The role will be instrumental in helping to set up the processes for the management and ongoing operations of the platform, guiding the business and the IT teams to ensure mechanisms are in place to effectively support the system and manage the relationships integral to the success of the platform.
The role will manage run and change activities for the countries on the old version of the platform and for those rolling onto the new platform.
Key Accountabilities
Transition of Programme & Project delivery into support & maintenance
Determine and develop the organisation structure including roles and responsibilities for the Broking Technology Service Delivery Team:
Multi-disciplined team including of business facing & technical roles
Escalation point for production support issues globally
Facilitate business prioritization.
Proactively identify and resolve any strategic issues that may impact the team’s ability to deliver.
Work with 2nd and 3rd line risk management functions to ensure all necessary controls are in place for the platform.
Work with business stakeholders to understand and define their requirements for change, determining if it is a project or should be run as business as usual change.
Align with product managers, locally and globally to ensure ongoing product alignment
Resolving operational issues.
Understanding and applying the key elements of the Broking Platform roadmap.
Build strategic engagement and regular governance with Service Providers.
Establish a process and its related Governance to agree the prioritisation of work and the allocation of resources with the vendor to successfully deliver
Knowledge, Skills & Experience
Prior experience to managing business systems in a broking environment.
Proven experience managing multiple vendors in a commercial environment.
Management of contractual obligations to drive performance utilising data, problem solving and analysis of KPI's
Experience bringing vendor management and IT support disciplines into organisations
Experience of coordinating activities and managing relationships between technical IT teams and vendors
Significant capability managing staff in a matrix environment.
Outstanding people skills including experience managing stakeholders at C suite level
Excellent written & verbal communication skills with strong influencing and negotiating ability
Passionate about customer service
Commutable to London and happy to travel internationally when required
