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Service Desk Delivery Manager (12MFTC)

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Req ID:
R-13706
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Category:
Information Technology
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Location:
Bromley

About us

Direct Line Group is one of the UK's largest insurance companies and home to some of the best-known brands including Direct Line, Churchill and Green Flag.

The role

As our Service Desk Delivery Manager you will provide leadership in the optimisation and execution of our outsourced Service Desk (Technology Service Centre), leading both the project and execution of Service Desk transition from one partner to another. This is not a like for like lift and shift however, there needs to be transformation. We need to take the learning from the old and ensure that it is applied to the new. You will lead, govern, and co-ordinate the delivery of Service Desk services by a combination of a 3rd party suppliers, internal DLG functions and tools.

We are looking for a candidate who can throw everything at this role to ensure that the service desk transition has no impact to our ability to serve our colleagues. The Service Desk needs to be a brilliant experience for anyone using it, be it through AI, Teams or phone.

N.B

  • Please note this is a 1 year FTC.
  • This is a hybrid role and you'll need to visit our office in central London c. once or twice per month as the business requires.
  • From time to time non-standard hours of work will be required to meet significant operational workload.

What you'll be doing

  • Working closely with the Project Management team and the wider technology organisation to deliver the new Service Desk.
  • Responsible for the operational management of the 3rd party Service Desk supplier relationships, and the transition from one to another.
  • Ensure the Service Desk operates effective and collaborative relationships between internal Technology Services operational teams and 3rd party suppliers
  • Manage cost and own the Service Desk budget to deliver the Run and Change services and ensure an accurate forecast against known demand.
  • Manage Risk. Responsible for ensuring that risks are identified, managed and reported in-line with the relevant DLG risk framework.

Who you'll be working with

You'll join our Service Operations team reporting into our Service Operations Manager, Charles Bougon and specifically working on our partner migration project. Our Service Ops team is part of the wider Technical Operations department.

What you'll need

  • A keen eye for detail; ability and experience in calling out risks and implementing corrective actions to ensure adherence to contractual agreements
  • Previous experience in a similar senior service related role with experience of migrating from one partner to another
  • As a senior member of the Service Operations leadership team, contribute to the department's overall success and support in other areas of the department where required.
  • You'll be an enthusiastic leader who thrives working in collaboration with your peers!

#LI-HYBRID #LI-GS1

Ways of Working

Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. How much you'll be in the office depends on your role, and we'll consider the flexible working options that work best for you.

Read our flexible working approach here.

Benefits

We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

  • 9% employer contributed pension
  • 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
  • Additional optional Health and Dental insurance
  • Up to 10% bonus
  • EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
  • 25 days holiday
  • Buy as you earn share scheme
  • Employee discounts and cashback
  • Plus many more

Being yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

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  • Information Technology, Bromley, England, United KingdomRemove

Can’t find the job you’re looking for? Register to be notified as soon as new jobs become available. Enter your email address. Choose the job category and/or enter a location that you’re interested in. And then click “Add” to add the criteria and “Sign Up” to create your job alert.