RSA and 123.ie

Founded in 1710, we are a 300-year-old organisation that is empowering people to put the right things in place to prepare them for their future so that they can live a more fulfilled life free from worry and anxiety.

Built on resilience, expertise and human empathy, we provide insurance that makes people’s lives easier. We learn from our experiences and build on our strengths every day to deliver the best products and services in the market.

With a global footprint, we have leading positions in Scandinavia, Canada, the UK, Ireland and Middle East. In Ireland, we have offices in Belfast, Galway and Dublin, where we empower our people work flexibly to suit their needs and those of our customers.  We know that if we plan for tomorrow, we can truly make a positive impact on people’s lives today. 

Looking to the future

In order to be there for our customers during their greatest challenges we are looking for like-minded individuals who will embrace our strategy:

Our Vision — our ambition:
Prepared to make the difference

Our Mission — how we will live our vision:
Harnessing human expertise with agile technology

Our Purpose — why we go to work every day:
To empower people

Our Values — our DNA:
Love simplicity, Better every day, Do the right thing, Boundless ambition
We’re looking for people that are open, engaged, curious and striving to make a real difference – not only in their own lives – but in the lives of those around them.

Culture and Community

Culture and community is a key priority within our organisation. 
We strive to create a diverse and vibrant workforce where everyone feels valued and everyone’s voice is heard. 

In RSA career progression is nurtured and performance is recognised. We help people move forward in life that’s why we put steps in place to encourage our colleagues to learn, adapt and grow.

We cultivate an open and transparent culture where people can be their true selves. RSA support a stimulated workforce where individuals feel more fulfilled in their role and more comfortable in who they are as a person. Most importantly, we care about our environment and the communities around us.

We support programmes and events that give back and enhance the lives of the vulnerable and those in need. We have a dedicated Corporate Responsibility programme that facilitates new ways of thinking to help reduce our carbon footprint, protect our planet for future generations and give back to our communities. 

 

Cloud Service Delivery Manager

Be a part of a dynamic IT Operational team in 123.ie where your innovation and creativity can be foster.  Get to work in one of the largest direct players in the insurance market serving over 300k customers.  

This is a signification role to 123.ie offering a great opportunity to work across business functions and provide them with excellent customer & technical services within the ITIL framework and Agile methodology.  123.ie is a fully clouded hosted environment using .Net development. 

In the day to day service operations, you will lead by example, tracking key metrics and providing a high level of service.  As part of the ITS Service Delivery team you will support the handling of Incident and problem management, looking at trends to support continuous service improvement with our outsourced partners.  

Key Responsibilities:

• Management of service operation (i.e. request, Incident, Change and Problem and Event and access management) and/or continual service improvement including service level management and service measurement and reporting.
• Working with IT Service process manager colleagues and IT solution suppliers, to ensure allocated processes effectively contribute to the achievement of agreed service levels.
• Escalating issues and potential risks to the relevant IT Service Manager so they can be addressed to minimise impact on the business.
• Contributing to the application of service management best practice to embed IT service excellence across the IT organisation.
• Building relationships with teams; developing an awareness of IT services; communicating with the teams in an organized and knowledgeable manner; delivering clear requests for information; demonstrating flexibility in prioritizing and completing tasks; and communicating and managing potential conflicts
• Managing a Service Operation & Process Improvement team to ensure that resources (people, technological, etc.) and processes are appropriate to the required standards of operation, cost-efficiency, best practice and performance.  
• Motivating and developing a IT Helpdesk team to ensure delivery of the required standards of excellence in service and performance and support the continuing personal and professional development of all team members.   
• Contributing to Service Transition – engaging in transitioning new or changed services into the Production Environment while assisting with controlling the risks of failure and disruption.
• Management and Governance of Outsource Providers to ensure adherence to contracted SLAs and delivery of service to an expected standard using agreed processes
• Contribute to contract discussions and negotiations with exist and potential new vendors

 

Requirements:

• TIL V3 Certification
• Prince2 foundation level
• Knowledge of Azure environments
• Knowledge of Devops
• Previous infrastructure technical knowledge an advantage
• IT enabled and/or supported products and services have a positive impact on external customer satisfaction levels.
• Delivering the levels of IT service needed to create competitive advantage.
• Ensuring the effectiveness of IT services whilst managing associated costs and risks.
• Actively demonstrating the business benefits and value of IT.

 

RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status