications Manager
Location: Hybrid (minimum 3 days on-site per week)
Salary Range: £75,000 + benefits

Overview:
This is a key role within a central enterprise applications function, responsible for the service management and continuous improvement of a suite of business-critical insurance applications spanning policy administration, claims, and document/content management. You will oversee managed service partners and software vendors, improve service outcomes, and act as a senior point of escalation for major incidents and complex problems. The role offers broad exposure across the business and technology landscape, with involvement in ongoing transformation towards a more product-centric operating model.

Key Responsibilities:

• Own the service management of a portfolio of core applications supporting underwriting, claims, and document management processes.
• Oversee performance of external vendors and service providers, ensuring service quality, value for money, and clear accountability.
• Partner with internal business stakeholders and technology leads to ensure effective incident, problem and change management through ITSM processes.
• Manage high-impact incidents (P1/P2), coordinating triage, stakeholder communications, root cause analysis and remediation planning.
• Ensure rigorous governance of ServiceNow ticketing, change approvals, and documentation of resolutions and known errors/defects.
• Maintain and manage application risk items and findings through to closure, including vulnerability and exception management.
• Coordinate defect logging and resolution tracking through tooling such as Azure DevOps (or equivalent).
• Support testing, release planning and production deployments, working closely with delivery teams and managed service partners.
• Apply ITIL-aligned practices across incident, problem, change and service reporting, while remaining conversant with Agile and SDLC frameworks.
• Provide analysis and recommendations to improve stability, resilience, and service performance across the application estate.
• Line manage and develop a hybrid team model, balancing onshore SMEs and offshore delivery capacity.
• Collaborate with internal audit and risk functions, supporting evidence gathering, controls assurance and remediation activity.

What We’re Looking For:

• Demonstrable experience supporting or managing insurance underwriting and/or claims applications within an enterprise environment (specialty or commercial insurance preferred).
• Strong vendor and managed service management capability, including offshore delivery models and measurable service performance management.
• Solid grounding in IT service management (ITIL-aligned), including incident, problem, change and release management.
• Hands-on experience using ITSM and delivery tooling (e.g., ServiceNow and Azure DevOps or equivalent).
• Proven people leadership experience, including managing hybrid onshore/offshore teams.
• Confident communicator with strong stakeholder management skills and the ability to operate effectively during major incidents.
• Working understanding of testing and release management processes and how they integrate into BAU support.
• Strong analytical approach with the ability to diagnose issues, interpret complex scenarios, and drive pragmatic solutions.
• Good awareness of the software development lifecycle and Agile delivery practices.

Desirable but Not Essential:

• MS SQL proficiency; experience with platforms such as Guidewire, Verisk, Sequel, ImageRight, BOX, or Newgen.
• Degree in Computer Science/Information Systems (or equivalent experience).
• Experience with CCM/ECM, integrations/web services and automation.
• 10+ years’ global delivery experience and full SDLC familiarity.

About the Company:
A global specialty insurer with a strong reputation for technical underwriting and a collaborative culture. The business is investing significantly in technology and operating model transformation, modernising its core platforms and strengthening service delivery to support continued growth and innovation.