We are currently seeking a Unified Comms Service Owner to be a part of our team, to manage the unified communications (UC) suppliers with the Aviva estate.

Conference technology is key to our more extensive use for remote collaboration and event updates (uncuts etc). The role is challenging but rewarding and we need your experience/skills to identify and deliver areas of improvement in supplier performance and facilitate the inclusion of those improvements both contractually and with the supplier. By ensuring services are delivered correctly by our third-party service providers, that they meet the business requirements and that their service performance meets or exceed the SLA agreed.

As the Unified Comms Service Owner, you will build and maintain key relationships with the UC third party service providers, internal stakeholder teams (Exec-Support, Events Team, wider business teams) and supplier performance and oversight teams to ensure the services are understood and the value to the business is used as much as possible.

Responsibilities within the role:

• Work with architecture and 3rd party suppliers to develop realistic roadmaps

• Support internal and external audit to validate supplier compliance and address/facilitate recommendations raised

• Maintain a supplier risk register, holding risks owners to account for their assessment, remediation actions and closure

• Collaboration across multiple disciplines - CISO, senior business leaders, commercial team - to build robust proposals and solutions

• Establish current and long-range objectives, plans and policies for UC

• Technology strategic planning and the development and implementation of communications technology initiatives to enhance the business

• Manage day to day the performance of the suppliers to meet or exceed contractual obligations, service levels and key performance indicators including the management of escalation of issues

• Work with suppliers and internal teams to achieve greater integration of streaming systems into our conferencing systems.  e.g., integration of IM and contact centre agents (introduction of teams integrating with Five 9 for presence and call flows)

• Regularly attend supplier service meetings and liaise with CIO, Service management and other business stakeholders

• Manage the overall service performance of GIO suppliers to meet or exceed contractual service levels and key performance indicators.

• Capture and evaluate all risks from vulnerability management to ensure any risks to the business are captured, escalated and mitigation plans in place

• Ensure correct levels of support are in place for major events (Results Day Etc) across all suppliers and internal teams – for a seamless delivery

• Bring technical insights to any incident, project or business engagement

• Ensure suppliers support operational resilience and critical regulatory requirements

• Drive continuous improvement and innovation opportunities to optimise contract value and/or improve governance

• Lead and develop service improvement plans based on performance metrics

Skills and experience required:

• Experience working with IT UC systems – Teams, Webex, Kollective

• Microsoft 365 Certified: Teams Support Engineer Specialty

• AV systems

• Be technically astute with in-depth knowledge of IP and UC technologies

• Bring technical insights and knowledge to troubleshooting situations

• Good planning and organising skills

• Good communication and relationship building skills – ability to build and maintain positive relationships with stakeholders and the wider business

• Good analytical skills  

• Good understanding with budgeting and planning processes

What will you get for this role?

• Salary up to £60,000 depending on location, skills, experience, and qualifications

• A generous defined contribution pension scheme

• Annual performance related bonus and pay review

• A holiday allowance of 29 days plus bank holidays and the option to buy/sell up to 5 additional days

• Up to 40% discount for some Aviva products through “My Aviva Extras” plus discounts for Friends and Family (some exclusions apply)

• Excellent range of flexible benefits to include a matching share save scheme

Working at Aviva

At Aviva, we’re people with a purpose. To be with you today, for a better tomorrow.

We bring this to life by ensuring risk handling is at the heart of the way we all work. We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take ownership, and who make good decisions.

The way we do this is important too. We always ‘Care More’. It’s our thing. We’re all about our people – that’s you – so we can be pretty flexible. If you want to work from home some of the time or change your hours so you can pick up your kids or care for someone in your family, we’re very open to that. In fact, we don’t advertise roles as either part or full time, because we know each person has different needs, just as each business area has different needs. So, it’s up to you to discuss working hours during your interview.

We care deeply about being inclusive and that means we encourage applications from people with a diverse group of backgrounds and experiences. We want our employees to bring their whole self to work and that starts with you.

We interview every disabled applicant* that meets the minimum criteria for the job. Once you’ve applied, please send us a separate email stating that you have a disclosed disability, and we’ll make sure we interview you.

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Lacey Lane Mckoy a call on 0207 255 0884 or send an email to lacey.lane-mckoy@aviva.com

*As defined in The Equality Act 2010*. By ‘minimum criteria’ we mean you should provide us with evidence which demonstrates that you generally meet the level of competence required and have the qualifications, skills or experience defined as essential to perform the role.