**Primary Details
Time Type: Full time Worker Type: Employee Direct and lead the delivery of global Networks services in line with QBE strategy. The role holder will be expected to develop and lead the global teams to define and implement the strategy and global target operating model for the tower capabilities. Where appropriate the role will manage the performance of key 3rd parties in the provision of network services. The role also exists to ensure the operational delivery of these services (including changes and improvements) to agreed targets, including key aspects such as quality, cost effective and timeliness to drive the overall effectiveness of Global Technology Enterprise Services (TES).
Primary Responsibilities:
- Develop and lead the global Network Services strategy in line with the approach proposed to the Technology Services Leadership Team
- Ensure the Network Services is supplying the projects and services demanded to the required levels, time, cost and quality.
- Operate a robust 3rd party supplier governance framework to ensure effective supplier performance
- Manage and consolidate vendors used to provide services across regions; ensure that Service Level Agreements (SLAs) are met and that Key Performance Indicators (KPIs) are tracked
- Managing appropriate global KPIs and SLAs reporting progress against targets
- Develop and drive change programs, project plans, resource-plans and budgets ensuring inter-dependencies with other change activities are appropriately considered and managed throughout the whole lifecycle
- Plan and drive global alignment and, where appropriate, consolidation of IT services and standardization of technology selection
- Monitor and track IT risks and issues; develop, implement and track mitigation plans
- Track Network Services related problems and outages; collaborate with architects to ensure optimization and issue resolution
- Track security breaches and patches put in place; manage and report on audit findings appropriately
- Liaise with divisional and global service management functions to monitor performance and issues logged
- Formulate, develop, embed, and continuously improve operational controls and processes based on best practice methodologies.
- Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility
- Provide status reporting and communication to ensure that all stakeholders are kept updated of service performance and change progress so informed decisions can be made
- Build positive, open and constructive relationships with key stakeholders, working in partnership to ensure service delivery meets current and future business needs.
- Actively develop and foster a proactive, service-orientated culture within own team, wider IT, and third-party supplier teams
- Drive and foster a culture of continuous improvement, motivation, collaboration, empowerment and entrepreneurialism within the department
- Improve Network Services performance through optimal allocation and management of resource delivering global initiatives; streamline roles and responsibilities and provide cross-region support
- Formulate and implement strategies to improve customer satisfaction.
- Set customer service metrics and track performance against established goals.
- Effectively address and resolve escalated customer issues and complaints.
- Promote a customer-focused culture within the organization
- Provide essential technology leadership in the network services domain.
- Deliver a highly secure network architecture based on the core principles of Zero Trust Architecture.
- Develop and uphold robust network security measures to safeguard sensitive data and ensure regulatory compliance.
- Utilize automation and orchestration tools to enhance network operations and boost efficiency.
- Oversee lifecycle management of all network assets, ensuring hardware, software, and firmware remain compliant and fully supported.
- Ensure all critical and relevant services are monitored, alerted, and configured for auto-remediation where possible.
- Maintain accurate records of all assets in the CMDB, including relevant hardware, software, and firmware information, as well as all upstream and downstream connections and dependencies.
Required Education
- Bachelor's Degree or equivalent combination of education and work experience
Required Experience:
- 10+ years relevant experience
Preferred Competencies/Skills:
- Excellent relationship management skills, capable of establishing and maintaining relationships across the business and influencing design and policy where required
- Confident and credible, capable of offering insightful commentary and advice both to the business, peers and team members
- Excellent communications skills – both verbal and written
- Strong negotiation and influencing skills
- Strong individual networking skills
- Commercial acumen
- Problem solving and decision-making skills
Preferred Experience
- Experience in delivering and managing large IT projects and delivering IT services across geographical boundaries in a global organisation, broad financial services experience with strong understanding of insurance processes and technology
- Proven strong experience of consistent and constructive people leadership within an IT environment
- Expert technical knowledge of the relevant Tower infrastructure and experience of setting and executing global IT infrastructure strategies
- Experience of effectively managing 3rd party resources, displaying commercial awareness and negotiation skills, preferably across multiple geographies
- Experience of co-ordinating a matrixed, geographically dispersed organisation
- Experience of overseeing project delivery across the full lifecycle
- Experience of managing relationships with senior divisional IT Stakeholders
- Experience of setting and managing departmental budgets
Preferred Knowledge
- Extensive understanding of the IT department, its environment / solutions, plans and strategies
- Expert knowledge of Tower infrastructure technologies and best practices
- Knowledge of project management best practice and its application and implications
- Extensive insur