Information Technology Operations Specialist at Bryte Insurance Company Limited

The Role

The IT Operations owns the customer/user experience for IT operational services for Data centre, Networking and End User Computing. The IT Operations Specialist will report to the Head of Technology supporting and aligning to Bryte policies, standards and governance. The IT Operations Specialist manages the IT operational service delivery, regardless of which supplier delivers the service.

Key Tasks & Accountabilities

• IT infrastructure & Application (App)
• Regular service reviews & incident, problem & change management communications are conducted
• Maintenance of a business IT service catalogue
• End-to-end IT service levels agreed
• End-user satisfaction, service improvement programs, escalation & complaint management based on end user feedback
• Disaster Recovery capability meets BU requirements & expectations. Includes planning, testing, communication & restoration of services in a major outage or disaster, & setting-up IT services at DR sites
• Transition Management: Engages with projects to ensure all operational aspects are considered & addressed prior to implementation, including infrastructure readiness & operational integration across Suppliers
• Deliver local infrastructure-specific projects & co-ordinate local deployment of global infrastructure projects & releases
• Comply to standards, processes, internal controls & audit activities
• Review/approve technical SLA reports for local service agreements
• Review Root Cause Analyses & track actions to closure
• Operations / Transition Management: For critical apps, the IT Operations Manager is responsible for ensuring that service management governance is adhered to.
• Critical app service levels achieved
• Technology roadmaps for critical apps
• App availability & capacity management are performed correctly by service providers

Supplier Management

• Management/review of local & global supplier service delivery
• Performance against service levels
• Supplier improvement programmes
• Validate Supplier invoicing against contracts & approved work orders. Address/escalate disputes
• Supplier contract obligations adhered to, including optimisation/evolution of contracts
• Local Suppliers managed to the same governance & standards as all IT Suppliers
• For BPO, Cloud or other 3rd party solutions, ensure compliance against security & service management standards/policies
• Demand Management (IT operational): Strategic & Operational demand planning & forecasting, & fulfilment of operational demand to approved forecasts/plans. Manages operational savings initiatives

Internal Relationship

• Information Security Manager
• Application Delivery Manager
• Architecture Team

External Relationship

• Oversees all IT operational service providers and suppliers to ensure that business and operational IT service levels are delivered to the country/BU and that Bryte IT service management standards are adhered to.

Education and Experience

Education

• Bachelor’s degree in computer science, related field (e.g. engineering) or business management

Experience

• Minimum of 5+ years of experience in IT, with at least 3 years of IT service management.
• ITIL V3 foundation certification is essential, while advanced certification is recommended.
• Proven experience of engaging external/internal service providers (with experience of best-sharing) and insurance industry knowledge are mandatory requirements.

Required

• Operational experience that includes working across a broad section of IT services and specifically supplier management
• Strong background in IT service delivery role (see minimum requirements above)
• Experience in a direct IT-business engagement role
• Strong collaboration and interpersonal skills
• Communicates well with customers who are not technologically savvy
• Has experience dealing with vendors and other people who are supplying the product or service
• Ability to operate at senior management level using highly developed consulting and influencing skills

Desired

• Strong service ethos
• Thorough understanding of IT service management
• Good at managing relationships and networking across the IT function and suppliers
• Experience of working in teams of different cultures in a complex matrix environment