Head of Group IT Service Operations

Head of Group IT Service Operations

As Head of Service Operations, you will lead a team responsible for managing IT Operations, Service Delivery, and Support. You will have a history of leadership and management, experience of strong decision making and service delivery/improvement, exceptional attention to detail and a high standard of written and verbal communication skills.

You will be able to work in a fast-paced environment, with a range of stakeholders, to deliver quality services to tight deadlines and contractual constraints. You will be able to prioritise, be comfortable with autonomy, and to have a 'can do' attitude at all times.

Your focus within the role will be leading, motivating, and coaching IT support and operational teams, defining and managing service levels, and identifying and implementing continuous service improvements.

You will maintain a culture that promotes agile delivery of services and enhancements with an “automation first” approach in a high velocity environment.

This is a hybrid position that can be based from either of our offices in Peterborough, Chesterfield or Tunbridge Wells.

Key Accountabilities and Responsibilities:

• Implement and maintain Service Operations processes incl. incident management, problem management, change management, asset management, request management and the service desk.
• Identify and implement improvements to processes with in service operations.
• Management of 3rd Party Suppliers which support service delivery.
• Foster and maintain a culture of continuous improvement to ensure the services continue to meet business needs.
• Set Service Levels & KPIs producing regular reports measuring performance.
• Manage and mitigate operational risks plus compliance with security/regulatory requirements.
• Develop and maintain strong relationships and drive engagement with IT and business colleagues.
• Identify training and development opportunities and provide mentoring/coaching to enable the personal development of the IT support teams.
• Still be able to be hands on for IT infrastructure / IT support as needed.

Skills, Experience and Knowledge Required:

Must haves -

• Strong commercial and Strong relationship management and communication skills (both verbal and written).
• Excellent organisational and time management skills with the ability to prioritise work effectively.
• The passion, drive, and commitment to succeed in a fast-moving, highly pressured environment.
• Excellent critical thinking and problem-solving skills.
• Good data analysis, planning, and organisational skills.
• Excellent leadership qualities with the ability to provide direction.

Preferred experience –

• Significant experience of successfully managing IT service delivery.
• Significant experience of implementing, managing, and improving Service Management processes.
• Significant experience of leading operational people and teams.
• Experience with statistical analysis and data processing.
• Experience of successfully recruiting and retaining high calibre employees.
• Strong technical background, with the ability to challenge technical resources (internal and external suppliers).
• ITIL\ITSM accreditation or similar qualifications.
• Experience with cloud technologies, such as Office 365 (inc SharePoint) and Azure.
• Experience or knowledge equivalent to dealing with M&A activity under the service operations.

Why us?

Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK. With a strong presence in the UK motor insurance market, we specialise in niche motor cover, where our solid market knowledge and experience enables us to create highly targeted products.

Our success is underpinned by our underwriting strategy to identify and apply special risk factors to the customers’ advantage. That, and our skilled underwriting technicians who are friendly, accessible and empowered to make decisions.

We only transact business through professional UK insurance intermediaries and we take pride in fostering excellent working relationships. Our products feature prominently on Aggregators' sites, such as (url removed), Go Compare and Compare the Market, via our broker partners.

What we offer in return?

• A collaborative and fast paced work environment
• Private medical health care plan
• 28 days annual leave plus Bank Holidays and the ability to buy/sell five days holiday
• A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more
• Life Assurance 4x annual salary
• Hybrid working model - from our Peterborough, Tunbridge Wells or Chesterfield offices

Please apply with your up to date CV.