Hybrid role based in our City Centre offices What we offer
We have embraced a hybrid working model for most of our positions, which means that you can enjoy a balanced approach of working from home for part of the week and working from the office for the remainder of the week.
We offer a comprehensive benefits package including competitive salaries and bonuses, robust Learning and Development support, excellent Defined Contribution pension and comprehensive Wellbeing initiatives and support to name but a few.
The role is within the CTS Customer Experience team, reporting directly to the Service Delivery Manager. The successful candidate will be part of the Service Management Team, which oversees IT services for business customers and drives effective change management across Europe. The primary goal is to ensure seamless IT service delivery and enhance customer satisfaction.
What you will help us to achieveChange Management: Evaluate change and release tickets, ensure meticulous planning and risk assessment, communicate changes affecting business processes, and facilitate post-change business testing of critical systems.Customer Service: Address customer queries, escalations, and complaints, conduct triage, collaborate with the European Technology team for prompt resolution, analyse trends, extract lessons learned, and drive service improvement based on data.Incident Management: Lead major incidents, coordinate with IT teams to restore service within agreed SLAs, and manage business communication during incidents to ensure transparency and timely resolution.Problem Management: Conduct post-incident analysis, identify root causes, and implement actions to minimize the risk of recurrence.Customer Relationship Management: Supervise day-to-day services for a business area, ensure IT teams provide online and support services, conduct monthly reporting and meetings, and take proactive actions to stabilize or enhance the service.What you will need to be successful in the role3+ years of experience in an ITIL environment or a similar framework.Strong track record in customer-facing roles, showcasing effective communication and relationship-building skills.Bachelor's degree in information technology, Computer Science, or a related field.ITIL v4, Prince 2, PMP Qualification is a distinct advantage.ServiceNow experience is desired but not essential.The role requires on-call cover.About usCanada Life Group is the top-level European holding company for the Great-West Lifeco Group's European insurance, reinsurance, and asset management companies, with business operations in the UK, Ireland, Germany, and the Isle of Man.
European Technology sits within Canada Life Group and encompasses the technology community across all European entities, Irish Life Group, Canada Life UK, Canada Life Europe, and Central Technology Services. European Technology supports the business strategy and collaboration of technology across all European divisions.
There are multiple IT units within European Technology, each of which has its own individual set of technology platforms. Central Technology Services (CTS) provides IT infrastructure and security operations services to Europe.
Canada Life Group Services is proud to be an Equal Opportunities employer. We have created an environment of inclusion and growth to help people achieve their potential, to ensure they can bring their whole selves to work and to feel valued. We celebrate diversity of thought and perspective and want all of our employees to feel valued, respected and supported.
If you require any accommodations during the recruitment process please contact ****** and we will be delighted to ensure you are fully supported to be your best.
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