Howden is a collective – a group of talented and passionate people all around the world. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 18,000 employees spanning over 100 countries.
People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.
Head of Global Operations, Infrastructure & Support
Location: London
Role Overview
Initially reporting to current Head of Global Infrastructure, Operations & Security during a transition period, the role will then be reporting directly to the Group Chief Technology Officer and join his leadership team.
This is a critical leadership role, managing and supporting the technical operational services enabling the business globally. The role is accountable for the strategy, delivery, and ongoing management of the company’s global infrastructure ecosystem, including global delivery, management and support of all integrated global infrastructure, network and hosting (cloud and on-prem data centres), also End User services and support operations. This includes accountability of both business-as-usual IT service operations and delivery of key investment project portfolios and Change and Configuration Management. This role also has responsibility for Voice IP telephony systems.
Key Responsibilities:
Management of global infrastructure hosting for all integrated entities, in cloud and data centres, currently in US, UK, EU, Asia, Pacific and Middle East. Design and drive the hosting strategy globally to support eh business needs as the business expands.
Implement global Target Operating Model for Tech Services
Develop and execute the global infrastructure and support strategy aligned with Howden Group business objectives.
Drive modernisation, automation, and cloud transformation initiatives to improve agility, efficiency, and scalability. Establish and maintain a multi-year infrastructure roadmap addressing capacity, lifecycle management, and innovation.
Deliver Service Desk and End User support services ensuring agreed service levels achieved
Manage and maintain the Group CMDB and ensure on-going discovery and configuration of assets and configuration items
Responsible for IT M&A pre-deal due diligence assessment and post-deal integration into Group on-net infrastructure and transition into operational support
Provide leadership and direction for Regional Hub leaders representing business needs across all divisions
Manage Incident and Major Incident management procedures compliant with regulatory requirements
Ensure compliance with regulatory requirements (SOX/SEC, MAS, Dora, FCA etc)
Manage Change and Configuration for a growing organisation currently 600 changes per month, over 2500 servers, 18,000 end users growing to 40,000 over the next 4 years
Deliver an outsourced managed service model using resources on-shore, near-shore and off-shore as required and ensuring a service delivery which is scalable and cost effective while delivering the right level of quality to the business.
Manage IP Voice Telephony solutions supporting call centres and end user needs, consolidating and standardising where possible
Ensure compliance with Technical Resilience requirements including IT D/R strategy, planning and testing
Delivery of the investment portfolio for Infrastructure and InfoSec projects and ad-hoc business projects, within the agreed capital expenditure budget of approximately £14m
Managing delivery of the operational BAU services with an approximate budget of £22m
Partner with cybersecurity, audit, and compliance teams to manage infrastructure risks, security controls, and remediation activities.
Qualifications and Experience:
Degree in Information Technology, Computer Science, Engineering, or related field (MSC preferred).
ITIL v4 certification required; PMP, CISSP, or equivalent credentials strongly preferred.
Cloud certifications (AWS, Azure, or GCP) desirable.
15+ years in technology roles, with 5+ years in leadership
Track record of operating across complex international environment supporting a business across multiple Divisions / Regions / Countries
Proven track record in regulated industries, preferably insurance or financial services
Strong technical thought leadership with excellent communication skills to drive forward change agenda with non-technical senior stakeholders
Proven ability to establish relationships and partnerships with senior executives, divisional CEO/COO/CIOs
Building and inspiring a high-performing IT technical services team. Leading talent acquisition, coaching, and career development initiatives, ensuring diversity, innovation, and technical excellence.
Experience with Supplier Performance Management including Contract Management
Track record of managing senior relationships with large global technology partners such as Microsoft, Cisco, Lenovo, Tanium, Nutanix, Netskope, Logic Monitor, Wasabi, Citrix etc
Experience managing Network providers in multiple countries for example, Colt, Cogent, Lumen, Experio, Palo Alto.
Track record of managing Outsourced Managed Service suppliers ensuring high quality reliable service delivery.
Demonstrable record of execution and delivery in a complex multi business line / product environment
Strong stakeholder management and influence
Deep knowledge of IT support and infrastructure
Resilient, inclusive leader with high integrity and accountability
Innovative continuous improvement mindset
Financial planning and budget management for Opex and Capex expenditures, budget presentations and business engagement
Commercial focused, ensuring that Technical Services are supporting the business delivery
Progressive thinker staying up to date with new technologies
Strategic thinker with a pragmatic approach to execution.
A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:
Our successes have all come from someone brave enough to try something new
We support each other in the small everyday moments and the bigger challenges
We are determined to make a positive difference at work and beyond
We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.
If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.
*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.
Permanent