DUALforce Service and Support Manager

☞ Howden Group Holdings

View: 101

Update day: 20-05-2024

Location: London

Category: Insurance

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From day one, our mission has been to create an independent business with a unique culture – one that is controlled by the people who work for it. Finding the most talented and entrepreneurial people has always been key to our success.
People come to Howden for lots of different reasons, but they stay for the same one: our culture. That’s what sets us apart, and why we nurture and retain the best talent in the market. Whatever your priorities – work/life balance, career progression, sustainability, volunteering - you’ll find like-minded people driving change at Howden.
DUALforce Support and Service Manager
The DUALforce Support and Service Manager is responsible for coordinating day to day application and service support of the DUALforce platform through managing and leading a technically proficient, customer service focused Support team.
You will lead and manage a team of support analysts responsible for resolving and fulfilling DUALforce systems and application incidents and requests through Service Management tools and processes. You will be pro-active in carrying out system maintenance and continuous improvement strategies, and at times be required to assist in the application and system testing function as requested.
Key Responsibilities / Accountabilities
  • Lead and manage the support team of the DUALforce platform and processes and supporting services, utilising internal and offsite support resources and capabilities.
  • Ensure the quality and delivery of service delivers on time, are in line with agreed service levels and processes, and meets business expectations.
  • Analysing and managing complex support issues, and escalating to senior IT staff when required.
  • Own major issues from initial report to resolution, communicating with IT Senior Management and Customers regularly regarding issue status.
  • Ensure transition of knowledge to enhance the Support team technical abilities and increase first time fix rates.
  • Manage the creation of knowledge articles and relevant processes and procedures required for the Support Team to carry out their role effectively and efficiently.
  • Ensure support resources work on appropriate priorities and coordinate effectively through regular meetings, stand-up planning sessions and conferences with other DUAL analysis, development and support teams as required.
  • Examine complex problems, working with other IT and business resources to determine root-cause analysis, identifying the severity and impact, and proposing resolutions to stop these happening again.
  • Produce daily, weekly and monthly reports and updates on service delivery, utilising powerBi etc for MI purposes
  • Work with the IT Service Manager to prioritise work, manage changes and implement processes to improve the day to day running of IT services.
  • Manage System and application changes and releases, whilst also assessing impact, risks and value of these.
  • Ensure systems and applications are stable and fully functional after any system application change or release has taken place.
  • Liaise with Business users, analysts and system developers, when requested to carry out any systems or application testing.
  • Working with and contributing to the IT leadership team and IT strategy.
  • Liaise with vendors as required to undertake duties in your role.
  • Skills and abilities needed to perform role
  • Team leadership, coordination and prioritisation skills.
  • Strong understanding of ITSM processes.
  • Ability to confidently engage with senior business representatives.
  • Solid understanding of application development lifecycles and methodologies.
  • Self-motivated, autonomous, detail oriented and passionate about delivering high quality systems.
  • Ability to work in Agile and Waterfall change environments.
  • Ability to work on and prioritise multiple work-streams effectively.
Knowledge and Experience
  • Experience in delivering exceptional, customer focused and service driven support for a Salesforce based platform
  • Strong experience in administration, configuration and support of Salesforce solutions
  • Ability to effectively analyse and resolve complex system problems.
  • Ability to successfully coordinate team member’s priorities and tasks.
  • Good general understanding of Insurance platforms and products.
  • Experience of working in a rapidly changing IT environment.
  • Commercial experience in testing web or back office applications is desirable but not required.
  • Compliance & Regulatory Responsibilities
  • To remain compliant with all relevant regulatory requirements at all times.
  • To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering etc.
  • To share ideas, best practice and other information within the team.
  • Ensure that own performance, HR and T&C records are up to date and meet the Company’s requirements.
  • Maintain accurate records and deal with correspondence appropriately.
  • Professional Qualifications
  • ITIL Foundation Certificate Desirable
  • Management and Leadership Qualification Desirable
  • Salesforce Administration
What do we offer in return?
A career that you define.
Yes, we offer all the usual rewards and benefits - including great healthcare provision, a wide variety of wellbeing offers, competitive salary, generous pensions and more - but we know you expect all that.
What you might not expect is a job where everyone has a voice, where volunteering in the community is part of the day job, and where everyone is encouraged to play a part towards our sustainability goals. We want people who want to make a difference - not just in the workplace, but in the industry and in the wider community.
Our culture: People First
Our core values dictate how we live and work. We are a group with independence and people at its heart and we are a home for talent with a unique culture: the biggest small company in the world.
The focus on being a People First business has always been at the very heart of the Group; Our vision was to create an independent business with a unique culture and one that would survive and thrive as a business controlled by the people working for it. And finding the most talented and entrepreneurial people to join the Group has been and will continue to be key.
Diversity & Inclusion
At DUAL we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.
Our Culture: People First
We’ve travelled far since opening our first office in 1994. Back then we were local experts – based in London, with direct access to the world’s biggest insurance market. We’re still locals, and we still deliver the right advice and the right insurance to our clients. But now, we’re local all over the world. With 15,000 global colleagues and a partner network spanning more than 100 territories, we are the largest independent insurance broker in the world. But our values haven’t changed since day one, when we set out to create a company grounded in:
  • An employee-ownership model
  • Aligned external investors
  • The trust and integrity born of friendship
  • Expertise
  • Independence
Our focus on being a people-first business has always been at the very heart of Howden. Our vision was to create an independent business with a unique culture; one that would survive and thrive as a business controlled by the people working for it. Our employee ownership model sets us apart in the market. It’s created a culture of collaboration and innovation, where we’re driven to think bigger and empowered to challenge convention.
Our flat structure and entrepreneurial spirit help us attract the best people and empower them to be the best version of themselves. And when we bring in and nurture great talent, more follows. That makes us better – and that’s better for everyone.
Diversity & Inclusion

At Howden we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.
Permanent
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Deadline: 04-07-2024

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