IT Operations EMEA Leader
London, United Kingdom
002423
Working at Lockton
At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.
Job type
Experienced Professional
Your Responsibilities
Lockton IT is transforming its operating model to provide Level 2 engineering support for all operating properties across the globe. The new model provides continuous support by dividing the globe into three zones. Lockton is currently seeking to fill the role of Operations Leader supporting EMEA (UK, Europe, Middle East, and South Africa).
The Operations Leader reports to the SVP of Global Operations and is a key member of the global IT Operations leadership team. This role will have two peers who will provide similar support in other zones across the globe: Zone 1 - Australia, New Zealand, Hong Kong, China, Thailand, and Singapore; Zone 2 - UK, Europe, Middle East, and South Africa; Zone 3 - the Americas (North, Central, South, and the Caribbean). The Operations Zone Leader is responsible for ensuring operational excellence across the globe and must continue to adjust and support scalable operations to meet aggressive company growth. This role works closely with our global vendor partner, who runs and maintains the majority of Lockton’s global infrastructure estate and services, as well as each country’s local IT leaders and other regional operations leaders to ensure seamless operations across all time zones, 24 hours a day x 7 days a week x 365 days a year.
Operational Responsibilities
- Manage a global outsourced vendor delivering Level 2 support and operations services across the globe (Level 1 handled in-country, Level 2 handled by global operations vendor, Level 3 handled by the vendor and/or Global Architecture team). Includes advocating for all of Lockton’s zones and ensuring the vendor is delivering world-class services.
- Ensure the global systems environment (Microsoft 365, MS Azure, etc.) is available for all of Lockton’s global regions.
- Work with local IT leaders in the zone to understand pain points and address any issues with the global operations vendor.
- Work with IT leaders in the zone to drive efficiencies to the operating model. Champion those changes with the other zone leaders to create a consistent IT Operations model.
- Participate in the creation of a multi-year operation strategy aligned with the overall IT strategic direction.
- Supply timely feedback on operational problem management findings.
- Implement and manage efficient operational processes and standards as measured by key performance indicators.
- Create a strong and trusted relationship with the IT Leaders in the supported zone and with the dedicated, delegated, and shared resources from the operations third-party vendor.
- Responsible for in-country service desk coordination to and from the third-party operations vendor, ensuring two-way communication is timely, accurate and with the correct level of detail.
- Oversee operations expenses and budgeting related to the global operations budget to help the organization optimize costs and benefits.
Qualifications
Required Skills and Experience:
- Minimum of 10 years' experience successfully leading IT operations teams.
- Minimum of 5 years' experience working in a global operations environment.
- Demonstrated experience managing a global vendor to meet service level expectations across multiple regions.
- Ability to translate business needs into technology solutions.
- Experience leading a highly matrixed, global environment with multi-vendor delivery model.
- Ability to develop rapport and strong relationships with each country’s local IT leader, vendors, and executive leadership in a multi-cultural environment.
- Problem solving mindset, analytical mind capable of breaking problems down and engage teams to find solutions.
- This position will support a zonal team and the candidate must be able to travel within the zone in question.
Preferred Skills and Experience
- Diverse background across IT disciplines.
- Proven ability to lead at an executive level.
- Excellent communication, negotiation, interpersonal and consultative skills to work effectively with vendors, clients, peers, and IT management and staff, across all levels of the organization.
- Willing to be hands-on leader and capable of navigating internal networks to build consensus across teams.
- Open-minded, self-starter with a passion to learn and drive solutions and/or resolution to problems.
- Proven ability to drive change across an organization.
Equal Opportunity Statement
Lockton Companies is proud to provide everyone an equal opportunity to grow and advance. We are committed to an inclusive culture and environment where our people, clients and communities are treated with respect and dignity.
At Lockton, supporting diversity, equity and inclusion is ingrained in our values, and we believe that we are at our best when we fully embrace everyone. We strive to cultivate a caring culture that learns from, celebrates and thrives because of our breadth of differences. As such, we recognize that recruiting, developing and retaining people with diverse backgrounds and experiences is vital and enabling our people to thrive personally and professionally is critical to our long-term success.
About Lockton
Lockton is the largest privately held independent insurance brokerage in the world. Since 1966, our independence has allowed us to serve our clients, take care of our people and give back to our communities. As such, our 10,000+ Associates doing business in over 100 countries are empowered to do what’s right every day.
At Lockton, we believe in the power of all people. You belong at Lockton.
How We Will Support You
At Lockton, we empower you to be true to yourself in all that you do. Your success is our success, and we provide opportunities to help you grow and create a rewarding career path, however you envision it.
We are ready to meet you where you are today, and as your needs change over time. In addition to industry-leading health insurance, we offer additional options to support your overall health and wellbeing.
No Agencies Please
Any Employment Agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of Lockton Companies, Inc. Lockton Companies will have the right to hire that applicant at its discretion and without any fee owed to the submitting Employment Agency, person or entity. Employment Agencies, who have fee Agreements with Lockton Companies must submit applicants to the designated Lockton Companies Employment Coordinator to be eligible for placement fees.
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