Official Specifications
Role Overview & Mandate
Executive Summary
UK IT Service Manager (Part-Time, Job-Share and Full-Time) Location: Swindon or Fareham based with...
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UK IT Service Manager
(Part-Time, Job-Share and Full-Time)
Location: Swindon or Fareham based with some travel
The opportunity:
As a UK IT Service Manager, you will be responsible for owning the end-to-end operational service for a business portfolio whilst overseeing production changes to assure and safeguard IT stability, performance, and availability. You will be reviewing, maintaining, and enhancing system performance KPIs, championing continual service and experience improvement items and knowledge-sharing opportunities.
You are key in assisting with responding and resolving production incidents, establishing route causes, and calling out interventions to learn from and prevent going forward. You will be centrally helping to coordinate local and Global changes whilst keeping business functions and key stakeholders updated on changes and status, as well as working across the IT function engaging with new project deliveries to ensure they are built to operate in the production environment, and they meet our set of control principles.
The work is extremely varied and exciting bringing with it the opportunity to improve your knowledge of Zurich and its IT systems, Business Unit needs, and develop your management and leadership skills. If this sounds up your street, then this is for you!
What will you be doing?
- Oversight of the Incident, Major Incident, Change, and Transition management processes for the UK IT estate
- Acts as the main contact to a business unit or area for all operational IT services
- Requires the ability to network as needed with key contacts internally and externally and develop trustworthy and lasting relationships with key individuals
- Manages operational service delivered to a specific business unit or area, and ensures service levels & performance are communicated
- Performs regular service reviews with their business unit or area
- Takes action to address performance issues
- Maintains critical application lists and associated Service Level Agreements
- Manages End-user satisfaction, service improvement programs, escalation & complaint management based on end-user feedback
- Undertakes operational IT service performance reporting covering service performance against SLAs, trends, costs & improvement plans reviewed with the business
- Addresses local Disaster Recovery needs in alignment with global Disaster Recovery governance and the global team
- Supports and advices on risk and compliance processes and issues
- Shares best practices and experience with Service Delivery members and teams, and collaborates with cross-border
- Feed into the Problem Management RCA process and sign off for closure of Problem cases
- A key input to critical business and dashboard reporting including incident volumes, impacts, end-user feedback and continuous improvement items
- Direct and influence continuous service improvement items to deliver a more effective IT service for Zurich’s business and customers. Work and engage with the CSI & Automation functions to leverage skills and capabilities beyond the remit of own team
- Support any IT control, security, and audit obligations (internal and external) as applicable
- Regularly, work closely with Global colleagues to identify gaps, improvements, opportunities, future demands, priorities etc. and then oversee the delivery of these items locally
- Build effective relationships with colleagues locally (business and IT), globally and with our suppliers.
- Provide key input on internal and external service provider (supplier) performance so that improvement areas can be effectively addressed.
- Stay abreast of internal and external key business issues and priorities to ensure that the team can continue to deliver services effectively against these needs and support the business on transformation and growth journeys.
- Knowledge and experience working through Cloud initiatives and can act as the teams "expert" to deal with queries from the Business and customers and help resolve incidents and queries.
What are we looking for?
- People Management skills and experience in managing or working with a large team
- Excellent communication and stakeholder/customer management skills
- Excellent problem-solving skills
- Proven track record of dealing with ambiguity and translating it into tangible, fact-based information for senior stakeholders
- Ability to effectively prioritise depending on the criticality and business need
- Ability to network with key contacts internally and externally, and at local and global levels.
- Effective delegation across a team with wide-ranging skill sets
- Strategic thinking and ability to interpret business to prioritise needs into core services the team should provide to support the business through growth journeys
- IT knowledge and experience with Cloud servicing & support is critical
- Continuous improvement mindset, challenging the status quo and constantly trying to improve internal processes or services provided to the business
- Understanding of the ITIL Framework
What will you get in return?
The salary offered for this role is between (£40,000 - £60,000) depending on experience. As well as this we offer an excellent lifestyle benefits package which includes:
- 12% pension
- 25 days holiday plus an additional 3 volunteering days
- Annual company bonuses
- Contribution to medical cover
- Discounted technology offers
- Virtual GP appointments
- Discounted gym membership,
- Free flu jab
- Discounted gadget insurance
At Zurich, we will consider requests for flexible working on hiring. Many of our employees work flexibly in many ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. Please talk to us at the interview about the flexibility you may need.
Who we are:
With about 55,000 employees serving customers in more than 170 countries we aspire to become the best global insurer as measured by our shareholders, customers, and employees. If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives, and contributions - then Zurich could be just the place for you. The success of our business is built on the contributions of our highly talented employees - people who work every day to position us at the forefront of the insurance industry. We, therefore, look to hire great people and we encourage those people to give their best.
You’ll feel the support of being part of a strong and stable company. A long-standing player in the insurance industry, we make every effort to address the career development needs and plans of our employees to ensure their success in the future.
Further information:
At Zurich, we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers, and we want our employee base to reflect that.
Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.
With the above in mind, we accept applications from everyone regardless of your background, beliefs, or culture however we especially welcome applications from women, people from ethnic minorities, people with a disability and people who are LGBT+ as these groups are currently under-represented in our organisation.
We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity through the Zurich Community Trust.
So make a difference. Be challenged. Be inspired. Be supported, and Love what you do. Work for us. #LI-Hybrid
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