Description
Permanent
Location: Edinburgh, UK
Closing date: Monday 13th November 2023
Who we are:
Global Technology Services (GTS) provides IT infrastructure and application support services to the Aegon businesses. GTS is responsible for the provision, support and ongoing maintenance of IT operating platforms, applications, and services. There is also a strong connection with external providers necessitating vendor and service provider management. GTS is responsible for driving the technology strategy and providing IT infrastructure solutions that are in alignment with business objectives and the GTS technology strategy.
The Job:
The IT Services Management Lead will be part of the GTS Partner Management function, responsible for the management of strategic technical and operational partnerships with 3rd party organizations who will supply various operational functions to the whole of AEGON. The role of IT Services Lead will act as the Aegon GTS service owner and manage 3rd party delivery of service desk, desktop and O365 support functions to Aegon.
Responsibilities:
1. Vendor Services Oversight - establish and enforce standardized processes for vendors to integrate into the Aegon landscape, to include Service Desk, End User Compute, Citrix.
2. SLA Management.
3. Relationship Management - - work in close coordination with Procurement, Relationship Management, Risk, Security, and technology transformation teams - Participate in service provider knowledge transfer - monitor quality during transition phase and beyond.
4. Serve as the point of contact for the managed services provider.
5. Work to implement service delivery improvements within the help desk and desktop functions.
6. Collaborate with internal stakeholders and vendor to refine the design and delivery of the service to meet evolving business needs.
7. Conduct service reviews to identify potential performance improvements and reassess service level targets.
8. Support incident management and escalation processes.
9. Provide reports and metrics on service performance.
10. Maintain service catalogue descriptions.
11. Serve as point of contact in an emergency for this area.
12. Work with Partner Management team to monitor service levels and take corrective action when needed.
We’d love to hear from you if you have:
13. Vendor and/or cross functional team management
14. Experience in a Service Delivery/Oversight leadership position
15. In-depth knowledge of vendor management
16. Written/verbal communication and listening skills to interact with internal and external stakeholders
17. Major incident management facilitation and communication
18. Experienced in stakeholder engagement/escalations
It’d also be great – but not essential - if you have:
19. Previous experience working in a highly regulated industry
20. SLA Management
21. Experienced in managing competing priorities
Working Conditions
22. Hybrid/Remote work may be performed in the office or remotely
23. Work outside of normal business hours may be required
24. <15% domestic/international travel may be required
What’s in it for you?
25. A competitive salary from £40,480 – £60,720, depending on the experience you can bring
26. A non-contributory pension between 8%-12%
27. A discretionary bonus, depending on personal and company performance
28. 34 days leave per year (including bank holidays, pro-rated for part-time)
We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our staff live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant, and online GP appointments.
The legal bits
We’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.
Cifas Short Fair Processing Notice (applies to UK based candidates only).
The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by visiting www.cifas.org.uk/fpn