Technology Service Manager

Technology Service Manager

Gallagher Re is seeking a dedicated and proactive Technology Service Manager to deliver exceptional operational and technical application support to internal business functions. This role is pivotal in minimizing the impact of incidents, resolving problems, and preventing their recurrence, while ensuring the seamless delivery of high-quality service management. As a Service Manager, you will play a key role in supporting several Servicing Platform applications, with a primary focus on OpenTWINS. You will develop a deep understanding of the service, including the business processes and operational workflows of the supported business units.

Key Responsibilities

Drive improvements in the stability and performance of services over time. Ensure services consistently meet business needs and deliver on their promises. Maintain a strong focus on customer service, placing internal customers at the centre of all service management activities. Oversee the delivery of application services, regardless of the location of technology components or professional capabilities. Collaborate with cross-functional IT teams responsible for developing, supporting, and testing applications and infrastructure. Manage vendor relationships, particularly for OpenTWINS, ensuring effective service delivery and performance.

How You'll Make an Impact

Leadership & Collaboration (30%): Lead application support teams, collaborate with users to identify service improvements, plan application releases, and ensure scalability and maintenance of environments. Monitor vendor/internal team SLAs and align resources for projects. Support & Incident Management (50%): Act as the primary contact for application service quality, manage escalations, oversee major incident resolution, and collaborate with internal teams and external vendors to resolve issues and shape future service strategies. Documentation & Reporting (20%): Maintain accurate incident/problem records and technical documentation. Deliver monthly service performance reports, including highlights, risks, and improvement plans.

Key Outputs

Enhanced user satisfaction and service quality. Adherence to SLAs/OLAs and compliance with policies. Reduction in incidents through effective problem management. Delivery of actionable service performance reports and improvement plans.

About You

Extensive experience in a hands-on role supporting business application systems, with a solid understanding of their architecture is essential. Knowledge and understanding of the insurance/reinsurance industry would be preferred but is not essential. The priority is fantastic customer service skills with a user-focused approach. Proven experience in delivering services while adhering to SLAs and OLAs. Familiarity with working in an ITIL environment and a clear understanding of the ITIL framework. ITIL Certification would be desired. Willingness to work flexibly, including outside of core business hours when required. Ability to understand technical IT issues and effectively communicate with internal and external technical specialists. Experience in service management or supporting applications, with knowledge of client/server technology. Proficiency in supporting and administering Microsoft SQL Server and Windows Servers and an awareness of cloud-hosted infrastructure and software-as-a-service (SaaS) solutions. Understanding of project management methodologies, including Agile and Waterfall approaches. Experience using ServiceNow.

Compensation and Benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you'll get, depending on your job level these benefits may improve: Minimum of 25 days holiday, plus bank holidays, and the option to 'buy' extra days Defined contribution pension scheme, which Gallagher will also contribute to Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x Income protection, we'll cover up to 50% of your annual income, with options to top up Health cash plan or Private medical insurance Other benefits include: Three fully paid volunteering days per year Employee Stock Purchase plan, offering company shares at a discount Share incentive plan, HMRC approved, tax effective, stock purchase plan Critical illness cover Discounted gym membership, with over 3,000 gyms nationally Season ticket loan Access to a discounted voucher portal to save money on your weekly shop or next big purchase Emergency back-up family care And many more…

We Value Inclusion and Diversity

Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organisation. Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities. We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don't worry, we're here to help, however, we can only do this if you let us know. Should you require reasonable adjustments to your application, please get in touch with TAGlobalSupport@ajg.com . If you'd prefer to speak on the phone, please request a call back, leaving details, so we get in touch. Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/belief, age and those with caring responsibilities. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as "protected characteristics") by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.