Service Knowledge Lead

Service Knowledge Lead

ABOUT MS AMLIN

MS Amlin is part of a global top-10 insurance group MS&AD, with three main legal entities' operating in the Lloyd's, UK, Continental European and Bermudian markets. We have an enviable reputation for our customer knowledge, claims service and the specialist insurance and reinsurance expertise we apply. We provide the type of security leading organisations need to break new ground, innovate and offer life-changing services and amenities to some of the world's most challenging regions. Our record extends back over 300 years and today we have more than 1800 people in more than 20 locations worldwide. This role sits within our Business Services division (MS ABS) which supports our entire organisation through legal, HR, facilities management, marketing, IT, risk management, compliance and finance.

We're going through an exciting period of modernisation and transformation for which we need entrepreneurial thinkers to help execute our strategic vision for growth. We're on a dynamic path and we need you to help shape it.

MS Amlin is committed to taking a flexible approach to working, with a Work Life Better scheme to allow our employees more control over when and where they work, while continuing to meet our client demands. This flexible approach continues into our benefit scheme, with a competitive package and attractive lifestyle fund.

ABOUT MS ABS

In the last 3 years the Amlin Group of Companies has undertaken considerable change including the removal of its PLC structure and federation of central services.

MS Amlin Business Services is now focused on becoming the integral foundation of our leading insurance businesses, providing services across 14 of our Group Companies covering IT, Procurement, Facilities Management, Data and Change Delivery from a combined headcount (permanent and Third Party outsourced) of 650.

Our job is to build the best Business Service capability possible, by ensuring our experts have the tools and support they need to do their jobs to the best of their ability.

ABOUT THE JOB

The Operating Environment and Context of the Job

The Servce Knowledge Management (SKM) processes is crucial to ensuring that employees and customers have access to information they need when they need it. Good SKM processes facilitate accurate decision making, enable collaboration, and enhance communication. This role is key to the success of the MS Amlin Service Delivery function. The role is responsible for the suitability and execution of the Knowledge Management Process to the organisation both now and in the support of the digital strategy and journey. The key aspects of the role are highlighted below:

Purpose

The Servce Knowledge Management (SKM) processes is crucial to ensuring that employees and customers have access to information they need when they need it. Good SKM processes facilitate accurate decision making, enable collaboration, and enhance communication. This role is key to the success of the MS Amlin Service Delivery function. The role is responsible for the suitability and execution of the Knowledge Management Process to the organisation both now and in the support of the digital strategy and journey. The key aspects of the role are highlighted below:

The role holder will be responsible for the suitability and execution of the Knowledge Management Process to the organisation both now and in the support of the digital strategy and journey. This function is a key component of the Amlin Business Services (ABS) Service Delivery function.

The role will act as an the primary interface for the ABS IT function in terms of the delivery of robust and well defined Service Knowledge Management System that is appropriate to the size and scale of the requirements presented.

Key accountabilities -

• The role will define, develop and own the process of Service Knowledge Management.
• Agree and document the scope, control and governance of the Service Knowledge processes
• Developing, maintaining and continually improving Service Knowledge standards, Service Knowledge Management plans, procedures and toolsets to meet business requirements
• Ensuring that changes to the Service Knowledge methods and processes are properly approved and communicated
• Propose, agree and implement interfaces with Change, Incident, Problem, Service Desk, Infrastructure, Security, Enterprise Applications, Testing and Group Architecture and any other teams as appropriate to support effective Service Knowledge Management
• Effective Stakeholder Management to ensure alignment and adherence to the established principles of Service Knowledge Management

Key responsibilities -

• Responsibility for the deployment of the process. Evaluating performance metrics against defined critical success factors and instituting actions to correct shortcomings or further streamline the process as necessary
• Responsibility for the execution of the process controls, ensuring staff comply with process and data standards
• Planning and Managing the population of Knowledge, and the KMDB using the knowledge cycle (Prioritise, Audit, Capture, Curate, Deliver, Optimise)
• Is an ambassador for quality service knowledge management, identifying and communicating best practice with knowledge SMEs
• Liaising with other areas on the identification of Service Knowledge configuration items
• Manage Knowledge articles and maintain the Service Knowledge Management System (KMS)
• Ensuring regular housekeeping of Service Knowledge configuration items and the underlying KMS
• Using the KMS to facilitate impact assessments to assess the use of knowledge to support other process areas.
• Performing audits to check that Knowledge is consistent with current services and operations and initiating any corrective action required
• Working with other Service Management process owners (change, incident, problem, release, request management) to ensure appropriate process and tooling integration with the Knowledge Management System
• Managing the receipt, identification, curation, storage, review, optimisation and removal of all knowledge articles
• Is a lead reviewer and approver of knowledge articles
• Preserving status information on knowledge articles
• The identification, recording, and resolution of issues connected with the process
• Developing the working relationship with relevant resources and teams to ensure the success of the process

Essential experience / skills required

• Previous experience working in an environment where emphasis is placed on the value and benefits of effective Service Knowledge practices
• Strong working knowledge of ITIL with the ITIL v4 Expert qualification being desirable but not essential
• Current Service Knowledge experience (minimum 3 years)
• Previous experience working with both in-house and third party vendors. Third party vendors could be UK or offshore.
• Previous experience of leading a Service Transtion team covering the key practices.
• Excellent communication skills
• The experience to work at ALL management levels

Key Competencies:

• Previous experience working in an IT team implementing, enhancing and administering Service Transtion in a fast paced organisation
• A practical understanding of IT frameworks such as COBIT, NIST and ISO2000-1
• Previous experience working in a Service Delivery function
• Excellent communication skills
• The experience to work at relevant management levels

Why join us?

A competitive salary and benefits package is a given, but you can also expect:

• A great team and supportive colleagues
• An open mind (especially to new ideas and ways of doing things)
• A strong focus on diversity, inclusion and equal opportunities
• A programme of wellbeing and mental health support
• Internal and External training to assist post-holder in formalising his/her 'on-job-training' into industry recognised credentials (where applicable).
• Participation and engagement on industry forums to contribute into thought leadership and raise both the Amlin and post-holder's brand awareness.
• A culture that encourages longevity of career, offering global opportunities.

CONDUCT RULES

With the implementation of the SM&CR (Senior Managers & Certification Regime), the Financial Services and Markets Act gave the FCA new powers to write conduct rules and apply them to all employees within a firm. The Conduct Rules set basic standards of good personal conduct and the role holder will also be expected to perform these to the highest of standards and in accordance with the Conduct Rules as specified by the FCA, as follows:

• You must act with integrity
• You must act with due care, skill and diligence
• You must be open and co-operative with the FCA, PRA and other regulators
• You must pay due regard to the interests of customers and treat them fairly
• You must observe proper standards of market conduct