Technology Services Manager [T500-24403]

ANSR is hiring for one of its clients:

About BRIT:

Brit India GCC is the heart of Brit Insurances innovation engine. Their team of highly skilled professionals specializes in Data Engineering, Platform Engineering, Full-Stack Web Application Development, Data Management, and Testing. Born in 1995 in London (UK), Brit Ltd. is a leading international general insurance and reinsurance group. Boasting one of the largest and most diverse portfolios in Syndicate 2987, we hold an influential and respected presence at Lloyd's of London. Renowned for our innovative approach to commercial insurance and reinsurance, we at Brit are committed to securing an uncertain future with a hallmark of certainty.

A legacy of excellence, driving innovation and personalized service to create exceptional customer experiences.

The Technology Services Manager will be responsible for the Infrastructure, Cyber Security and Support functions of the Brit India Technology & Data Team focusing on operating a scalable, secure and cost-effective infrastructure and application landscape that will enable Brit India to meet its digital and data ambitions.

The role will support the Head of India GCC in all operational aspects of Brit establishing its presence in India, including liaising with third parties and ensuring the team in India are set up for success. The job holder will work closely with the Head of India GCC and Technology Services Director.

The role will provide strategic and operational support and stewardship to ensure a successful transition to Brits new ITO service provider and to establish a resilient Technology Services function post transition.

Technology Services Leadership:

• Line management of the Technology Services teams in Brit India.
• Mentoring, coaching and developing team members
• Support wider leadership responsibilities in Brit India.
• Support service owners in the end-to-end delivery of managed IT services across multiple towers. (Service Desk, Applications, EUC, Cloud, Cyber, Service Management & DBA)
• Drive service performance, stability, security and operational resilience.
• Define and maintain service governance frameworks and performance discipline.
• Embed a continuous improvement mindset across Technology Services, driving service quality, efficiency, and cost optimization.

Transition Leadership:

• Lead development, review, and execution of the Service Providers Transition Plan.
• Partner closely with the Service Provider to shape and refine the plan.
• Develop contingency, risk mitigation, and change management plans.
• Identify and coordinate Brit resources required to support the transition.
• Establish transition governance, reporting structures, and approval processes.
• Oversee initial service migration, ensuring business impacts are minimized.
• Coordinate Brit acceptance testing.

Vendor & Partner Governance:

• Establish governance forums with service partners in India.
• Act as senior escalation points for operational or commercial issues.
• Actively leverage third-party service providers and strategic partners to achieve agreed business and service outcomes.
• Ensure suppliers delivery of service levels to agreed metrics
• Ensure provider understand and delivers ITGC and Sox control evidence of compliance. Assess the evidence and be accountable for the success of controls.

Building and Running a Sustainable Operation:

• Liaising with relevant third parties on all Technology Services operations.
• Continuously looking for opportunities for the company to utilize its supplier relationships to enhance the offering / capabilities across all of Technology Services.
• Supporting with screening and hiring talent across all functions of Brit India.
• Working closely with the Head of India GCC and Technology Services Director in the UK to determine the strategic skills required.
• Strong written and verbal communication skills.
• Excellent stakeholder management and influencing abilities.
• Strong project and programmed leadership capability.
• Experience governing multi tower services.
• Deep understanding of ITIL, service governance and operational controls.
• Experience operating within a matrix management structure.

Skills:

• Strategic Leadership: Able to shape and direct comprehensive managed service model.
• Vendor Governance Excellence: Skilled in driving accountability, performance and continuous service improvement from the strategic service partner.
• Influential Communicator: Confident engaging senior stakeholders and simplifying complex operational or commercial issues.
• Operational Judgement: Strong decision maker with the ability to balance risk, cost and service impact.
• Commercial & Financial Acumen: Strong understanding of budgets, contract levers and commercial negotiations.
• Use of Automation & AI: Leverage automation, analytics and AI enabled tools to improve service performance, operational efficiency and decision making.

Experience:

• Significant experience running an outsourced Application Support service
• Demonstrated success in governing multi tower services (Service Desk, Applications, EUC, Cloud, Cyber, Service Management & DBA).
• Proven track record of enhancing service performance, stability and user experience.
• Experience managing formal service governance frameworks with measurable outcomes.

Knowledge:

• Deep understanding of ITIL practices and service management governance.
• Good knowledge of cloud operations, applications, workplace technology and database support fundamentals.
• Strong grasp of security, compliance, operational resilience and risk management.
• Understanding of commercial contracts, SLAs, KPIs and vendor performance mechanisms.