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An excellent opportunity has arisen in our IT Service Operations team for a Duty Care Manager as we continue our group transformation.
The Duty Service Manager is one of the key roles in the IT Service Operations team which is the face of IT Service Operations to our business and Executive community and is one of the important entry points into our Group Technology Solutions organisation, supporting Quilter plc. The role provides a single point of accountability for the resolution of major service impacts; correlation of service monitoring and event management; complex change control and oversight; proactive problem management.
The role is challenging, working within a fast paced environment which requires the role holder to excel under pressure in order to create resolutions in line with the demands of the business. The role reports to the IT Service Operation Centre Manager
About us The Quilter Group is a leading provider of advice, investments and wealth management, with a portfolio of £118.7 billion of investments on behalf of over 900,000 customers worldwide (as at October 2019). Our focus is on creating prosperity for the generations of today and tomorrow by providing financial solutions for investors around the globe, and we operate primarily in two main segments - Advice & Wealth Management and Wealth Platforms. You won't just find diverse, talented and friendly teams here. You'll also discover an inclusive culture and every opportunity for personal and professional development.
About the role
Part of Duty Service Management team, working in an IT Service Operation Centre environment on a shift/on call basis to ensure full 24 x 7 coverage
Using Service Monitoring, the Duty Service Manager will identify service impacting issues across Quilter Business Units and drive timely resolution to minimise impact.
Manage all major incidents, including active management of Quilter's supplier partners and management of both IT and Business stakeholders.
Accountable for War Room invocation and management throughout major incident lifecycle. Ownership of supplier partner participation.
Manage escalated lower severity IT incidents to support the Service Delivery Managers and their business units.
Produce accurate and timely service reporting information for management and executive stakeholders
Chair IT Service meetings and calls with supplier partners, where applicable.
Compile and distribute Post Incident Reports within agreed timescale
In conjunction with change management, own the forward schedule of complex change
Provide control and oversight of complex (non project) change execution, and communication with agreed Stakeholders
In conjunction with problem management, ensure root causes are identified and permanent resolution plans are implemented to protect service.
service improvement, through proactive problem management activity
Contribute to the Continual Service Improvement (CSI) of Major Incident process and IT Service Operations service monitoring.
Management of all risks and controls associated with Major Incident Management Process.
Positively influence others by demonstrating the Quilter values.
Proven major incident management experience is essential for this role
Experience of managing in an IT Operation Centre environment, working shift patterns/on call rotas
Awareness across ITIL disciplines, particularly event, incident, change, problem
Managing and influencing business and IT stakeholders at all levels.
Demonstrable understanding and familiarity with concepts surrounding quality of service, service level management and service delivery.
Experience of managing IT outsource and direct suppliers
Willing to undergo background check if successful
Knowledge of ITSM tools, Service Now is desirable
Service monitoring tools and their continual development is desirable
Technical skills may benefit this role, but is not essential
ITIL accredited (Intermediate level as a minimum, V2 Manager or V3 Expert level is highly desirable) or equivalent experience
Benefits No matter what job you do you should feel valued and appreciated. That's why we offer a competitive total reward package, which enables our employees to share in the success they help to create. Core Benefits (Perm) Holiday: 26 days Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions Private Medical Insurance: Single cover as standard, cover can be increased at your own cost Life Assurance: 4x your salary, cover can be increased at your own cost Income Protection: 75% of salary payable after 26 weeks of absence
Core Benefits (Fixed Term Contract) Holiday: 26 days Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits
In addition to our core benefits we offer a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction.
Our promise At Quilter, we're committed to creating an inclusive culture that embraces diversity. We promote equal opportunities and make sure no applicant receives less favourable treatment on the grounds of gender, marital status, nationality, ethnicity, age, sexual orientation, responsibilities for dependants, physical or mental disability. We select candidates for interview based purely on their skills, qualifications, experience and potential.