Head of IT Service Management - Veygo

Veygo is one of these new businesses and at the forefront of the Mobility as a Service (MaaS) revolution, providing transport solutions for customers with and without cars. We want to make life easier for those wishing to share cars, use their own temporarily, or for learner drivers looking to practice in a family member’s or friends’ car. In short, we want to help people be able to get behind the wheel of a car, even if they don’t own one.

Our journey started in 2016 and it has been a challenging and exciting few years to disrupt the sector and show that tech allows us to provide great products, and in a way that is in line with the modern-day lifestyle. We are building a dynamic and energizing environment where we will provide all the excitement and freedom of a scale-up but with the support and stability of an established large organisation. We treat our colleagues openly, equally, and fairly and give them a ton of opportunity and freedom to do their best work and make a positive impact. We make mistakes because building from scratch is not easy but we are curious about where we get it wrong and we take this learning forward.

Veygo is a company built and owned by Admiral, operating within the Admiral Pioneer business.

About Admiral Pioneer

Admiral Pioneer is a new business within Admiral Group with the objective of seeding, launching, and scaling new businesses that will become one of the growth engines for Admiral in the future. These new businesses will anchor around meeting customer needs in growth areas.

We are focusing on three significant domains:

• Mobility
• Future of Work
• Live to 101

We will achieve this by experimenting and proving new products, business models, and partnerships.

We aim to build multiple businesses in each domain, all anchored around meeting customer needs in new and better ways. We aren’t an incubator, we are building a dynamic and energizing environment where we will provide all the excitement and freedom of a start-up, with the support and stability of an established.

Overview

Reporting into the Chief Technology Officer, the Head of IT Service Management ensures technology services are designed, planned, implemented, and improved in line with both current and future business needs.  The jobholder engages, coordinates, and supports Veygo’s technology functions to ensure the consistent deployment of processes, tools and technology essential for effective service delivery and development. You will be responsible for the preparation for new or changed services with full oversight of the change process and the maintenance of regulatory, legal, and professional standards as well as managing the performance of existing systems and services. During the design and implementation of new services and throughout the service lifecycle, you will take responsibility for analysing and coordinating relationships with key stakeholders and third-party supplier to ensure the successful deliver of technology services to Veygo. You will also be responsible for the leadership of the service management team and will recruit, lead, motivate, develop, and manage the performance of direct reports, building a high calibre team with the skills and capabilities needed to deliver the required results.

Qualities

You will have extensive Service Management experience, ideally supported by a professional qualification, such as ITIL or ISO 20000, and proven staff management ability. You will possess excellent stakeholder management skills and will be a strong influencer and negotiator, with demonstrable success at managing third-party supplier relationships. You will have a good understanding of the ideas and principles underpinning Service Knowledge Management Systems (SKMS) and will offer a hands-on, service-driven approach. Experience of the full technology service lifecycle is essential along with strong financial management knowledge to monitor and manage technology services expenditure.

Responsibilities

• The preparation for new or changed services, oversight of the change process and the maintenance of regulatory, legal, and professional standards
• Leadership of operational technology services, for example incident and request handling
• The management of bought-in services
• The development of continual improvement plans to ensure that technology services adequately support business needs now and, in the future
• During the design and implementation of new services and throughout the service lifecycle, analyse and coordinate relationships with and between stakeholders, in relation to the technology services they need
• During the design and implementation of new services and throughout the service lifecycle, identify and manage external suppliers to ensure successful delivery of technology services to Veygo
• Provide technology service continuity planning and support, within the context of overall business continuity plans
• Ensure that adequate documentation, information repositories, staff training and other items essential for knowledge gathering, transfer and retention are in place throughout the full lifecycle for all supported systems and services
• Recruit, lead, motivate, develop and manage the performance of direct reports, building a high calibre team with the skills and capabilities needed to deliver the required results

Required Knowledge & Skills

• Excellent at identifying and managing resources needed to plan, develop and deliver technology services
• Strong influencer of senior level customers and technology teams, ensuring that services are managed to agreed levels of availability and performance
• Strong technology service management estimating, planning and objective setting skills
• Knowledge sufficient to plan and manage the implementation of processes, tools and methods for monitoring and managing the performance of systems and services, in respect of their contribution to business performance and benefits to the business
• Practical knowledge of monitoring people, supplier and systems performance, taking corrective action where necessary
• Excellent interpersonal skills to act as a single point of contact for senior business stakeholders in relation to technology services

• Excellent communication skills with non-technical stakeholders to ensure that they understand the available technology services
• Strong analytical and influencing skills to assess demand for services and ensure that the necessary investments are made to deliver required services
• Expert at the management and maintenance of the relationship with suppliers of planned and operational services
• Sufficiently strong knowledge to lead technology service continuity planning and implementation (within the context of overall business continuity planning)
• Good at coordinating the planning, designing, testing and maintenance of procedures and plans to ensure that agreed levels of continuity are maintained
   

Ideal Knowledge & Skills

• ITIL Certified
• Experience of working closely with other companies within the same group
• Experience of Salesforce Financial Services Cloud and Marketing Cloud
• Insurance Industry experience, including Policy Admin and Claims Management systems
• A background in consultancy or outsourcing is desirable
  
   

Professional Experience

The jobholder must have technology service operations experience, including prior management experience in at least one service management area (service design, transition, operation or improvement).  As experience of the full technology service lifecycle is required, it is unlikely that the jobholder will have previously worked for less than 5 years in a technology services function.

***Interviews for this role will start w/c 30th August***

Additional Information

Due to Covid the whole Admiral Veygo team is working remotely. We will provide you with everything you need to work comfortably from home.

We expect you to be working remotely for the foreseeable future, however, after it's safe to return to the office, we have days when the whole team comes together. You can choose how many days you can be in the office as long as we see your face from time to time.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons why we're consistently voted one of the Sunday Times’ Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/

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