ABS Delivery Manager

4 weeks ago

London, Greater London, United Kingdom AMLIN Full time

ABS Infrastructure Delivery Manager - End User Services

MS Amlin is embarking on a significant technology modernisation. This will result in an improved service and IT capability by the end of 2024 that will provide the foundation for delivery of MS Amlin's aspirational IT objectives and desired target state.

Efficient management of End User Computing services is a key objective of technology modernisation. Better definition, management and servicing of End User devices will improve service quality. This role will be responsible for ensuring MS Amlin have operational control over the delivery of business facing BAU service, develop and maintain technology standards based on industry best practices, manage the technology roadmap and provide oversight over new solutions.

About The Job

What you'll spend your time doing:

  • Operational governance of internal / 3rd party service teams providing technical support services to end users
  • Reviewing trend of support cases to identify any areas of concern, propose and implement with minimum disruption to user operations
  • Identifying and delivering opportunities for continual service improvement across the end user devices services operating model
  • Implementing robust asset and configuration management tools and processes, change management, incident, problem practices and service reporting processes
  • Engaging and building relationships with external 3rd party support partners as needed for service delivery, system maintenance, support and troubleshooting
  • Managing 3rd party relationships to ensure suppliers are meeting and exceeding their SLAs in relation to provision of the service
  • Managing ABS IT service management and client stakeholder relationships in relation to ABS IT meeting and exceeding their SLAs to the business in relation to provision of the service
  • Completing regular internal system audits and controls activities
  • Working collaboratively with other teams across the ABS IT function
  • Developing and managing End User IT Services

What you'll be accountable for:

  • Ownership of technical services
  • Managing solutions that meet operational SLAs
  • Ensuring Quality of Service for technical services

You're going to enjoy this job if you also...

  • Enjoy working with emerging technologies
  • Can see through complex legacy constraints and focus on the future
  • Are a strong problem solver
  • Mentor and coach junior team members

What you'll need:

For this particular role there are some important qualifications and experience we need you to have. These include:

  • Bachelor's degree or equivalent experience / relevant certifications in business management or information systems
  • 8-10 years of professional experience delivering IT service management / end user device computing services
  • A good understanding of the following technologies: Windows Desktop, O365, SCCM, Citrix, VDI, Azure VD, mobile devices, Software Distribution and Patching
  • A good understanding of new and emerging end user technologies.
  • ITIL or other formal Service Management training / certifications
  • Demonstrable troubleshooting and problem solving skills
  • Self-confidence to navigate complex IT operating environments
  • Experience of managing outsourced IT services providers
  • Experience of managing operational change to infrastructure through a route to live release process
  • Ability to build and maintain strong, cohesive working relationships with senior stakeholders
  • Ability to demonstrate flexibility, multi-tasking skills and a 'can do attitude'
  • Excellent communicator at all levels
  • Experience in dealing with conflicting priorities and opinions

What you can expect from 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
  • Employer-supported volunteering (ESV)
  • Flexible working
  • Continuous learning
  • Study support
  • Structured career development

About Ms Amlin

MS Amlin is part of a global top-10 insurance group, MS&AD. We're made up of four distinct businesses covering global reinsurance, Lloyds franchise, local specialty insurer, and business services.

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.

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. They stipulate that you must:

  • Act with integrity
  • Act with due care, skill and diligence
  • Be open and co-operative with the FCA, PRA and other regulators
  • Pay due regard to the interests of customers and treat them fairly
  • Observe proper standards of market conduct

#LI-MSBS

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