IT Service Manager

Background

Digital innovation is reshaping the insurance industry - We’re making it happen. Charles Taylor InsureTech was established to help insurance businesses drive change through the delivery of technology enabled solutions. We don’t have a one-size-fits-all approach or prescriptive methodology. We work consultatively with our clients to revitalise their operations, reinvent established processes and implement future-ready solutions that deliver measurable benefit and improve data-driven decision making.

Charles Taylor is a global provider of professional services and technology solutions dedicated to enabling the global insurance market to do its business fundamentally better. Dating back to 1884, Charles Taylor now is currently in more than 120 locations spread across 30 countries in Europe, the Americas, Asia Pacific, the Middle East and Africa.

Charles Taylor believes that it holds a distinctive position in its markets in that it is able to provide professional services and technology solutions in order to support every stage of the insurance lifecycle and every aspect of the insurance operating model. Charles Taylor serves a diversified blue-chip international customer base that includes national and international insurance companies, mutuals, captives, MGAs, Lloyd’s syndicates and reinsurers, along with brokers, distributors and corporate insureds.

Charles Taylor has three distinct business areas – Claims Services, InsureTech and Insurance Management.

Charles Taylor was recently acquired by an investment company managed and controlled by Lovell Minnick Partners LLC. Lovell Minnick is a US Private Equity firm that invests in the global financial services industry, including related technology and business services companies, with a focus on helping to build long term value for clients, employees and shareholders. The acquisition will support the continuation of Charles Taylor’s successful growth strategy, with a focus on expanding client relationships, broadening specialist capabilities and the range of services and technology solutions, deepening geographic coverage, and reinvesting in quality of service and technology.

For more information, please visit www.charlestaylor.com

The Role

As a Group IT Service Manager, you will be responsible for handling and managing customer escalations representing Global Technology Office (GTO) , whilst managing day to day BAU issues and requests. You will lead the operation, with particular focus on reporting and management information, as well as handling escalations and critical communications with the customer during service impacting issues. You will also curate and catalyse service improvement activities, both visible and invisible to the customer. Ultimately you will ensure the attainment of performance targets, high customer satisfaction and growth. Alongside the above responsibilities to continue managing the EMEA Desktop Support team ensuring the team meets agreed Service Levels and are provided with guidance, technical advice, and mentoring where appropriate. To deputise in the absence of the Head of Group IT Service Delivery, working alongside the other Service Delivery Manager(s) as a point of contact and escalate internally where necessary. To work closely with the Service Desk (remote) & local & regional Service Delivery teams consistently provide an expert, efficient, and highly customer-focused IT support service to the Charles Taylor Group user community within agreed service levels, managing reported incidents and requests throughout the incident lifecycle.

Key Responsibilities

• Liaising with Head of Group IT Service Delivery, other Service Delivery Manager(s) and Major Incident managers and manage customer expectations during periods of service interruption.
• Ensures that systems are in place to drive the production of management data and that data is being usefully gathered
• Act and represent Group IT Service Delivery as a Major Incident Manager on a rotational basis liaising with the Head of Group Service Delivery, Service Delivery Manager(s) and Technical contact(s) ensuring the Major Incident is managed end to end and resolved in a timely manner according to our SLAs.
• Tracks performance of EMEA Desktop Support team & key management data and works with the Head of Group Service Delivery & Service Delivery Manager(s) to drive service improvements
• Ensures SLA’s are achieved both for the team and the assigned client and expectations are met (or exceeded).
• Builds a strong, valuable and genuine relationship with all the relevant business units under their remit.
• Defines, builds and provides reports to an agreed schedule, including Team management and assigned Client Service performance reports
• Schedules business service review meetings, with the assigned client(s) under their remit, focusing on performance, service improvements, quality and processes
• Develops and facilitates assigned client(s) update sessions
• Be able to maintain an “Overall Picture” of what the systems under management do for the client and how they interact to deliver that service
• Contributes to Risk and Compliance registers
• Interfacing with Head of Group IT Delivery and Service Delivery Manager(s) and Infrastructure & Application Support delivery through engagement with engineers of all disciplines, and managers of Technical teams, supported by ITIL processes
• In conjunction with the customer stimulates & defines requirements for new service and raises with Head of Group IT Service Delivery for implementation
• Works with Head of Group IT Service Delivery and Technical teams to ensure Service Levels are met, and best practice is developed to improve service levels
• Contributes to the continual improvement of Service Delivery standards & practices for the customer contract & community working closely with the Head of Group IT Service Delivery and keeping them regularly informed
• Demonstrate and role model the Charles Taylor six Values by ensuring a Supportive Environment, upholding Excellence in People, focusing on Partnership with Clients, delivering High quality Work, promoting Group-wide Entrepreneurship and having an Appetite for Change.
• Demonstrates a breadth & depth in knowledge of Service Delivery Management Standards & practices
• ServiceNow experience for setting up and delivering service reporting
• Deep understanding of ITIL service management lifecycle
• Experience of managing supplier relationships
• Strong stakeholder management skills
• A proven Customer Relationship Management experience
• A logical thinker with strong analytical skills, excellent written, verbal and presentation skills
• Takes ownership of problems and proactively resolve them
• ITIL Certification

Required Skills

• Demonstrates a breadth & depth in knowledge of Service Delivery Management Standards & practices
• ServiceNow experience for setting up and delivering service reporting
• Deep understanding of ITIL service management lifecycle
• Experience of managing supplier relationships
• Strong stakeholder management skills
• A proven Customer Relationship Management experience
• A logical thinker with strong analytical skills, excellent written, verbal and presentation skills
• Takes ownership of problems and proactively resolve them
• ITIL Certification

Why join Charles Taylor InsureTech?

The Charles Taylor InsureTech team blends hands-on insurance expertise with fresh thinking from the worlds of technology consulting, financial services, ecommerce and beyond.

As a newly established business which is part of Charles Taylor, we combine the agility of a start up with the security and scale of a corporate. The result is a pragmatic-yet-pioneering approach that we’ve used to help clients reimagine central market systems, launch self-service digital insurance products, automate regulatory reporting requirements and more.

We are very proud of the fact that nine out of ten of our people recommend Charles Taylor as a place to work. We pride ourselves on having a positive work environment where our people are empowered to make the best decisions and where learning is valued highly and shared across our business.

We are very committed to ensuring our people are given continuous learning and development. As well as structured induction programmes and job training, we provide study support for relevant professional qualifications and have a Core Learning & Development Curriculum.

Charles Taylor is a fun and inclusive place to work where people are truly valued and encouraged to enjoy a host of social and sporting activities available. Quiz nights, tennis tournaments, football matches and a range of other events take place throughout the year.

Equal Opportunity Employer

Here at Charles Taylor we are proud to be an Inclusive Employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex or sexual orientation.

Our external partnerships and the dedicated work we do in promoting a transparent and fair recruitment and selection process all contribute to the successful, inclusive and diverse culture and environment which we are proud to be a part of at Charles Taylor.

Contact information

Ankur Chowdhury