Vitality

  • Central London / West End
Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business.



Our CORE PURPOSE is to make people healthier and to enhance and protect their lives. From people to products and processes, we aspire to deliver on our purpose in everything we do.



Our VISION is to be the BEST health insurer in the UK

We are looking for talented individuals who are committed to living our values and delivering an award winning service to our customers.



Overall Job Purpose



To manage service levels and provide monthly service deck (all reporting MI) for Vitality Invest (Croydon) and to manage high priority Incidents (Major Incident Management) . You will also understand and take ownership in fulfilling the IT Service Operational commitments in our London and Croydon Corporate offices with enhanced focus on Exec and Senior Management end users.



Accountabilities




Run daily reports of outstanding tickets relating to OSS desktop team in London and Croydon – adopting a zero tolerance on aged tickets
Prioritise work load and focus for the OSS team in London
Manage an asset management service for our VIP’s and EXEC – Catalogue their equipment with build levels and working behaviour. Ensure they receive a service review at least once a quarter
Manage expectations re fix times & communicate with individual Exec members, PA’s and Senior Managers as appropriate
Communicate and diary an operational events schedule for London IT Operational focussing on the needs/working week of Exec PA’s, Exec, Senior Managers
Attend the daily IT Operations and weekly Service Management meetings - Actively representing our London escalations and priorities
Ensure IT stock control is managed appropriately in support of our London site – Desktop, mobile & printing services
Schedule monthly checks of our VC rooms with engineers across all sites
CSI – Working with IT Ops and Service Management Teams in Bournemouth with a drive to continually seek ways to improve services.
On-Call Duty Manager (once every 5 weeks)
Conduct Service Review meetings with both the Exco and Vitality invest




Skills Required



Essential




Extensive desktop or specialised IT support experience
Demonstrable Service Level Management experience
Management
Working knowledge of Air-Watch
Working knowledge of Video conferencing services
Working knowledge of ServiceNow or similar
Apple product experience including mobile devices
Knowledge of regulatory and security standards
Strong working knowledge of IT Operations and On-site support team processes
Strong & clear verbal, written and communication skills, excellent customer service skills
Ability to prioritise and work under pressure taking ownership of issues
Flexible and reactive




Desirable




ITIL Version 3 Foundation and above




Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day.



Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.