Head of End User and Voice Services

We are Direct Line Group – home to some of the country's best-known brands including Direct Line, Churchill, Privilege and Greenflag . Our vision is to create a world where insurance is personal, inclusive, and a force for good, and our purpose is to help people carry on with their lives, giving them peace of mind now and in the future.

To help us deliver on this vision and purpose, we’re in a transformation to be a forward-thinking technology and data company. We want to have purpose-led technology, in service of sustainable growth, changing market conditions and exponential progress to meet the expectations of our customers.

There has never been a better time to join the Technology Team at DLG. We are mid-way through an exciting series of Technology Transformation programmes and the successful applicant will have a key role to play in supporting these programmes of change.

What we look for

We are looking for the Head of End User and Voice Services to join our Core Technology team on a 12-month fixed-term contract.

This is a hybrid module role with two working days from our London office.

What you'll be doing

The Head of End User and Voice Services role is critical for our organisation, accountable for the end-to-end lifecycle management of our end user / voice platforms and services that are consumed directly by our 10,000+ colleagues.

End User services scope includes physical desktops / laptops, virtual desktops, collaboration platforms (SharePoint, Teams etc.), Assistive Technology, end-user product fulfilment.

The role scope encompasses strategy, design, engineering development, enhancement, delivery, operations and cost efficiency of our end user services portfolio. Specific responsibilities include:​

• Technology Roadmap development and maintenance to ensure the end user platforms and technology strategy align with business requirements and outcomes, in alignment with our technology architecture standards​

• Service Ownership – front to back, where the service offering is managed through its lifecycle​

• End User Service and Voice Operations – operational management of end-user platforms including third-party management and technical oversight (including Incident response)​

You will ensure that the platform is developed and maintained using sound business and technology management practices and support business transformation by enabling new capabilities. You will own the strategy and support of a complex set of technologies ensuring that they deliver value to the customer, are available to the consumer, reduce technical debt, improve automation and meet our cost, performance and technology objectives.

As a senior leader within Technology, you will form part of the Extended Leadership Team (ETLT) collaborating regularly with technology leadership peers and the Group CIO.

What skills and qualities you need

Leadership & Team Management

• Proven management of diverse teams

• Strong people skills (mentoring, collaboration, and cultural adaptability)

• Experience with vendor management and commercial acumen

• Excellent communication, stakeholder management, and interpersonal skills

Technical Expertise

• Broad experience across core infrastructure, desktop, compute, storage, and cloud technologies (Microsoft Azure)

• Understanding of automation, code control, deployment, and orchestration tools ( Intune and Autopilot)

• Knowledge of enterprise-level compute and network technologies

Delivery & Operational Management

• Expertise in designing and operating physical and virtual desktop environments

• Experience with enterprise-level infrastructure, voice, and communication platforms

Risk & Financial Acumen

• Proven risk and issue management in highly complex, dynamic environments

• Strong understanding of total cost of ownership TCO and financial impact on projects

What we’ll give you in return:

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

• Flexible annual leave – 30 days at this level. You also have the option to buy or sell up to 5 days each year too, to suit you the way you want it to!

• 9% employer contribution into your pension – regardless of whether or not you pay into the pension plan. You can also opt to take this is a cash benefit instead.

• Annual bonus of up to 20% - dependent on personal and company performance

• Free private medical cover for you!

• 50% off home, motor and pet insurance

• Free travel insurance

• Free Green Flag breakdown cover

• Life assurance

• Income protection

• Access to company car and cycle-to-work schemes

• Retail discounts for your everyday shopping needs

Ways of Working

Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you. Read our flexible working approach here.

We recognise and embrace people that work in different ways so if you need any reasonable adjustments within this recruitment process, please reach out to us and we can discuss how we can support you with this.

There’s no-one else like you.

No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be. We’re proud of who we are, of what we do, and what every single one of us brings. Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.

Together we’re one of a kind.

Collectively we help every business within our group aim higher. Standing shoulder to-shoulder to stand out in the market, we want to be an insurance company of the future. And with so many areas to choose from, your ambitions are welcome here. See your opportunity to start a career that’s varied, distinct and exciting. Visit directlinegroupcareers.com

#LI-Hybrid

#LI-GY