About us

The role

• Support in establishing and delivering a "best in class" IT Service Quality and Improvement
• Support in establishing and delivering a "best in class" IT Service Quality and Improvement capability across Aspen IT.
• Equally split between implementing appropriate governance and embedding a culture of always improving across our IT services ecosystem.
• Play a key role in identifying projects and initiatives to deliver tangible end user operational improvements for the Service Improvement Program.
• Manage Aspen’s strategic Service Management Toolset: ServiceNow, including future state release planning, enhancement funneling, demand management and underpinning CMDB governance.
• Advocate an 'IT service quality' mindset across Aspens Globally, acting as a conduit between the user community and Aspen ITs service offering. Our Aspen Values are expected to be reflected in the delivery and performance of every role. capability across Aspen IT.

Key accountabilities

• Identify projects and initiatives to deliver tangible end user operational improvements across the internal and external IT ecosystem: The Service Improvement Program.
• Manage Aspen’s strategic Service Management Toolset: ServiceNow, including future state release planning, enhancement funneling, demand management and underpinning CMDB governance.
• Advocate an 'IT service quality' mindset across Aspens Globally dispersed business units, acting as a conduit between the user community and Aspen ITs service offering.
• Promote the implementation of the service management roadmap, mission, and goals in consultation with customers and IT leadership.
• Implement and manage a continual service improvement framework to enable the capture, prioritization and ongoing review of service improvement initiatives across Aspen IT.
• Responsible for any required Service Operations performance reporting, including identification of trends, process improvement opportunities and any reporting requirements
• Interact with other functions and processes, to create and foster cross functional relationships to ensure a joined-up approach and provide support where necessary
• Manages internal and external stakeholders, building effective relationships, including with third parties as appropriate, translating technical language or issues to non-technical colleagues.
• Continued awareness of the IT landscape and market for solution insights, direction, vendors, and methodologies to enhance service offerings
• Develop and maintain both one-time and regular communications to business and service owners, IT teams, department heads using multiple communications channels, including email, in-person, in support of new and existing services across the IT service portfolio
• Tracks business operational needs, end-user satisfaction, productivity measurements, reviewing insights with appropriate stakeholders, identifying improvements and proposed solutions through to implementation.
• Champions a customer centric approach through enhancing End User satisfaction and developing the dialogue on the perception of IT Service quality across Aspen
• Captures end user requirements and provide input into change/project function where appropriate.
• Manage conflicting business priorities, leverage Aspen IT’s current service provision to propose solutions.
• Accountable for ensuring ITSM processes and technologies are leveraged appropriately

Skills & experience

• Broad understanding and adoption practices of Insurance sector technologies
• ITIL certification preferred
• Managing the Customer Experience
• Strong Managed Service Provider handling experience
• Broad understanding of Insurance sector technologies
• Strong communications skills; both verbal and written
• An uncompromising level of commitment and focus to quality and service delivery
• Ability to of understand business issues presented and work diligently to manage internal resources to deliver a proposed solution
• Translation of technical to non-technical verbiage between appropriate stakeholder groups
• Strong governance capabilities across outsourced services
• Ability to apply discretion resulting in appropriate/desired resolutions
• Specific professional qualifications at the level of degree or equivalent (e.g. computer science, management of information systems or similar).
• Qualified within own personal discipline, with extensive post-qualification work experience to include:
• 10 years of previous experience in IT service delivery including Management Experience in Insurance sector
• 10 years’ experience as a computer specialist
• IT Service Professional – ITIL Qualified and Experienced
• Experience of Managing globally dispersed teams, internal and external
• Successful management of remote (supplier) teams
• Experience of delivering the right services at the right price in a rapidly changing business environment
• Knowledge and experience of the financial services sector especially insurance.

Other

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