Head of Digital Workplace

6 months ago

Hove, United Kingdom Legal & General Full time

Your role at a glance
As the Head of Digital Workforce you will be responsible for delivering an excellent digital workplace service and experience to our employees in the UK and increasingly across the globe. You will ensures that employees have the correct tools and equipment they need to do their roles with minimum friction, balanced with the cost and operational efficiencies of high quality self-service capabilities.

You'll be accountable for the provision and performance of managed and in-house support services including Service Desk, Tech Bars and physical hardware management relating to the desktop experience. Another responsibility is for digital services and products that engage and drive self-serve, productivity and enablement.

As the head, you will be required to work with stakeholders across our divisions and Group functions such as HR to ensure that we continue to understand and meet employees’ needs, tying together disparate interactions into smooth and joined-up user journeys. You will manage relationships with key partners such as managed service providers (MSPs) and other third party suppliers. In this role, you will work closely with Group Technology’s Service Management and Business Partnering colleagues to build and nurture excellent stakeholder relationships and ways of working.

You will be expected to leverage both insight and a product operating model to keep the employee at the heart of everything we do both now and in the future.

What you'll be doing
**Key responsibilities will include**:

- Develop and deliver plans that align with both L&G’s overarching employee experience strategy and Group Technology’s strategy, with a focus on digital employee experience. Delight our people by placing powerful self-service tooling capability and frictionless desktop experiences in their hands, minimising the need to seek Service Desk support.
- Oversee the management of the Service Desk and be accountable for its performance and associated metrics, along with the evolution of our support channels. Continual service improvement and regular service reviews are core to this role. This role is also accountable for software management and the effective and timely delivery of desktop and mobile solutions through our MSP, as well as wider tooling provision including the Microsoft portfolio.
- Work closely with the Head of Digital Experience and wider colleagues to establish a user-centric approach to our Digital Workplace, utilising techniques such as design thinking, service design and agile ways of working to drive an ethos of continuous optimisation.
- Ensure that all services and solutions being delivered meet colleagues’ expectations, through regular engagement and appropriate measures that drive proactive analysis and improvement. Create a culture and delivery framework that embeds digital and agile mindsets throughout the end to end product lifecycle. Keep abreast of digital workplace innovations and identify how we might leverage emerging technologies such as Artificial Intelligence in our service and tooling offerings.
- Closely manage budgets and service levels against contractual obligations to ensure that L&G receives optimum value for money from its partners and managed services.
- Continually build effective, positive working relationships with both our partners and the wider business communities to enable the delivery of a frictionless, intuitive colleague service.
- Inspire and lead a team aligned to our culture, leveraging a coaching and servant leadership approach. Manage day-to-day team performance and workload, actively contributing also to Group Technology’s leadership community.
- Ensure that the principles of risk, security and compliance are embedded into our day to day operations to deliver good colleague outcomes at all times. Ensure that all business processes and internal controls within the role are designed and performed in a way that deliver good customer outcomes, Treats Customers Fairly and demonstrates effective management of risk.

What we're looking for
**What we require**:

- Have a track record of continually delivering great customer outcomes at a senior level, and can demonstrable experience of leading work within Customer Contact Centres, particularly service process design.
- You will need to have experience of IT Service Management in an outsourced/blended environment, managing outsourced supplier relationships while working with Agile methodologies.
- We require you to have experience of development, deployment and management of business-critical processes IT infrastructure, including in-depth understanding of associated technologies and architectures. Having worked with Microsoft platforms and integrations is also a must.
- The will need to have the ability to think and work strategically with an understanding of how design thinking is applied to business challenges
- Be analytical minded and adept with data. As well as having first class or

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