IT Operations Manager

About this role

London Contractor

On Site

About us

The Fidelis Partnership is a leading privately-owned, Bermuda-based Managing General Underwriter, which, through its subsidiaries, is a global underwriter of property, bespoke and specialty insurance and reinsurance products. The Fidelis Partnership is one of the largest Managing General Underwriters globally and its operations also include outwards reinsurance, claims handling, exposure management and portfolio analytics. The Fidelis Partnership also sponsors and incubates specialist MGAs through its Pine Walk platform. The Fidelis Partnership is separately owned and managed from the ownership and management of Fidelis Insurance Group.

Across product lines and geographies, we focus on three diversified pillars: reinsurance, specialty and bespoke solutions. We are truly diversified. Our long-standing partnerships with capital providers and quota share partners make us nimble. Our breadth of expertise and capabilities deliver outstanding market returns.

The role

The IT Operations Manager is a key role within The Fidelis Partnership technology team. The person is responsible for the end-to-end design, maintenance and operations of our IT Operational services, IT Service support, IT facilities and AV systems across our group companies.

In this role you will run our service 24x7, ensuring robust, performant, secure, compliant, cost-effective systems and act always to make sure end-user services are maintained to the very highest level in a dynamic and fast-paced environment. Typically, we have tight restoration SLAs for critical services.

You will be a key person involved in IT toolset selection and make sure we have a highly secure, uniformly protected and managed estate operating under multiple compliance regimes including SOX, DORA, Cyber essentials, NIST.

You will liaise with our tech leadership and users across business units to thoroughly understand and fulfil business end-user requirements. As a senior tech member of staff, you will be responsible for the delivery of pragmatic solutions to the highest standards within tight timeframes which must be correct first-time. Strong resilience and rapid problem resolution are essential skills for this role.

The role is based in the London office but will necessitate close working with teams across our locations and travel as necessary for this senior role and team locations,

Key accountabilities

• Responsible for leading our global IT end user computing service team to provide excellent end to end customer service.
• Provide 24-7 support to the business, ensuring all requests are always met without delay in all locations – the goal is 100% service satisfaction, overcoming all obstacles to achieve this.
• You will be aware of and act as a sanity check on any change impacting the CEO IT service provision of whatever nature from any team
• You will lead the identification, prioritisation, & implementation of support tickets to meet business and client services levels and you will drive the team to manage and support stakeholders from issue creation to closure
• You will manage the interface between the Applications, Cyber, & Infrastructure teams and business units to ensure daily operations run smoothly.
• You will be attending the Change Control Board to ensure all changes to production IT services, facilities IT change and AV capabilities change meet release standards & protocols.
• You will develop & maintain excellent relationships with clients & internal and external suppliers and service providers to maintain cost-effective service levels.
• You will maintain a well-designed and robust IT Service Management processes and procedures to support the business application needs
• Oversee day to day management of Incidents, Service Requests, and completion of daily tasks within agreed SLAs.
• Reporting on operational KPIs and SLAs covering all aspects of service provision to Exec / Senior stakeholders.
• Act as an escalation point within the service support team, with a focus on P1 & P2 incidents.
• Provide 1st / 2nd support services across all offices in all locations (London, Bermuda, Dublin, Abu Dhabi) and future office locations as needed, both for Fidelis Partnership and external customers
• Maintain and manage a knowledge base & document stores to capture key learnings.
• Proactively identify risks and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or impact to our customers.
• Recruit, hire, train, mentor, retain members of your team.
• Align closely with the Head of Infrastructure, working to support all aspects of infrastructure design, changes, development, implementation and support
• Align closely with the Head of Applications, working to support all aspects of application design, changes, development, implementation and support
• Work closely with the CISO / Head of Cyber & team around Cyber security aspects.
• Responsible for ensuring ITIL Best Practice metrics are maintained and visible in suitable reporting mechanisms and provide reporting on KPI’s/SLAs and service trends analysis to management and live dashboards (single pane of glass approach) e.g. Service availability (% uptime), Number of P1/P2 incidents, Mean Time to Restore (MTTR), Change success rate, Percentage of recurring incidents, SLA attainment, Customer Satisfaction (CSAT), Cost per service, Service desk first-contact resolution, Automation rate etc.
• Provide regular feedback to the wider IT Leadership and business teams tracking progress against tactical and strategic plans
• Always monitor & maintain an up-to-date inventory of all systems, EOL watch, renewals, upgrade paths, status, versioning, license coverage
• Identifying and implementing improvements to policies and procedures following best practice.
• Vendor management, working closely with our procurement function to ensure we obtain best pricing
• Designing, implementing and running best practice monitoring/alarming/alerting

Skills & experience

• 5-10 years-experience managing IT Systems in a large-scale hybrid (on-prem, Cloud), fast paced environment in a sector with strong compliance and regulatory oversight where failure of IT services is never acceptable.
• Experience managing a service management support service for a financial services or insurance organisation of minimum 1,000 employees.
• Strong Windows OS systems administration knowledge (Windows Server 2012 R2/2016/ 2019, Windows 10)
• Strong experience managing Windows domain environments at an advanced level (Active Directory, Group Policy, Certificate Service etc)
• Strong Azure, O365 and Exchange Online administration skills
• Experience working in a heavily virtualised environment (VMWare v6.5+ ideally)
• Good experience with application packaging and deployment.
• Experience setting up and maintaining desktop image deployment solutions
• Experience setting up and maintaining patch deployment solutions
• Demonstrable experience of working with an identity & access management solution (such as OneLogin, Duo, Okta, ADFS)
• Professionally presented with excellent customer-facing skills, and the ability to build and maintain working relationships with customers at all levels.
• Leadership ability with the desire to constantly improve.
• Strong interpersonal skills and experience mentoring more junior staff members
• Best in class business stakeholder management up to CXO level.

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