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Reference: ASPUKRS00077

About us

Since Aspen was founded in 2002, we have become a leading, diversified specialty insurance and reinsurance company. We respond thoughtfully and creatively to find the best outcomes for our clients and business partners through carefully-tailored solutions. We believe the way we work is just as important as the work we do, and we are guided by our core values of respect, honesty, trust and professionalism. Aspen is a great place to develop your career offering an exciting and challenging environment where achievement is rewarded.

The role

Reporting to the EMEA / APAC Service Delivery Manager, the role focuses on delivering a best-in-class service quality approach across Aspen IT. Whilst enduring a robust, secure and stable environment. This key role key will ensure our IT operations support team maintain an optimal level of service to the business. Core responsibilities include; • Implement processes and procedures to ensure consistent and reliable service delivery • Overseeing 3rd party performance across: Service Desk, End User and Service Management Operations • Champion and drive service improvement across all aspects of an Aspen’s technology provision

Key accountabilities

• Establishes, strengthens and develops relationships with stakeholders to support their needs, maximise influence, and achieve business objectives. • Manages and monitors service desk service level agreements (SLAs) and performance to ensure these support the business and are in line with expectations. • Ensures incidents are logged accurately and timely and passed to second line support teams in order to enable effective action. • Manages Service Desk ticket quality for the 3rd party vendor managed queues within the Service Delivery function • Collaborates with users and represent them internally, prioritizing and defining approaches to understanding their needs, in order to offer recommendations on the best tools and methods to use. • Takes responsibility for the full range of customer service functions including reviewing customer service satisfaction levels to facilitate continuous improvement. • Ensures market and commercial awareness to investigate how to get the best of underlying services and identify proactive solutions. • Assist with and handle colleague escalations, driving them to resolution when necessary. • Lead the daily engagement with the Offshore Service Desk and UK Deskside functions delivered by our third-party outsourced provider. • Acts as a technical expert to support the identification of issues and opportunities within area of expertise. • Monitors 3rd party vendor ticketing queues (participating in escalated calls as needed) to support effective resolution. • Assists in the development of an effective and workable ITIL (Information Technology Infrastructure Library) framework for managing and improving customer support in the organization. • Resolves technical issues through investigating root cause of problems in systems, processes and services, demonstrating an understanding of the level of an issue and managing the implementation of remedies and preventative measures. • Produces management information and data analytics to enable effective monitoring of service desk performance. • Identifies and evaluates potential improvements to maximise the use of technology. • Act as a referral point to other members of the IT team on specific tasks or in the absence of the Service Delivery Manager.

Skills & experience

• Proven track record of technical service desk management in a similar organisation (e.g. financial services). • Qualifications at degree level or equivalent. • Extensive understanding of ITIL disciplines, preferably ITIL v3 Service Operations. • ITIL v4 Foundation certification would be advantageous. • Demonstrable evidence of building strong customer/ relationships. • Experience of offshore small teams. • Strong interpersonal and communication skills. • Good organisational skills. • Able to work independently. • Proficient in MS Office applications e.g. Excel and other departmental software packages. • Able to manage conflicting priorities to achieve deadlines. • Able to plan effectively and efficiently. • Strong customer orientation skills. • Ability to collaborate effectively within a team environment. • Strong attention to detail with strong analytical and investigative skills.

Other

At Aspen we know that having a diverse and inclusive workforce is good for our people, good for our business and good for the environments in which we operate. We therefore welcome applications from people which allows us to draw on diverse cultures, perspectives, skills and experiences.