End User Delivery Manager

About us

At Munich Re Specialty – Global Markets (MRS-GM), it is our ambition to become the leading Primary Specialty Insurance provider, underpinned by an effective and adaptable strategy, superior products and industry leaders working in a supportive environment to achieve this.  

At the heart of our success is a strong culture where people are encouraged to be present, bold and curious, allowing them to achieve their individual goals.  

Please see our website for more information.

IT Delivery Manager

We are currently looking for a IT Delivery Manager to be based in Manchester on a full-time basis, reporting into the Head of Subsection – End User Delivery Management

As the IT Delivery Manager, you will serve as the face of IT / Infrastructure & Operations to the business and voice of the business/end users back to IT / Infrastructure & Operations. This is an internal end user facing role that oversees several key service delivery functions to ensure delivery of high-quality support services to our end users.

Overall Objective

As the IT Delivery Manager, you will serve as the face of IT / Infrastructure & Operations to the business and voice of the business/end users back to IT / Infrastructure & Operations.

This is an internal end user facing role that oversees several key service delivery functions to ensure delivery of high-quality support services to our end users.

The IT Delivery Manager must possess exceptional communication skills and be able to maintain strong relationships with business and IT stakeholders at all levels and must be able to manage expectations in support of My IT Support standards, including agreed SLA’s, OLA’s, XLA’s and project objectives.

Responsibilities

•    Ensure that My IT Support service performance consistently meets or exceeds agreed service levels (SLA’s), OLA’s, and user experience levels. 
•    Serve as a primary point of contact for business escalations related to IT Service Delivery, and engage with all relevant IT Service Delivery teams as required for resolution
•    Be an ambassador for IT, working across the business to provide effective communication on IT matters, active promotion of IT offerings and build relationships with other teams to ensure effective dialogue between departments 
•    Champion for local office with respect to Service Delivery projects, including understanding local business entity impact and ensuring service impact is minimized and understood
•    Drive monthly Support service review meetings covering performance, service improvements, quality and project impact
•    Identify and proactively make recommendations for service improvement; ensure actions are followed through to completion in a timely manner
•    Provide guidance and advice in terms of IT Service Delivery processes and available technology
•    Interact with IT Service Delivery teams to evolve IT standards and end user experience
•    Act as a key contributor to IT quarterly service reviews, service contracts (SDO) and budget planning 
•    Oversee local processes (i.e., starters, leavers and movers) and coordinate appropriate internal peer groups and external third-party suppliers
•    Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services  

Knowledge and Skills

•    Experienced Service Management professional with strong IT service delivery background
•    A passion for driving service improvement and exceptional end-user experience 
•    Excellent leadership and people management skills 
•    Exceptional relationship management (virtual and onsite) and communication skills (written and verbal) at all levels (c-suite to front line end-users)
•    Excellent customer service skills 
•    Strong organizational, prioritization and time management skills 
•    Experience interfacing with 3rd parties and outsourced managed service providers 
•    Knowledge of ITIL disciplines
•    Deep understanding of operational impacts from business and IT change  
•    High proficiency in handling conflicts and escalations   
•    Proven experience leading virtual teams  
•    Willingness to support and mentor junior staff  
•    Able to work under pressure and meet deadlines 
•    Able to demonstrate a high degree of flexibility including working outside of normal business hours to support global team needs
•    Able to manage sensitive and confidential information 
•    High degree of self-motivation and ability to take responsibility 
•    Able to demonstrate initiative and a proactive approach to daily tasks

Diversity, Equity & Inclusion

At Munich Re, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed.

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.

Learning and innovating today, striving for sustainable societies and business tomorrow

At Munich Re Specialty – Global Markets our approach to ESG is underpinned by our desire to seize business opportunities and to nurture a stimulating and inclusive work environment. Our ESG strategy aims to deliver holistic impacts across environmental, social and governance topics including supporting a number of local initiatives within our community and offering volunteering opportunities for colleagues.

Learn more about sustainability at Munich Re – choose your impact! 

Benefits

• 25 days Annual Leave + Bank Holidays
• 10% Non-contributory Pension
• Eligibility for an Annual Bonus
• Private Medical + Dental Insurance
• Critical illness insurance + Life Assurance + Permanent Health Insurance
• Wellbeing and Development Scheme + EAP + Health Assessments (subject to scheme eligibility)
• Electric Vehicle Salary Sacrifice Scheme
• Study & continuing Professional Development Support
• Hybrid Working + IT Home Set-up Support

#BePresent #BeBold #BeCurious