IT Service Management Lead

4 weeks ago

Edinburgh, United Kingdom AEGON Full time

Description

Permanent

Location: Edinburgh, UK

Closing date: Monday 13th November 2023

Who we are:

Global Technology Services (GTS) provides IT infrastructure and application support services to the Aegon businesses. GTS is responsible for the provision, support and ongoing maintenance of IT operating platforms, applications, and services. There is also a strong connection with external providers necessitating vendor and service provider management. GTS is responsible for driving the technology strategy and providing IT infrastructure solutions that are in alignment with business objectives and the GTS technology strategy.

The Job:

The IT Services Management Lead will be part of the GTS Partner Management function, responsible for the management of strategic technical and operational partnerships with 3rd party organizations who will supply various operational functions to the whole of AEGON. The role of IT Services Lead will act as the Aegon GTS service owner and manage 3rd party delivery of service desk, desktop and O365 support functions to Aegon.

Responsibilities:

Vendor Services Oversight - establish and enforce standardized processes for vendors to integrate into the Aegon landscape, to include Service Desk, End User Compute, Citrix.

SLA Management.

Relationship Management - - work in close coordination with Procurement, Relationship Management, Risk, Security, and technology transformation teams - Participate in service provider knowledge transfer - monitor quality during transition phase and beyond.

Serve as the point of contact for the managed services provider.

Work to implement service delivery improvements within the help desk and desktop functions.

Collaborate with internal stakeholders and vendor to refine the design and delivery of the service to meet evolving business needs.

Conduct service reviews to identify potential performance improvements and reassess service level targets.

Support incident management and escalation processes.

Provide reports and metrics on service performance.

Maintain service catalogue descriptions.

Serve as point of contact in an emergency for this area.

Work with Partner Management team to monitor service levels and take corrective action when needed.

We’d love to hear from you if you have:

Vendor and/or cross functional team management

Experience in a Service Delivery/Oversight leadership position

In-depth knowledge of vendor management

Written/verbal communication and listening skills to interact with internal and external stakeholders

Major incident management facilitation and communication

Experienced in stakeholder engagement/escalations

It’d also be great – but not essential - if you have:

Previous experience working in a highly regulated industry

SLA Management

Experienced in managing competing priorities

Working Conditions

Hybrid/Remote work may be performed in the office or remotely

Work outside of normal business hours may be required

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