Senior Infrastructure Operations and Service Delivery Analyst

Three Rock Group; Sandyford; On-site; EUR 85,000 - 120,000; Full time

Job summary

Chill Insurance Limited seeks a Senior Infrastructure Operations and Service Delivery Analyst to maintain IT infrastructure and services, working with 3rd party vendors to ensure reliable operations. You will implement IT policies, oversee security, and drive continuous improvements within a regulated financial services context.

Reporting to the Head of Infrastructure, the role involves coordinating change, ensuring ITIL-aligned processes, and managing multiple service providers to meet SLAs.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• At least 8 years in IT operations and strategy within regulated environments.

Responsibilities

• Maintain day-to-day IT infrastructure and service delivery across vendors.
• Ensure security, compliance, and change management per ITIL guidelines.
• Plan and oversee IT projects, within scope and budget.
• Manage supplier relationships and service levels with third-party providers.
• Develop continuous improvement initiatives for IT operations.

Skills

IT infrastructure

Vendor management

Project management

ITIL knowledge

Security

Communication

Problem solving

Budgeting

Education

Bachelor's degree in IT/CS

Tools

Azure

SharePoint

Office 365

Purview

Job description

Chill Insurance Limited (\"Chill\") is a multi-channel insurance intermediary regulated by the Central Bank of Ireland. Founded in 2007, Chill has scaled to become one of Ireland’s leading insurance intermediaries. Chill Insurance is backed by Private Equity house Livingbridge and having invested significantly in the infrastructure and operational teams in the business we are now in a position to take advantage of a number of opportunities (both organic and acquisitive) which should lead to a more than doubling in the size of the business in the coming few years.

Chill’s sister companies include Quote Devil Insurance, an insurance intermediary and Ivernia Insurance Ltd, an MGA insurer. The finance team support all three businesses and the consolidated Three Rock Group parent entities and this role will provide support across the full group.

ABOUT THE ROLE

The Senior Infrastructure Operations and Service Delivery Analyst will maintain day-to-day service operating model of the IT department and core infrastructure, ensuring the efficient and effective delivery of IT services to support the organisation's business objectives. Reporting to the Head of Infrastructure services, this role directly supports that agenda by working with 3rd party vendors, maintaining IT infrastructure and services and designing and implementing new IT policies and procedures to cater for change.

Key Success Factors

• Transforming core technology and delivering change (Infrastructure, Network, Cloud, etc.)
• Managing diverse set of stakeholders including Business and Technical stakeholders, third party suppliers and change programme delivery teams.
• Maintenance and continuous improvement of best practices for running a complex IT organisation including experience of operating IT estates in domains such as identity and access management, observability, backups and resiliency, business continuity.
• Developing capability in managing and holding to account multiple service providers (Connectivity, Cloud, Security, Managed Services, SaaS vendors etc.)
• Ensuring agreed Service Levels for IT Infrastructure availability and performance, IT and Cyber Security, end user support, and other Service Levels that may get defined and introduced from time to time, are achieved and exceeded in accordance with required reporting periods

Key Responsibilities

IT Infrastructure

Contribute to the support of, and ensure the availability, reliability, and security of the organisation's IT infrastructure, including cloud servers, networks and connectivity, and any hardware.

Service Delivery and Management

Assist in the delivery of IT managed services and SOC services through 3rd party vendors, ensuring high levels of service and support for internal users/customers including handling escalations. Adhering to ITIL principles including Change Management, Incident Management, Problem Management, Patch Management, Risk Management, Capacity Management. Regular reporting.

Supplier Management

Manage relationships with external IT vendors and service providers, negotiating contracts and ensuring service levels are met. Supervise vendor IT professionals as part of day to day running, including service desk engineers, system administrators, network engineers & program managers.

Project Management

Plan, execute, and oversee IT projects, ensuring they are completed on time, within scope, and within budget.

Compliance and Security

Ensure IT operations comply with relevant regulations and standards, and that security measures are in place to protect organisational data.

Continuous Improvement

Identify opportunities for process improvements and proactively implement best practices to enhance the efficiency and effectiveness of IT operations

Minimum Skills and Experience Required

Technical Expertise

Strong knowledge of IT infrastructure, including servers, networks, and cloud services. Microsoft Azure, SharePoint, Office365, Purview, exposure to AI technologies.

Leadership

Ability to manage third party teams in providing BAU IT and Security services.

Problem-Solving

Strong analytical and problem-solving skills, with the ability to troubleshoot complex and varied IT issues including communications, software, and hardware issues.

Communication

Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.

Project Management

Experience managing IT projects from inception to completion.

Customer Service

Strong focus on customer service and user satisfaction.

Supplier Management

Experience managing relationships with IT vendors and service providers.

Budgeting

Pro actively managing cloud infrastructure and licenses in order to optimise costs on an ongoing basis.

Compliance

Knowledge of IT compliance and security standards such as ISO27001, NIST 2.0, COBIT, and regulations such as GDPR and DORA. Familiarity with Information Governance principles such as data classification and retention rules.

Industry Experience

Ideally have experience of working in insurance/financial services/regulate industries and fast paced environments.

Reporting and Data Analysis

Ability to utilise tools like SQL, Tableau, PowerBI and/or Microsoft Excel incl pivot tables, to analyse and organise information in to meaningful outputs.

Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: At least 8 years of experience in IT operations & strategy. Regulated Entities experience a bonus.
• Industry Certifications: Relevant certifications such as ITIL, PMP, CISA, CISM or CISSP an advantage.