Jon Beckett

Head of Service (Uk) @PIB Group

PIB Group is one of the fastest-growing insurance brokers in the UK and Europe, offering a range of insurance solutions to businesses and individuals.Key improvements delivered include: • Turning around a failing service desk, boosting customer satisfaction and SLA performance through clear KPIs, process controls, and stronger governance. • Rolling out ServiceNow across PIB and Barbon Groups, creating a scalable, consistent service management platform. • Maturing ITSM practices, with a defined vision, cost model, maturity roadmap, and operating model for ServiceNow and wider service delivery.These changes have helped create a more stable, transparent, and professionally managed service environment across the Group.Ongoing responsibilities: • Leading IT Service teams to deliver strong operational outcomes. • Overseeing ITSM processes such as Request, Incident, Problem, Change, Licensing, Software Management, and Development & Release. • Managing Starters, Movers, Leavers processes for smooth onboarding and transitions. • Strengthening Business Relationship Management and alignment between IT and business units. • Managing SLAs, monitoring performance, and driving continuous service improvement. • Overseeing service frameworks, policies, audits, and compliance. • Managing IT Service budgets and financial forecasting.