Job Purpose

Accountable for delivery of the company’s IT Operations services including Production Support and Infrastructure.


Job Duties
  • Provide customers with an exceptional service experience.
  • Ensure all tickets raised by customers (via telephone, email, or JIRA direct) are acknowledged within SLAs.
  • Ensure tickets are allocated and promptly handled by the right support tier (1st, 2nd, 3rd line support).
  • Monitor and report on ticket resolutions against SLAs.
  • Provide Incident Management and Problem Management function (identifying, understanding, and leading on resolution of underlying Problems).
  • Manage and implement the company application Production Deployments and processes.
  • Manage Infrastructure Managed Service Supplier (MSS) to deliver against SLAs and KPIs.
  • Review MSS service to ensure costs are value for money.
  • Manage security protocols on the hosting environment to ensure clients and internal security integrity.
  • Monitor system and security alerting.
  • Drive continuous service improvement.
  • Assist in client meetings if requested.
  • Establish and monitor KPIs.
  • Engage with vendors and suppliers to provide consistent service to end customers.
  • Engage with development teams to understand impact on Service of any change.
  • Work with Change Mgt team to deliver required changes from Operations to Project requirements and timescales.
  • Recruiting and hiring talent to fill team positions.
  • Facilitate training and support for new and existing team members.
  • Provide career advice, team member appraisal, and performance feedback for the individual members of the team.
  • Engaging and coordinating with other company disciplines and management teams across the company to seamless interaction with the operations team.


Required Skills and Experience
  • Customer focussed
  • Interpersonal skills
  • Tenacious and assertive
  • Keen eye for detail
  • Ability to assess, prioritise and manage demand
  • Enjoy working alone and as part of the team
  • Ability to think creatively to resolve issues
  • Service Management Framework principles and processes
  • Service Desk tool (e.g., JIRA Service Desk)
  • ITIL certified
  • SQL skills
  • General awareness and experience with Cloud Computing (AWS) (Optional)
  • Knowledge of insurance terminology and Lloyd’s Market desirable but not essential
Soft skills
  • Ability to prioritise and organise demand
  • Ability to break down technical feedback in a user-friendly way
  • Effective communicator
  • Pro-active
  • Tenacity


Required qualifications
  • ITIL Foundation


  • Line Manager for Reporting lines


Reports to
  • CIO


Galejay is an inclusive employer and prides itself on the main values of honesty and integrity. If you have these qualities and wish to apply, please send your CV to Charlie Holt-Staplehurst, Associate Director at