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Information Technology at
From the Service Desk to 3rd level support, our Information Technology team has a diverse set of skills, strong team spirit, a ‘can-do’ attitude and a real willingness to share knowledge. Every day, we provide an efficient, flexible, scalable and cost effective IT service to a business with around 1,000 users in the UK and Ireland.
We’re also constantly developing our IT strategy to align with the direction of the business and making sure the hardware and software we use is fit for purpose. We actively support diversity and inclusion too, with no voice being too loud or quiet. And, as we continue to grow, so do the career development opportunities.
Our Information Technology Teams
Architecture and Strategy
Our job is to meet the requirements of the Phoenix Group’s business strategy and support the day-to-day operational requirements of the business. We also manage the provision of Group wide IT strategies and architectures in order to support current and future business strategies and optimise and leverage our IT asset base.
Our role is to make sure we proactively and reactively monitor and manage the IT system utilisation. Put simply, that means seeing that there are no service outages as a result of capacity and ensuring we identify any trends to take either remedial actions or propose plans to provide additional processing, storage or network capacity based on trends and business direction.
If the Service Desk are the ‘voice’, then we’re most definitely the ‘face’ of IT here at Phoenix. That’s because our team are usually busy out and about in the business, resolving end user issues with IT equipment and mobile devices. And, with around 1,000 people to keep happy, it’s a big job.
The Disaster Recovery team’s role within the Group is to ensure an effective Disaster Recovery programme is in place, both for the retained IT service and for Online Service Providers. We’re also responsible for making sure it’s tested on at least an annual basis.
We’re responsible for the design, implementation, operation and maintenance of a robust Information Security Management System using recognised best practice standards, including the ISO/IEC27000 series. We also ensure that information security and technology risk controls are designed into each IT solution from the outset and that all End User Computing applications align with the Group’s risk appetite and business objectives.
IT Change Management
We’re the people that make sure an effective Change Management process exists so that we can ensure any IT-related change is assessed, risk reviewed and delivered in a controlled and effective way. And, because technology never stands still, neither do we. There is always something for us to get our head around.
We’re responsible for delivering a service availability target of 99.99% to the group for all IT services. We do so by ensuring there is a robust IT Service Delivery Model and Governance framework in place that provides comprehensive oversight, assurance and reporting of all IT services provided internally and by other third party providers. We also make sure that the Service Delivery Model anticipates and aligns with the changing needs of the business and delivers an acceptable level of performance and availability for our IT systems.
As the ‘voice’ of IT, we provide front-line support to all Phoenix IT services. Each of our Analysts has end-to-end responsibility for all incidents and requests and are targeted to resolve over 40% of incidents on first call to the desk. As you can imagine, that makes it a sometimes hectic, but at the same time rewarding, environment to be a part of.
Our team delivers and manages the provision of Group wide IT infrastructure and services that are designed to support both current and future business strategies and plans. We also ensure we Implement, run and support IT services in line with Group IT strategy and design, as well as security and service management standards.
Katie Peacock, IT Problem & Change Manager
IT is integral to the Group’s ability to deliver its objectives, so I work with colleagues across the business. It was apparent to me from the get-go that Phoenix values people’s contributions and actively aims to ensure staff are rewarded for their efforts.
It was also really exciting to see the launch of the Women’s Network in 2017. I think the fact that Phoenix initiated this and other networks, such as Interfaith, Working Parents and LGBT, shows it’s a company that values its staff as individuals and seeks to support them.
Chris Thompson, CIO.
I wanted to be part of a growing, successful business and Phoenix had just announced two major acquisitions, so it was clear they had ambitious growth plans. First thing I noticed about working here was the great sense of teamwork and support.
There’s always someone you can turn to for help. Taking on two business acquisitions was the easy bit. It’s what you do with them when you’ve got them. It has certainly been stretching, challenging and character-forming.
IT Problem and Change Manager, Phoenix Group
Refreshing the IT infrastructure to enable the business to succeed.
IT Change Manager, Trinity
Introduced IT change policy and process.
IT Change and Configuration Manager, NHS – Dudley Group of Hospitals
Implemented new change and configuration management process.
IT Change Manager, Serco Solutions
Dealing with end users and support teams to solve IT issues.
Customer Service Agent, South Staffordshire Group Plc
Solving customers’ water billing and supply issues.
Customer Service Assistant, TSB Bank Plc
Cash handling, security, preventing fraud and credit control.
CIO, Phoenix Group
Managing and developing integration of two new businesses.
CIO/CEO, Vertex Financial Services
Joined as CIO and became CEO of banking systems business.
CIO Mortgages, Lloyds Banking Group
Led integration of Lloyds Bank and HBOS mortgage systems post-merger.
CIO/COO, West Bromwich Building Society
Responsible for IT across the West Bromwich Group.
Latest IT Jobs
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Contact the recruitment team
We're always pleased to hear from talented people, so if you have any questions about the opportunities that we have available within Information Technology, please get in touch.
Contact: Susanna Manise