Service Lead - Pet

An exciting opportunity has arisen for a skilled and enthusiastic IT Service Manager to join Admiral’s Pet Insurance Tribe. This individual will be part of a Team who are key in shaping the future of Admiral’s Pet Insurance business.

Responsibilities include planning and implementation of IT Service Management processes, software, and tools to optimize IT service delivery. Conduct IT service quality assurance reviews with vendor(s), monitor and analyse performance issues. Support IT governance and audit requirements. In addition to these day-to-day tasks, will be responsible for identifying training and educating needs related to supporting our pet insurance policy and claims platforms.

You will have a strong track record in production support of cloud-based systems and have strong vendor management capability. You will be familiar with Service Now (or equivalent), Jira (or equivalent) and have experience working with policy administration systems such as FintechOS.

Accountabilities

• Own service improvement plans for systems supporting the Pet Insurance business area, ensuring that there is ownership across the relevant areas within IT or immediate team.
• Performance and Capacity Management; ensure that services meet expected performance levels and addresses current and future demands. Identify any changes that could affect capacity.
• Supplier Management: foster strong vendor relationships, create opportunities for collaboration and identifying ways to make improvements.
• Change Management: ensure that risk assessments are conducted, that proper CAB authorisations are in place for implementing change and that changes are managed efficiently.
• Service Monitoring; systematically observe services and components for change and ensure appropriate alerting for failure modes.
• Incident Management mitigate the negative impact of disruptive incidents and identify ways of restoring normal service operation as quickly as possible. Play an active role in PIR’s and own actions to prevent incidents in the future.
• Respond to production incidents as part of an escalation process. Assist in troubleshooting and resolve technical issues.
• Service design: Identify and resolve gaps in service design.

Key interactions

• Role reports to Head of IT.
• All 3rd parties involved with our Pet Insurance offering.
• Multiple areas of IT.
• Stakeholders to get feedback and provide updates on service issues.

Knowledge and Experience required:

• 5 years+ of service management experience.
• Demonstrate leading high profile and complex incidents, dealing with multiple stakeholders both IT and business.
• Demonstrate ability to materially improve the performance of a service and outcomes it drives within the business.
• Strong problem-solving skills: The Service Manager should be able to troubleshoot and resolve technical issues.
• Strong communication skills: Able to effectively communicate at the right level to different audiences – IT and business.
• Strong understanding of insurance operations, customer service and business process management.

Interview Process

This will be a 1-stage process which will consist of a 60-minute competency-based interview (with a potential second interview if required).

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 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.

All colleagues will receive 33 days holiday (including bank holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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