Senior Digital Workplace Consultant

Location London

The Vacancy

Function / Area: IT & Operations

Reporting to: US Matrix Manager / Local dotted line to UK IT Director

Position Summary

An individual contributor role within the Workplace Services area that focuses on communication and collaboration systems, workplace services including desktop solutions, collaboration technologies, and enablement of secure remote working environments. This position works primarily through external partner Managed Service Provider(s) (MSPs) to ensure the secure and stable functions of CNA’s Workplace Services including performance, availability, quality and adherence to CNA’s standards. Responsible for the creation and communication of clear expectations and scope requirements that are provided to partner MSP(s) and CNA teams and that outcomes are achieved on schedule, within budget and with high quality. May act as a point of contact for workplace solutions for CNA internally, supporting the definition of business goals and measurements with the partner MSP(s), building and maintaining strong relationships and measuring / monitoring partner MSP(s) performance to drive continuous improvement.

Key Responsibilities

• Serves as a consultant and subject matter expert (SME) working with the Infrastructure services partner MSPs in specific areas including (but not limited to) Microsoft workplace technologies and implementations. Additionally, apply expertise in technical and consulting knowledge to advise internal clients on accurate governance to ensure stability, and to enable them to evolve environments to support changing business requirements.
• Serves as a conduit between partner MSPs and internal stakeholders to ensure business goals and consistent, continuously improved results are delivered, working within the framework of the infrastructure partner MSP contract to define outcomes, SLA’s and proper, unambiguous measurements for on-going infrastructure operations and projects that properly incentivize both CNA internal resources and the vendors to perform in CNA’s best interest.
• Delivers results, creating value for the CNA brand, customers, and key internal stakeholders by ensuring reliable, cost effective and optimized business solutions utilizing information technology infrastructure, applications and tools.
• Participates in the measurement and monitoring of partner MSPs performance and reviews outcomes to determine how to change them to continuously drive better results at lower costs and to co-develop capabilities with partner MSPs for the purposes of reducing costs, improving processes and innovating services in the Workplace Services space.
• Participates in troubleshooting performance or contractual problems and works cross-functionally with internal stakeholders at all levels and service providers to develop, recommend and/or employ effective solutions.
• Participates, as required, in collaborative efforts with other Infrastructure team members working with partner MSPs during major issues and day-to-day escalations.
• Actively participates in the creation of established standards and controls and works to ensure others (CNA and partner MSP personnel) comply with these same standards and controls.
• Keeps abreast of technological developments, and helps to recommend and create Workplace services standards that empower CNA’s business operations to execute initiatives at improved speed, quality and cost.
• Renews and increases professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, participating in professional societies, etc.

Skills, Knowledge & Experience

• Solid knowledge of and experience with various technologies relevant to Workplace services including experience in Windows 10, Office 365, Teams, Exchange, SharePoint, OneDrive and ideally Microsoft’s Enterprise Mobility + Security (EM+S) suites as well as knowledge of other Technology service areas to ensure Technology alignment. Azure AD and PowerShell should be a hands-on skill or at a level capable of directing others.
• Solid project management skills including Waterfall and Agile methodologies as well as the ability to organize and plan effectively to meet project goals.
• Strong ability to effectively interact and communicate (written and verbal) with all levels of external partner MSPs and/or internal business partners within scope of responsibility, team and/or matrix environment including offshore teams.
• Proven solutioning experience on developing technical, business and operations aspects in requirements gathering, use-case scenarios and high-level architecture.
• Prior experience managing external partner MSPs with a successful track record of building, developing and managing service delivery and support teams.
• Acts with a sense of urgency and accountability while achieving quality results and identifying and resolving problems and issues within the scope of responsibility.
• Detail-orientation with proven analytical and problem-solving skills, and the ability to effectively plan and support multiple projects and project teams.
• Strategic thinker about business issues across product areas and industries
• Ability to lead and provide mentorship to other Infrastructure vendor managers or teams.
• Bachelor’s Degree in Computer Science, Information Technology, or related work experience.
• Typically, a minimum of seven years in Information Technology experience in Infrastructure Engineering or Operations, Microsoft technologies consulting or Workplace services, — preferably in a financial industry.
• Experience in a business-facing Technology role or similar experience providing customer service for a Technology service.
• Experience working with IT vendors and/or Managed Service Providers.
• Applicable certifications preferred (Infrastructure and vendor management)

Additional Information

Company Overview

CNA Hardy is a leading specialist commercial insurance provider for clients within the Lloyd’s and company markets. We are part of CNA Financial Corp, the 8th largest U.S. commercial property and casualty insurance company. Established in 1897, CNA has approximately 7,000 employees, serving businesses and professionals in the U.S., Canada, and Europe. We offer a wide range of products and services, providing a superior suite of insurance solutions that any organisation conducting business requires.

CNA is an equal opportunity employer.

The Company

CNA Hardy is a leading specialist commercial insurance provider for clients within the Lloyd’s and company markets. We offer a highly specialised and comprehensive portfolio of innovative and market leading products. Coverage is available to businesses of all sizes for domestic, international and global exposures.

Working Here

It’s an evolving environment and a place where employees voices are heard and have numerous opportunities to make a difference.

We are dedicated to providing an open and inclusive workplace where our employees can grow and thrive.

Employees receive continuous support and development opportunities.

We support charities and are involved in community initiatives and volunteering programmes.