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
Ownership and management of a Global off-shore (out-sourced) Service Desk, Service Management Office, and End User Support.
Key accountabilities
- Contributes to functional strategy development and prioritises operational deliverables and activities of team to support delivery of overall business targets
- Manages tactical plan and provides support to others to achieve positive results for the business in line with strategy
- Accountable for the global customer Service Management and Service Delivery working with the Regional Service Desk Leads to delivery best in breed service.
- Participate in both small and large-scale projects for the design, transition and operational activities associated with the delivery of new or existing IT services to the user community.
- Promote the implementation of overall IT department’s vision, mission and goals in consultation with customers and IT leadership.
- 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.
- Work with IT team to deliver and optimize service offerings and implement initiatives to drive consistent service delivery across the IT service portfolio.
- Manage, prepare and deliver highly-effective documentation and other material, in consultation with business and service owners and IT teams, to customers and IT team members in support of the services across the IT service portfolio.
- Where applicable ensure company, market and client related documentation is issued (internally and externally) accurately and on time .
- Comply with external and internal regulatory and statutory policies, procedures and regulations.
Skills & experience
- Strong communications skills; both verbal and written
- An uncompromising level of commitment and focus to quality and service delivery
- High degree of comprehension of the issues presented by customers and the ability to obtain sufficient information, quickly and politely, from non-technical customers, and a variety of other sources, to identify root causes accurately.
- Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results while maintaining a positive service attitude
- Ability to apply discretion resulting in appropriate/desired resolutions
- Basic knowledge of Microsoft Windows 10, Microsoft Office 2010, VPN & Remote Access, Network connectivity, Active Directory administration, Citrix, Cisco IP Telephony, and Smartphones
- Experience of supporting applications in an application packaging or virtual application environment
- A ‘can-do’ attitude with flexibility over what tasks, especially in regard to front-line support, are undertaken to deliver service to our customers
- 5+ years of previous experience in IT service delivery including Management Experience
- Management of external Service Providers – ideally off-shore
- Experience of Global Service Desk
- 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)
- 10+ years’ experience as a computer specialist
Other
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Service Delivery Lead in London employer: Aspen Insurance
Aspen is an exceptional employer that fosters a dynamic and inclusive work environment, where respect, honesty, trust, and professionalism are at the core of our values. As an Actuary in our UK Actuarial Function, you will have the opportunity to engage in meaningful projects, develop your skills, and collaborate with talented colleagues while being rewarded for your achievements. Our commitment to employee growth and a supportive culture makes Aspen a fantastic place to advance your career in the insurance industry.
