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Head of Technology Services

The Role:

The Head of Technology Services is responsible for the Infrastructure, Hardware, Databases, Service Delivery and Enterprise collaboration and communication tools. This individual will manage the Chaucer Technology services group and provide guiding principles in line with ITIL standards for any or all of the technologies and projects within the Infrastructure and Database environment including architecture, testing, implementation and operation of current and future IT solutions. Where appropriate, the HoTS will also work collaboratively with THG to leverage
technology, process and support standards.


Main Responsibilities:

• Responsible for the planning, organizing and controlling all aspects of the Technology Services function including service desk, network, telecom, data center, storage, database, Wintel Servers, workstations, collaboration tools, print and infrastructure application servers.
• Manage VC / AV systems
• Responsible for the ongoing design, implementation and testing of Chaucer’s Disaster Recovery capability
• Responsible for driving forward and benefi ts realization of the company’s investment in end user computing strategy
• Responsible for creating robust but functioning security infrastructure for Chaucer
• Participate in Architecture Offi ce review and ensure adherence to relevant architecture principles of all propositions
• Responsible for the ongoing capacity and asset management of the Technology Services function
• Responsible for managing and directing projects with emphasis on process and strategic system design, providing direction and communication to the team
• Apply and implement appropriate new technologies to assigned projects
• Provide written design documents, test plans and test results as required
• Provide regular visibility to stakeholders and executive(s) concerning project progress and issues as required
• Apply technical standards and ensure compliance through infrastructure project methodology on all projects
• Responsible for integration eff orts with other IS functional areas
• Leadership role requires responsibility to act as advocate /ambassador for technology innovation across both Chaucer and the wider THG group
• Participate in the development and maintenance of IT Policy and Procedures and Operational KPIs
• Ensure that Technology Service related processes are documented and maintained in line with the existing change management process
• Active participation in IT governance process through regular attendance at TDA, ISG and other committees as needed
• Support Head of IS Operations and Technology in management of Senior stakeholders at Chaucer and THG
• Manage the following teams
- Service Desk
- Infrastructure
- Database Administration
• Structure team to service key needs for operate/engineer/design hierarchy
• Manage permanent and temporary staff to meet goals and deadlines while maintaining morale.
• Ensure that staff appraisals are unbiased, fair and are used to align staff to the department culture and IS strategy


Our Requirements :

Key Competencies
By competencies, we mean the skills and behaviours which you will need to demonstrate to be successful
• People management – demonstrate leadership skills not through telling people what to do, but through leading by example and the ability to provide positive and constructive feedback; aligning people to department mission, culture and goals
• Project management – use the project management framework in place
• Business focus – be interested in the company’s business and commercial issues
• Problem solving – considering and evaluating all relevant factors (consulting others) and then making a decision based on your conclusions
• Service oriented – we stand for excellence, our solutions are user friendly and add value to the business
• Build relationships – enjoy sharing ideas and discuss issues and value the input of your peers and colleagues
• Technical awareness - keep abreast with the latest developments in the IT industry and ensure that R&D is carried out in his/hers team. He/She must be able to
combine technologies in a way that guarantees longevity and ease of maintenance (upgrades, decommissioning, etc.) to our infrastructure
• Crisis management – possess the skills and techniques required to identify, assess, understand, and cope with challenging situation
• Make an impact – be able to represent the his/hers department and adapt his/hers style to meet the needs of different audiences

Relevant experience

• At least 10 years in I.T. in Hardware, service delivery or infrastructure, over at least 2 different companies, providing support to over 200 staff
• Experience in dealing with multiple suppliers
• Large scale program/project management experience and delivery of projects within tight timeline parameters with emerging technologies Cloud, Voice/Video oIP, Virtualization etc.
• Experienced with all aspects of IT Technology services, Infrastructure & Data Center operations, including Service Desk, Licensing, Desktop, Client support, LAN/WAN, Telecom, UNIX, Wintel, SAN & Storage technologies.
• Capable of building a high performance teams
• Experienced with Disaster Recovery designs and Business Continuity
• Experienced at vendor, outsource service provider management and contract negotiations
• Strong experience in maintaining enterprise level license agreements and managing Service Level Agreements with outsourcing partners
• Experience in business and strategic leadership
• Experience in ITIL/COBIT 4.1, SOX/J-SOX and Solvency II Audit compliance a plus
• Prior P&C Insurance experience a plus

Technical skills
The list below is not comprehensive and does not mean that the Technology Services ead has experience of developing solutions using these technologies. He/She must e able to understand them so that Service Desk Personnel, engineers and technical analysts can be challenged at the right level.

Advanced Level: Windows, Windows Desktop, SAN, Local and Wide Area Networking, CP related Technologies
Intermediate Level: Priciples of Project Management/ITIL, SQL, MS Project

Advanced level: Exchange, MS Offi ce, Telco inc. Cisco Volp
Intermediate level: CISCO network, CITRIX

Education and qualifications
Essential: Degree

Personal skills
• Very good interpersonal skills
• Excellent organisational and multi-tasking skills
• Excellent communication skills with the ability to liaise at all levels
• Adapt to a pressured environment
• Well-presented, business-like and with a professional outlook
• Flexible at all times
• Work as part of a team

To apply for this role, please send your CV using the APPLY button below.