Service & Engagement Director

Job Description

Service & Engagement Director - Global Insurance - Service Design & Transition - ITIL - ITSMCity, London / Remote - HybridUp to £100,000 per annum + benefits + 20% bonusThe Service and Engagement Director owns end-to-end customer experience for business facing Technology services. She/He will monitor service provided and identify opportunities across the Technology spectrum to drive operational and service excellence. TheService and Engagement Lead will also play a key strategic and operational role as part of the GISO lead team.This role carries significant responsibility, and the successful candidate will be a person of gravitas, with a senior leadership background, able to comfortably and credibly interact with the Company business leadership team and technology leadership team.Main Duties

• To drive proactive engagement between Technology and the BUs, DC and Technology partners.
• Work alongside the Head of Infrastructure and Service Operations to drive operational excellence and outstanding service delivery.
• Act as the voice of the customer and as a point of escalation for the business into the Technology and drive resolution and improvement opportunities where applicable.
• Manages the end to end service provided to the business by Technology by working with the BUs/ Technology Managers and key partners to define and agree KPIs and SLAs.
• Act as a point of escalation for the business into the Technology Team and drive resolution and improvement opportunities where applicable.
• Measure and actively drive opportunities to improve customer satisfaction and build on Technologys reputation.
• Deputise for Head of GISO as necessary.
• In partnership with the Head of GISO, take an overarching view of the GISO function to assure the integration of ITSM processes, in order that seamless service is delivery to technology users.
• Accountable for reporting and reviewing service performance related to Technology Service delivery.
• Engage in strategic and operational discussions with the Business in conjunction with Application Product Leads and Regional Leads and where appropriate to determine future business activities or initiatives that require Technology support/ expertise.
• Own and manage (with Technology team members where appropriate) proactive service improvement plans.
• Act as a conduit to the business on behalf of Technology where required (but does not replace all interaction/relationships).
• Play an active role in the event of an IT issue/outage for Technology services to ensure customer communication is proactive and business impact is assessed and managed appropriately and fed in to the technical resolvers.
• Leadership of a small team
• Responsible for analysis and dissemination of service performance metrics within Technology and the BU where appropriate.
• In line with the Technology strategy, work with key business stakeholders and Application Product Leads and Regional Leads to identify opportunities to improve support models and service
• In conjunction with Application Product Leads and Regional Leads drive proactive engagement with the BUs by conducting monthly Service Review meetings.
• Process ownership for CSI process within Technology.
• Facilitate demand discussions and alongside Application Product Leads and Regional Leads where appropriate.

Qualifications & Expertise

• Expert level experience in customer engagement and establishing/maintaining relationships.
• Matrix management of multiple team teams.
• A continual improvement mindset and high levels of customer focus.
• Experience of working with internal and external partners to drive service excellence.
• A strong focus on outstanding service and prior experience of driving significant improvements in service delivery.
• Ability to drive change and process improvement in a maturing environment
• Able to identify risks and challenges and to mitigate appropriately
• Stakeholder management and business engagement
• Adaptable to change in an evolving environment
• Ability to adopt a hands-on approach as well as lead others

Service & Engagement Director - Global Insurance - Service Design & Transition - ITIL - ITSMCity, London / Remote - Hybrid£100,000 per annum + benefits + 20% bonus