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.
We're evolving, to be a more digitally-focused data-driven insurance company of the future - and your unique talent, skills and ideas can create our success. Like us, you excel at collaboration, exploration and innovation. And like you, we take tech seriously. That's why we're embracing the move to a more digital, flexible world. With constant investment in the newest tools, programmes and equipment for our teams, it all adds up to creating the best possible user experience for customers. And a great career for you. Join us. Own the evolution.
The role:
The Senior Service Enablement Manager role sits within Group Core Technology & Operations and is responsible for leading a team of Service Enablement Managers safely land technology change into run-through maintenance and execution of the Service Design and Service Introduction processes.
This is a full-time permanent role. This is a hybrid module role with two working days from our London office.
Who you'll be working with:
Working within our Chief Information Officer (CIO) directorate, the Senior Service Enablement Manager will work in our Service Architecture & Enablement team, reporting to our Head of Service Architecture & Enablement. You will be enabling strategic technology change in collaboration with our business stakeholders, delivery teams, strategic partners, and operational teams. We operate across all areas of Direct Line Group presenting opportunities to work with a diverse range of industry leaders, technologies and award-winning brands.
What you'll be doing:
Our Senior Service Enablement Manager role will be split 50:50 between team management and hands-on Service Enablement. From a people management point of view, you'll be responsible for coaching, mentoring and driving personal and professional development and ultimately creating a high performing and engaged team. From a delivery point of view, you'll be leading on service design and service introduction for certain programmes of work, interfacing with customers and senior stakeholders, and; supporting your team on their own portfolio's.
Below outlines some of the key responsibilities:
Toolkit:
* Own and maintain the service design and service introduction toolkit. A combination of digital assets, processes, data, and training.
* Own and operate the service readiness board (SRB) governance forum.
Design:
* Provide support, advice, and guidance to ensure the design of service models and technology run costs are aligned with our technology strategy, standards, architecture, patterns & roadmaps.
* Design the service model for your programme of work, creating the service architecture & enablement knowledge assets.
* Identify/validate non-functional requirements (including Tiering, SLAs, OLAs, SLIs, SLOs).
Transition:
* Coordinate service transition planning (STP), operational validation testing (OVT) and early life support (ELS).
* Coordinate capture of improvement backlog / roadmap.
* Maintain service architecture & enablement knowledge asset(s) that form part of our technology toolkit.
Introduction:
* Execute the Service Introduction process through mastery of the process, practices and tools from assessment, prioritisation and through early life support/warranty and maintain the service readiness position.
* Liaise with DLG teams and 3rd parties involved to ensure Path to Live activities are completed.
* Work with stakeholders to ensure acceptance criteria are agreed, tracking progress and providing visibility for your programme of work as well as providing visibility of incoming changes from a technology perspective.
What we are looking for:
* SME in service design and service introduction.
* Excellent stakeholder management and communication.
* Excellent team leadership and line management experience.
* Experience in operating governance / control frameworks in a customer-centric and regulated environment.
* Knowledge of Agile & waterfall IT Change methodologies.
* Knowledge of the full IT Lifecycle.
* Hands-on use of the ServiceNow Platform (incl PPM) is preferred.
Closing date: Friday 26th April 2024
Salary: up to £95k
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.
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:
* 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
* Generous holidays, 30 days (excluding bank holidays). Plus, the option of buying or selling up to 5 days each year!
* Up to 20% performance-based annual bonus
* EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
* Generous holidays
* Buy as you earn share scheme
* Employee discounts and cashback
* Plus many more
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 .
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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