End User DEX Manager

Job Title: End User DEX (Digital Employee Experience) Manager

Reporting to: End User Technology Lead

Direct Reports: 3

Position Type: Permanent

Overview:

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:

To lead, champion and demonstrably improve DEX within TMHCC International. Utilising a combination of telemetry and sentiment insight to ensure End User platforms are continually performant, ergonomic and secure.

Key Responsibilities:

Team Leadership

• Lead the delivery of DEX services, ensuring that agreed service levels, security requirements and other quality standards are met. Ensures adherence to relevant policies and procedures.
• Recruit/lead/mentor the DEX / Platform Engineers, ensuring knowledge and capability is in line with business demands and introduction of new technologies.
• Carry out appraisals and other reporting line responsibilities. Responsible for the team skill levels required to support the infrastructure estate as well as any changes to the infrastructure estate. Responsible for effective resource utilisation within area of ownership managing priorities across locations accordingly.
• Contribute to the ongoing operations lifecycle of End User technology platforms adhering to ITIL best practice. 
• Implement, administer, and use digital employee experience (DEX/EUEM) tool(s) to continuously measure and improve employee experience with technology.
• Interact with various technology and business teams across TMHCC International with a focus on vulnerability patch management and proactively monitoring the end user estate across laptops and Citrix with market leading tools.

DEX Management

• Assess both business and IT needs and develop technical use cases to solve real problems.
• Build and maintain employee digital personas and journey maps.
• Measure and publish reports on DEX scores, including technology performance and adoption, and employee sentiment across the enterprise and withing business segments.
• Monitor technology performance and adoption to ensure optimal productivity.
• Measure digital employee satisfaction and engagement and identify areas of improvement.
• Leverage actionable insights and intelligence to understand causes of and solutions for digital friction.
• Act on insights in the form of automated self-healing or reinforcing employee behavioural change.
• Iterate to continuously improve business outcomes.
• Identify areas to move from reactive IT support to predictive and preventative IT operations. 

Platform Management

• Selection, deployment and maintenance.
• Configuration and customization.
• Alignment with business and IT requirements.
• Reporting and dashboards.
• Role-based user access management.
• DEX vendor relationship management.
• Product roadmaps.
• Integration with IT processes, ITSM platforms, self-service catalogue, chat bot, endpoint management and security tools.

Outcome Management

• Delivery of SCCM, Citrix and other End User Platform technologies,
• Packaging and deployment of applications following the deployment process, this will involve liaising with test teams and owning the deployment.
• Perform or oversee Level 3 Incident Management and employee support.
• Not expected to be the SME in these areas but must have enough technical knowledge to ensure robust processes and procedures are in place such that cover can be provided when necessary.

Operational and Administrative Management

• Works with Tokio Marine Corporate technology and security teams in addition to Tokio Marine HCC International technology, security and architecture functions. Adhering to defined principles and standards for technology selection, engineering and operations in scope. With an extra focus on patching and vulnerability management compliance and processes.
• Define and agree the configuration of systems, that are part of the End User platform remit, and ensure adherence to company standards while improving the end user experience.
• Where necessary participate in the major incident management process to investigate, diagnose and remediate technology outages.
• Create, publish and communicate knowledgebase articles related to the use of DEX tools and related automation/self-healing.
• Integrate DEX tool sentiment functionality and measures into employee listening or voice of the employee (VoE) processes and tools.
• Partner with IT, HR, facilities and operations colleagues to understand technology dependence, requirements, workflows and key features; then ensure DEX tools can monitor and continuously improve those.
• Measure and set business outcomes, KPIs, experience-level agreements (XLAs), and objectives and key results (OKRs).
• Ensure that the most important digital workplace technologies (devices and applications) are supported by the DEX tool.
• Create and Monitor dashboards and top issue list daily to identify potential endpoint issues and create and assign detailed incident tickets for proactive remediation preferable by automation or AI.
• Create, submit and drive the progress of enhancements to implement automation / AI opportunities to enable self-healing and assisted healing.
• Meet with departments / business stakeholders to understand technology used to develop targeted dashboards.
• Track industry trends in digital workplace experience process and technologies and, where relevant, introduce for potential adoption.
• Work with the End User Technology Lead and Technical Support Lead to influence, shape and implement strategic directions for the technical support functions
• Handle additional related projects as necessary.

Performance Objectives:  

• Manage and lead the DEX team effectively.
• Gather enough DEX related information to identify solutions coupled with an effective plan to do so.
• Maintain and/or improve vulnerability and security patching levels

Skills and Experience Specification:

• Demonstrates a strong IT management track-record having worked in a managerial technology position
• Excellent capability with Industry standard enterprise level End User software, applications, technologies and hardware
• Experience of managing End User Technology and Services to a wide and diverse user base
• Experience of developing a constructive working relationship with business units
• Experience of using automated systems to support specific business functions or processes as well as Service Management toolsets
• Demonstrate an understanding of the need to keep commercial aspects continually in mind when taking actions or making decisions
• Experience of communicating complex technical issues and sensitive information to business units, senior stakeholders, the wider user community
• Experience of managing 3rd parties.
• Financial Services sector experience, or experience gained in a highly regulated environment, is an advantage

Essential:

• At least 3 + years working in an End User Compute role.
• Knowledge & experience of DEX / End user experience management tools ideally Nexthink.
• Practical knowledge of ITIL application processes and implementation and ITSM tools, preferably knowledge with Service Now.
• Power BI skills
• Knowledge of server & desktop operating systems, with emphasis on SCCM, Microsoft Windows, including domain structures, Active Directory, group policy and system administration.
• Sound working knowledge Citrix XenApp, XenDesktop and Citrix cloud.
• Good knowledge of MBAM, physical device security and a of security products such as AV / Threat management and client deployment
• Strong data analytical skills
• Strong problem solving and problem management skills
• PowerShell scripting with an emphasis on automating manual tasks
• Desktop Hardening and vulnerability patching skills including using SCCM and other patching tools.

Desirable:

• Knowledge of O365, Okta, Azure AD and Microsoft Endpoint Device Manager
• Knowledge of AppSense and Group Policy management and UEM tools.
• Experience in a professional service environment, with responsibility for supporting multiple applications and network environments.

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.

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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