Job Title: Core Applications Service Delivery Manager (Specialty)

Reporting to: Head of Core Insurance Systems

Position Type: Permanent (Hybrid working, 3 days in the office per week minimum)

Why Tokio Marine HCC?

Standing still is not an option in the current world of Insurance. TMHCC are one of the world’s leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people and delivering on our commitments are at the core of our customer values, and so is a desire to grow and provide creative and innovative solutions to our clients.

Job Purpose:

TMHCC is in the midst of an IT transformation and is shifting towards a product-centric operating model. Alongside this a set of enterprise applications are managed by a central Enterprise Applications team – within which sits the Core Enterprise application team.

This team covers Verisk Eclipse applications, Sequel Claims, Professional Risks – Guidewire, Box, Imageright and NewGen CMM and CCM applications. Support is provided via a hybrid model with service providers like CoForge and NTTData along with the 3rd party vendors Verisk, Guidewire, ImageRight, BOX and NewGen, providing a managed service or break fix support capabilities with onsite SMEs providing escalation assistance and advice and collaboration with project teams.

As the Core Applications SDM, you will report into the Head of Core Insurance Systems and add value in a variety of ways. You will be in the centre of a transformation journey which is looking to re-engineer the relationship with business customers, Engineering Delivery Leads, to improve the value provided by vendors and become deeply integrated with other teams in Component Services and the wider IT Product and Platforms teams.

Key Responsibilities:

Service Management of a suite of critical applications covering business areas including policy administration, claims and document management.

Oversee offshore services including the managed service provided by vendors Coforge, NTTData and Newgen.

Respond to technical and non-technical questions related to apps / tools / solutions.

Engage with multiple internal customers (Line of Businesses represented by Engineering Leads) to ensure appropriate resolution of incidents, recording of resolutions and identification of bugs and defects via Azure Dev Ops tool. 

Assist in resolving and reporting on a variety of high-impact incidents (P1 and P2) or problems through in-depth evaluation of complex business issues, system processes or platform issues with the help of managed service partners.

Follow approved ITSM service management framework (ITIL) also aware of SDLC, project management methodology and Agile frameworks in use at TMHCC. Ensure that all required steps are followed, all required tickets are updated and approvals for change are obtained as needed.

Proactively manage all application-related risk items / findings to closure / resolution.

Assist with Agile development projects and release to production as needed.

Provide in-depth analysis with interpretive thinking to define issues and develop innovative solutions.

Work closely with internal auditors on their requirements.

Manage vulnerability exceptions.

Document the knowledgebase.

Skills and Experience Specification:

Essential:

Some demonstrable experience supporting insurance industry underwriting and claims applications (Speciality / London Market experience). 

Minimum of 3 years service management experience with the insurance applications.

Experience working with ServiceNow.

Familiarity with supporting testing and release management.

Familiar with Azure Dev Ops.

Experienced in ITIL framework.

Proven line management experience in managing hybrid onshore and offshore teams.

Proven experience in managing offshore vendors – both Managed Service and Headcount only agreements.

Minimum of 3 years experience working in insurance, preferably specialty (non-retail) insurance and exposure to Lloyds of London markets.

Preferred:

Strong, demonstrable experience with MS SQL.

Good understanding of support model with the applications like Verisk and Guidewire.

Strong experience working with Azure DevOps tool set. 

Degree in Computer Science, Information Systems (or other related field) or equivalent work experience.

Experience with Customer Communications Management, Enterprise Content Management or Webservices technologies.

Desirable:

Minimum of 10 years’ previous experience in managing onshore and offshore teams in an insurance environment.

Minimum of 10 years’ experience working in Application support of products from vendors like Verisk, NewGen and Guidewire.

Aware of all aspects of the software development life cycle.

Experience and desire to work in a Global delivery environment.

What We Offer

The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals.

The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit www.tmhcc.com for more information about our companies.

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