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End User Experience Team Manager - Exec Support PGDS

End User Experience Team Manager - Exec Support PGDS

Posted 10 April by Prudential UK & Europe Featured Ended

Overall Role Purpose

Provide leadership and guidance for 1st or 2nd line technical support teams to resolve IT issues and fulfil business requests for IT goods & services, providing an excellent customer experience at all times.

Key Responsibilities

  • Management of the team and workload for day to day BAU activities

  • Manage customer escalations or complaints, taking ownership of issues through to conclusion.

  • Be the central point of contact for the team and workload

  • Own, resolve, and escalate issues where there are deficiencies in the end to end support model for customers.

  • To build and manage good working relationships with PGDS, Business and service suppliers in support of these areas

  • Monitor the performance of the teams against the agreed service standards and SLAs to identify where there are service deficiencies or opportunities to make improvements.

  • Lead and champion Continuous improvement activities to Identify opportunities to introduce innovations to existing services which may create new and/or improved services for customers.

  • Facilitate the creation and maintenance of relevant documentation to comply with the Core process framework.

  • Ensuring compliance with all key Operating Procedures across PGDS including but not limited too Major Incident Management and Change Management

Job Requirements - Knowledge and Skills (Examples below)

  • Experience operating in an IT service management (ITSM) environment with ITIL certification (minimum Practitioner).

  • Demonstrates a broad knowledge of IT Infrastructure in the financial services sector and knowledge of desktop, remote and mobile technologies.

  • Established experience of operating at Team Leadership level within a technical support role in an IT function.

  • Understands how to monitor service delivery performance and apply corrective measures.

  • Understands and has the vision and leadership skills during periods of organisational change.

  • An understanding of the importance of actively managing relationships with stakeholders and a willingness to actively engage with customers.

  • A focus on the customer and the delivery of services, an awareness of how to recover from service failings, including managing the expectations of stakeholders.

  • An understanding of the financial services industry and regulatory environment.

  • Strong knowledge of current technologies and the ability to drive what is happening in the External Market place ensuring relevance and alignment to EUS, PGDS and BU strategy.

  • Commercial awareness and experience in operating in a multi supply chain environment

  • Expertise in relevant Cloud Technologies and Operating Models

  • An understanding of the financial services industry and regulatory environment.

  • Support project design & delivery

Job Requirements - Attributes

The following competencies are essential for successful PGDS Leadership, alongside the relevant technical expertise.


  • Inspire & Motivate – Makes inspiration a focus, unlocking a level of additional effort and energy that can make the difference between organisational success and failure
  • Courage & Self- Management – Does not shy away from conflicts or challenging situations. Addresses problems candidly and directly. Is self-aware and manages own emotions and reactions.
  • Develops & Coaches- Creates a learning environment in which people are encouraged to learn from mistakes, take the time to analyse their successes, and understand what went well/can be improved. Encourage team to develop skills beyond their current role.
  • Change champion – promote and role model positive change in the pursuit of better outcomes for our customers and teams.

Business Competency

  • Commercial Perspective – Investigates and evaluates financial and other information to make sound commercial recommendations and decision. Explores options and alternatives to add further value and/or improve efficiency.
  • External Focus – Displays a strong awareness of the external market and industry/sector developments. Benchmarks internal performance with external competitors, suppliers and products.
  • Strategic Thinking – Formulates objectives and priorities and implements plans consistent with the long-term interests of the organisation.  Capitalises on opportunities and manages risks.
  • IT Knowledge -             Uses a variety of complex tools and new technologies to improve systems and delivery of services. Coaches others in the use of tools and technology and makes use of technology to improve productivity.

Teamwork and Relationships

  • Building Relationships -  Balances “getting results” with a concern for others’ needs.  Develops trust and rapport across PGDS & its customers and suppliers.
  • Collaboration & Inclusion - Promotes a high level of cooperation between own and  other functions creating a positive and productive atmosphere.  Seeks out, values and incorporates the perspectives and contributions of all staff and stakeholders.
  • Agile Way of Working – adheres to agile methodologies, collaborating with multi-discipline, cross-functional teams to deliver against iteration targets. Partners with business representatives (e.g. product owner, product manager), ensuring alignment and value to the customer. Champions team learning and adopts best practices.

Pursuing Goals

  • Outcome Focussed – focuses  on customer-centric outcomes rather than individual activities.
  • Learning Agility - Seeks learning opportunities beyond current requirements.
  • Ambition - Sets challenging goals and standards of excellence beyond current position. Actively pursues personal and technical self-development, and seeks challenging assignments

UK based role travel to other UK offices will be required.

Reference: 34568100

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