IT Care Operational Team Leader

Newcastle Upon Tyne, UK
08 Oct 2019
28 Oct 2019
Contract Type
Full Time
The IT Care Operational Team Leader provides operational leadership and support to achieve the required IT Care End User Support Services to all of the Quilter Business units. To support and deputise for the IT Care Support Manager and manage all aspects of IT End User Support for all Quilter internal employees across the wide operational service hours.

Support excellent working and strategic relationships with key business stakeholders, relevant IT service suppliers and GTS teams. The role reports to the IT Care Support Manager and should ensure that GTS services can be represented effectively at a senior level.

About us

Quilter Financial Planning is part of Quilter, a leading provider of advice, investments and wealth management, with a portfolio of £114.9 billion of investments and over 900,000 customers worldwide. Established in 2006, we've grown to become the UK's largest distributor of financial advice. In fact, over 3,000 advisers have chosen us as the place to develop and grow their businesses. Why, because we have the size, financial strength and people with the knowledge and expertise to help advisers achieve more. You won't just find diverse, talented and friendly teams here either. You'll also discover an inclusive culture and every opportunity for personal and professional development.

About the role

In this role you will be supporting the 24 x 7 management and provision as required for every business unit the IT Care End User Support services and supporting the team members so that all IT Service Support Demand and Service Request demand aligns to and achieves the IT Care purpose to; provide the support people need, when they need it, to help them do their jobs.

You will also be supporting the IT Care Manager and provides operational day to day leadership and help for IT Care Support staff and support the ongoing service delivery and support to agreed Quilter business unit customer requirements and support the teams to ensure that all issues are resolved when required and support the outcome through ongoing active engagement that customer expectations are met and effectively managed.

Our IT Care Operational Team Leader will be working with the IT Care Support Manager, uses real time data to drive real time decisions ensuring that the IT Care services are operationally efficient, aligned to purpose and measures, whilst supporting the input into service performance against agreed goals for each business unit supporting the relevant service delivery manager.

About you

You'll need knowledge and understanding of IT Systems Thinking and iterative demand reduction approach as well as a deep understanding of the Quilter business processes, products and processes. You'll also need full understanding of IT End User Support services and full understanding of IT Service Support & Service Delivery Management Lifecycle and stages.

You'll be able to operate calmly and communicate clearly in high pressure situations, maintaining credibility at all times and in all situations. You'll maintain focus and drive for resolution in complex, fast-moving scenarios and be able to gets great results under tight deadlines while maintaining strong relationships.

Ideally you'll be educated to degree level or with equivalent experience, and be ITIL accredited (Intermediate level as a minimum, V2 Manager or V3 Expert level is highly desirable) or equivalent relevant IT industry experience.

You'll need demonstrable business experience supporting the external customers and advisors with systems, services, product and process knowledge and proven experience working in an operational IT End User Support environment. You'll also need demonstrable experience of IT Service Management, IT operations and IT transformation roles at a senior level with responsibility for the delivery of IT End User Support Services (ideally to include multi-supplier IT outsource arrangements and off-shore delivery).


No matter what job you do you should feel valued and appreciated. That's why we offer a competitive total reward package, which enables our employees to share in the success they help to create.

Core Benefits

Holiday: 24-26 days (depending on your grade)

Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it

Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions

Private Medical Insurance: Single cover as standard, cover can be increased at your own cost

Life Assurance: 4x your salary, cover can be increased at your own cost

Income Protection: 75% of salary payable after 26 weeks of absence

In addition to our core benefits we offer a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction.

Our promise

At Quilter, we're committed to creating an inclusive culture that embraces diversity. We promote equal opportunities and make sure no applicant receives less favourable treatment on the grounds of gender, marital status, nationality, ethnicity, age, sexual orientation, responsibilities for dependants, physical or mental disability. We select candidates for interview based purely on their skills, qualifications, experience and potential.

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