Job summary
Job post source
This job is directly from The Phoenix Group
Job overview
The Information Technology Operations Manager at The Phoenix Group leads IT support operations, ensuring high-quality service delivery and operational efficiency across the firm's support center.
Responsibilities and impact
The role involves overseeing a 24/7 support center, managing service platforms like ServiceNow and Jira, analyzing performance data, maintaining systems and tools, developing knowledge management resources, enforcing governance policies, promoting client-focused service, ensuring security compliance, and participating in on-call support.
Experience and skills
Candidates must have expertise in IT service management systems, cloud-based call distribution, support metrics analysis, and strong customer service skills; a bachelor's degree is required with 8+ years in IT support management and experience in professional services or law firms preferred.
Company overview
The Phoenix Group is a leading provider of insurance services and financial solutions in the United Kingdom. They specialize in managing life insurance and pension funds, generating revenue through premiums, investment income, and asset management fees. Founded in 1782, the company has a rich history marked by strategic acquisitions and mergers, including the notable acquisition of Standard Life Assurance in 2018. The Phoenix Group is known for its commitment to sustainable investing and customer-centric approach, making it a reputable name in the financial services industry.
How to land this job
Position your resume to highlight your operational leadership skills, emphasizing your experience managing 24/7 support centers and vendor relationships, as these are critical to The Phoenix Group's expectations.
Focus on showcasing your proficiency with IT service management tools like ServiceNow and Jira, as well as your ability to oversee the lifecycle of incidents and requests, which is a key responsibility.
Apply through multiple channels, including The Phoenix Group's corporate careers page and LinkedIn, to maximize your chances of being noticed for this role.
Connect with current employees in the IT operations or service management divisions at The Phoenix Group on LinkedIn; ice breakers could include commenting on recent service improvements or asking about their experience with the firm’s support platforms.
Optimize your resume for ATS by incorporating keywords such as 'ServiceNow,' 'Jira,' 'cloud-based ACD systems,' 'ticket routing,' 'support metrics,' and 'dashboard reporting' to ensure your application passes initial screenings.
Use Jennie Johnson's Power Apply feature to automate tailored applications, find multiple application portals, and identify LinkedIn contacts to network with, freeing you to focus on preparing for interviews and upskilling.
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