Job Details

Head of IT Service Delivery

Job Posting: 03/04/2019
Travel: Yes, 50 % of the Time
Requistion ID 18000AA6


Job Description

The opportunity: 

An exciting opportunity has arisen to join the UK IT Service Delivery Team as the Head of IT Service Delivery.  You will own the customer experience for IT Operational Services and be responsible to the Business for the delivery of all IT Infrastructure change and IT Operations Services to Strategy, Cost and Quality Objectives.

You will also own specific workstreams to develop/shape the local Service Management Organisation and ongoing improvements.

Key Responsibilities: 
Service Delivery Management
  • Manages operational service delivered to the business
  • Performs regular service reviews; incident, problem & change management

  • Maintains critical application lists and associated SLAs

  • Tracks end-to-end IT service levels agreed via the CSLO (Customer Service Level Overview), satisfaction, service improvement programs, escalation & complaint management based on end user feedback

  • Undertakes operational performance reporting -> service, trends, costs & improvement plans reviewed with the business

  • Undertakes Disaster Recovery capability activities

  • Ensure transparency is provided to both IT and Business leadership of service quality and cost performance

Operations and Transition Management
  • Engages with projects to ensure all operational aspects are considered & addressed prior to implementation

  • Delivers local infrastructure-specific projects & co-ordinates local deployment of global infrastructure projects & releases

  • Complies to standards, processes, internal controls & audit activities

  • Standardises & improves process maturity, aligning to  internal processes & ITIL standards. Includes the implementation of Service Integration

  • Leads incident response and production change control

  • Review/approve technical SLA reports for local service agreements

  • Review Root Cause Analysis & track actions to closure.

  • Achievement of Critical app service levels, ensuring App availability & capacity management are performed correctly by service providers


Supplier/Demand Management

  • Management/review of local & global supplier service delivery, tracking performance against service levels and manages supplier improvement programmes

  • Validates Supplier invoicing against contracts & approved work orders.

  • Ensures Supplier contract obligations adhered to, including optimisation/evolution of contracts and manages Local Suppliers to the same governance & standards as all IT Suppliers

  • For BPO, Cloud or other 3rd party solutions, ensure compliance against internal standards/policies  

  • Undertakes Strategic & Operational demand planning & forecasting, & fulfilment of operational demand to approved forecasts/plans
  • Manages operational savings initiatives and IT Operations direct costs
  • Financial Management (IT operational): Budgeting, planning, tracking & challenges IT operations charges
Your skills and experience:
  • Bachelors degree (or equivalent) in Information Technology and Intermediate Experience

  • Operational experience that includes working across a broad section of IT services and specifically Supplier Management Required

  • High Level Influencing skills

  • ITIL Foundation
  • Lean Greenbelt
  • ITIL Intermediate Certifications

The Reward:

In return we are offering a competitive salary, depending on experience, plus a generous benefits package including bonus, a defined contribution pension scheme and free annual travel insurance and a brand new range of flexible benefits to suit your lifestyle. We are committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities and will consider flexible working arrangements where possible.

Who we are:

Looking for a career that will excite, challenge and inspire you? Thinking about insurance? Perhaps you should. Working for us is a totally different experience to what you probably expect. How do you feel about the things you truly love? Don’t you want to protect them in the best way possible? Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. This is no easy task. In today’s interconnected world, tackling risk is fast, unpredictable and invigorating. You’ll have to think on your feet as you manage risks big and small, from flooding to cyber crime. You’ll be tackling issues like these in over 170 countries. It’s a big challenge, but you’ll have a truly diverse network helping you. As part of an international team, every day would provide opportunities to learn, grow and share ideas.


As you make an impact across borders, 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 aim to have a diverse mix of employees that reflects our customers and the communities in which we live and work. Our diversity and inclusion initiatives are shaping an environment where everyone feels welcome, regardless of age, gender, race, religion, ability, culture, sexual orientation or mental health status. Our approach ensures that Zurich is a place that values different opinions, respects personal needs, and provides equal opportunities for all. We're also happy to consider flexible working arrangements and welcome applications from everyone.


So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.