Head of IT Operations

HEAD OF IT OPERATIONS (HYBRID)

COMPANY

Greenstone Financial Services was founded in 2007, with the bold ambition to deliver smart and affordable direct insurance solutions to meet the needs of everyday Australians.

It is today the largest distributor of direct sold life and pet insurance products across Australia and New Zealand and has a workforce of over 700 employees.

Most recently Greenstone has launch into the Canadian market with a dedicated office in Toronto.

ABOUT THE ROLE

Greenstone’s recent expansion into the Canadian market marks an exciting new chapter as we leverage our proven products and services to meet the needs of Canadian customers.

This growth has created a strategic opportunity to further strengthen our technology team, ensuring we deliver the same high standards of service and reliability in this new region.

Over the years, Greenstone has honed a suite of customized software solutions that are integral to our operations. These include applications for lead and sales management, claims processing, premium collections, policy administration, and underwriting.

Our call-center-driven business model places data security and advanced telephony solutions at the forefront of our priorities, ensuring seamless, secure customer interactions at every level.

To support this expansion, Greenstone’s in-house Technology team is essential, encompassing both Product Engineering which includes Development, Testing, Solution Architecture, Business Analysis, Product Ownership, Coaching, and UX Design and Enterprise Technology Services, which covers Cybersecurity, Service Delivery, Infrastructure & Cloud Operations, and Audits and Governance.

As we adapt our technology to meet regional requirements and continue building our expertise in data security and telephony, we are poised to enhance our capabilities and uphold our commitment to excellence across borders.

PURPOSE OF THE ROLE

The ideal candidate will be responsible for the steady state of operations of all systems and changes by building and managing key ITIL capabilities, including Incident Management, Problem Management, systems monitoring & alerting.

This role is also responsible for Level 1 and 2 support within Canada and ensuring that IT services are delivered efficiently and effectively, minimizing disruptions and maintaining high service quality.

This role will also work closely with the Australian operations team, ensuring a consistent, efficient experience for all our users irrelevant of their physical location.

KEY ACCOUNTABILITIES

The following aspects of this role are indicative only and in no way limit the Company in allocating additional accountabilities (specific tasks, projects or related activities) to the employee within the scope of the employee’s level of competence, experience, knowledge and qualification.

Summary of Accountabilities

Service Management

• Oversee the delivery of services to all of GFS Canada in an agile environment.
• Work with Australian Service Management team to ensure a consistent service and processes for all our customers.
• Maintain service levels for all services across the Technology functions.
• Monitor and report on service levels regularly, identifying areas for improvement to enhance service quality and efficiency.
• Ensure changes are implemented seamlessly, securely and effectively with minimal impact on business.
• Ensure adherence to industry standards and best practices in IT Service management

Incident Management

• Oversee the rapid response to incidents, ensuring minimal disruption to services and quick resolution.
• Work with Australian based Incident manager to manage and handover ongoing major incidents across time zones.
• Exhibit outstanding communication skills to effectively liaise between technical teams, stakeholders, vendors and partners, ensuring clear and concise information flow during an incident

Problem Management

• Ensure a systematic approach to handle incidents through their lifecycle from identification to resolution and closure
• Identify and manage underlying problems causing incidents to prevent recurrence
• Implement a structured problem management process to reduce the impact of incidents on business operations

Stakeholder Management

• Collaborate with internal and external stakeholders to understand their needs.
• Build and maintain strong relationships with internal and external stakeholders, ensuring their needs and expectations are met while aligning with business objectives.

Risk Management

• Identify, evaluate and mitigate potential risk and service delivery and devise effective mitigation strategies
• Contract, Procurement and Vendor Management
• Engage in the assessment and selection of vendors and suppliers, including onboarding and offboarding.
• Manage the lifecycle of contracts from negotiation, development and compliance (SLAs).
• Ongoing performance management of the vendors against SLAs
• Implement a process to gather feedback on vendor performance and plan for continuous improvement in service delivery, cost efficiency and innovation.

Budgets

• Ownership of budgets for the domain (total cost of ownership) including forecast, management and ongoing cost& resource optimization.
• Reporting on adherence to the budgets.
• Performance Reporting
• Provide comprehensive performance reports to stakeholders highlighting achievements, areas of improvement and

Team Leadership

• Leading a team of L1 / L2 analysts and engineers
• Performance Management and ongoing career development support, feedback and coaching.

Position Requirements - Essential

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 5 years of experience IT Operations management and a strong understanding of the modern engineering practices and the public cloud.
• Strong understanding of the ITIL or other service management frameworks is highly desirable.
• Exceptional leadership skills and experience managing teams.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients and stakeholders at all levels.
• Strong problem-solving skills and the ability to think strategically.
• Customer-focused, agile, innovative, and a team player.
• Proficiency in using service management software and tools.

If this role interests you, we would love to hear from you!