IT Service Delivery Lead
At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.
Specifically within Commercial Risk Solutions we offer risk advisory, risk transfer and structured solutions that help organisations and individuals identify, quantify and manage their risk exposure through insurance.
This role will provide the candidate an opportunity to manage the service transition of IT applications into operations mode, coordinating support engineering resources that manage application and data-related incidents, problems and change on a day-to-day basis for our new Commercial Risk Solutions Ecosystem. Responsibilities include:
- Working with Product Managers on the safe transition to operations of products/applications that make up our ecosystem.
- Single point of escalation for Incidents, Problems and Change relating to the ecosystem, including but not limited to availability, performance, function, data correctness.
- Manage and coordinate all support teams across a range of heterogenous applications covering full scope of Web, API, Database, ETL, 3rd party on-prem and SaaS.
- Managing issues from inception through to resolution including triage, app/data patching, dispatch to L3+ product teams, communications and general reporting.
- Liaising with engineering managers and product managers on issues and enhancements to ensure effective prioritisation and appropriate engineering standards.
- Overseeing Environment, Release and Test management across a heterogenous cloud and on-prem environment.
- Define and deliver against operational KPIs including status reporting.
- Taking personal responsibility for support model across product and data, building a network of internal partners to ensure effective remediation of issues.
Aon has transitioned to a product-oriented model and is investing in capabilities like never before. This role will give the chosen candidate a unique opportunity to shape the operating model for our Commercial Risk Ecosystem to drive significant revenue and efficiency opportunities across all countries where Aon operates.
- 10+ years experience in ITIL Service Management, with at least 3 years management-level. ITIL or DataOps certification a distinct plus.
- Experience in lifecycle management of 3rd party COTS software e.g. vendor relationship management, upgrade and patch management, vendor support model negotiations etc.
- Agile knowledge and planning skills – Kanban and Scrum. Certification highly desirable.
- Experience in Agile tooling and solutions relating to code, branch and release management.
- Azure (or AWS) cloud support experience desirable – IaaS and PaaS including containerization and serverless.
- Some experience of Software Delivery LifeCycle (SDLC) across homegrown, low-code (e.g. Appian, Workato) and SaaS delivery models.
- Advocate for and experience in automated testing.
- Experience in commercial insurance industry a distinct plus.
- College degree in IT-related discipline.
In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!
Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.
Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.
Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status.
We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard.