Head of Focus Service Operations
Head of Focus Service Operations
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Salary Not Disclosed
1 Vacancy
Job Description
Were 1st Central a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And thats the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!
Were looking for a Head of Focus Service Operations wholl be responsible for creating and delivering the Focus Service strategy and driving a Dev-Ops culture across the Product Engineering team. A key responsibility of this role is to oversee the operational performance and service delivery for the Focus application within the cloud environment.
This role includes managing DevOps practices across various value streams each responsible for resolving incidents and operating their services. While the value streams manage their services the Head of Focus Service Operations will ensure the overall platforms enterprise-wide service providing a seamless experience across the business. Additionally youll lead the Focus service strategy combining customer experience management with operational oversight to ensure exceptional service at every touchpoint.
We value flexible working arrangements so you can choose to work remotely or maybe you live within a commutable distance from one of our offices in Salford Quays Manchester Haywards Heath West Sussex or Guernsey and want to work in the office occasionally.
Core skills were looking for to succeed in the role:
Excellent communication and interpersonal skills
Strategic decision making.
An understanding of Lean / Continuous Improvement tools thinking and methodologies
Excellent communication both verbal and written.
People management and leadership and ability to motivate employees in a high pressurised environment.
Influencing and negotiation.
Good time management and organisation.
Dispute resolution.
Change management.
Excellent problem-solving skills identifying root causes and offering solutions
Excellent stakeholder management skills and the ability to influence key decision makers internally.
Coaching focused on the development of others including recognising skills and potential matching with relevant assignments and providing constructive feedback
Whats involved:
Youll build and implement the Focus Service strategy focussing on adopting new ways of working aligned to cloud technologies and DevOps principles
Youll oversee the day-to-day operations of the software platform ensuring that service levels are maintained and operational disruptions are minimised across the Enterprise Working across the Value streams to manage the timely and effective response to incidents and problems affecting the Focus application ensuring minimal business impact
Youll ensure a holistic approach to service management including incident problem new service onboarding release and change management following best practice
Youll co-ordinate with Value Stream teams ensuring they are aligned with Enterprise wider operational goals while maintaining responsibility for the overall platform performance
Youll ensure the platforms operation performance is regularly reported to key stakeholders providing key insights into application performance service levels and incident trends
Youll be responsible for leading the integration of DevOps practices into the Value Streams to ensure that development operations and support functions work seamlessly together across the platform
Youll work to enable Value Stream teams to take full ownership of their services aligned with the overall standards and service objectives
Service Performance Metrics & Reporting establish and monitor key service performance metrics across the Focus application in conjunction with Product Owners business and in line with SLAs. Provide regular performance reports to key stakeholders and use data driven insights to make informed operational decisions.
Youll support the Resilience team with the co-ordination of Focus major incidents across the platform ensuring fast resolution and minimal disruption to business operations while maintaining clear communication with stakeholders
Youll work with Value Stream teams to ensure that root cause analysis (RCA) is performed on recurring incidents leading to actionable improvements in both development and operational processes.
Youll ensure that all issues impacting the platform are captured resolved and documented and that trends are analysed to implement long-term solutions.
Youll develop a communication and reporting strategy to provide accurate and timely operational reports on the software platforms performance including key performance indicator incident trends and service level adherence
Youll work with Value Streams to develop dashboards and regular reports to offer visibility into platform health performance and areas of improvement
Youll collaborate with business stakeholders to ensure that service delivery aligns with business objectives and work proactively to address emerging business needs or platform challenges
Youll lead a team of professionals dedicated to managing the Focus operations providing guidance & best practice across the federated value streams
Youll drive continuous improvement initiatives focusing on process optimisation and reliability of the Focus platform
Youll lead the Service community of practice driving knowledge sharing across the service professionals improved skills and increased innovation
Youll work closely with the Head of Value Streams business stakeholders IT teams and partners to ensure that the Focus platform meets the operational expectations and business needs
Youll drive collaboration across the Technology teams to ensure issues are resolved and improvements are implemented in alignment with business priorities
Youll define plan and support the 24/7 on-call rota to manage incidents security alerts and escalations as .
Youll define plan and support the Focus application out of hour releases when
Youll comply with the requirements and act in accordance with the Group Code of Conduct and Fitness and Propriety policies at all times
Youll ensure compliance with Company Policies Values and guidelines and other relevant standards/ regulations at all times
Experience & knowledge
Extensive experience in IT service management application development or leaderships roles with a focus on incident & problem management
Experience with incident problem and change management
Strong experience with driving service delivery and platform performance improvements within a complex multi-service environment.
Ideally an insurance or financial Services background although other backgrounds will be considered
Knowledge of FCA requirements (including TCF)
Knowledge of managing cloud-based platforms or SaaS applications
Skills
Excellent communication and interpersonal skills
Strategic decision making.
An understanding of Lean / Continuous Improvement tools thinking and methodologies
Excellent communication both verbal and written.
People management and leadership and ability to motivate employees in a high pressurised environment.
Influencing and negotiation.
Good time management and organisation.
Dispute resolution.
Change management.
Excellent problem-solving skills identifying root causes and offering solutions
Excellent stakeholder management skills and the ability to influence key decision makers internally.
Coaching focused on the development of others including recognising skills and potential matching with relevant assignments and providing constructive feedback
So if youre up for the challenge and would like to join our vibrant and busy team we want to hear from you today.
What can we do for you
People first. Always. Were passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so thats what we offer. Our workplaces are energetic inspirational supportive. To get a taste of the advantages youll enjoy take a look at all our perks in full here.
Intrigued Our Talent team can tell you everything you need to know about what we want and what were offering so feel free to get in touch.
Required Experience:
Director
Employment Type
Full-Time
