Title:  IT Service Manager Global Networks (m/f/d)*

This role will be part of the Infrastructure Operations Tower for Group Technology (IT 1.8), which is responsible for delivering stable, cost-effective operational services for IT infrastructure and in-scope applications, including onsite IT and provider management. The Tower focuses on continuous optimisation, standardisation, and automation to enhance service delivery and operational efficiency.

The role of IT Service Manager will be responsible for the Global Network Functions that enables the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs focused on Network Circuits and SD WAN. This includes the coordination of contracted ESPs (External Service Provider) in order to ensure high quality within the services provided.

This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the Network team to achieve those expectations to a high standard. This position is part of an international team of Service Managers in EMEA, America and APAC covering Network services.

In this role you will work in partnership with Network Service Operations, Incident/Problem Management, other IT Delivery groups and vendors to deliver a service aspiring for operational excellence. You will work to continually improve Network services delivery and vital processes in conjunction with the Network Functional leadership team. You will be responsible for the Network Functions business operations including budget management, forecasting and reporting.

Your Job:

• Overall responsibility for the whole service life-cycle for the aforementioned infrastructure services (including the definition of operational processes, KPIs and Service Level). Preparation and administration of respective contractual documents.
• Engagement in the respective ITSM processes (Incident, Problem, Change) for the services in your responsibility
• Participate in all regular service related meetings and performance reviews focusing on the contractually agreed deliverables with the ESP
• Consistent monitoring and analysis of the service in your responsibility and identification of potential for service optimization
• Coordinate the transition of service changes, extensions as well as new products and services
• Participate and manage escalations related to the services you are responsible for in cooperation with the other regions applying a “follow the sun model”
• Manage and maintain all relevant Controls, Security Processes, and Vulnerability management for the responsible services.
• Investigation of issues and opportunities in existing processes and work practices. Work as part of a team to recommend solutions, demonstrating logical thinking, information analysis, consideration of feasibility and operational impact.
• Maintenance and Update of Key Performance Indicators including submission as part of corporate and departmental performance reporting.
• Financial Forecasting and Planning submissions. Collation and presentation of financial submissions as part of the Annual Budget Cycle including identification and reporting of risks.
• Work closely with internal business partners and stakeholders to drive adoption and implementation of global standards, processes and programs.
• Ensure Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are in place with both external and internal teams.
• Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed, inventory gathering and management.
• Reporting and tracking of open Audit and Compliance finding’s to ensure timely remediation and reporting
• Gather requirements for reporting, rationalise existing tools and ways of working.
• Support multiple Strategic Programmes through its Planning and Delivery phases.

Act as custodian of the strategic relationship with third party by ensuring strong governance and working with key SME's to ensure compliance against relevant internal standards and policies.

Your Profile:

• Experience in previous involvement in one of the stages of the development life cycle or in a service management support activity
• Demonstrates meticulous attention to detail, strong organisational skills, self-starter aptitude and is an effective communicator
• Experience with budget management
• Experience of working independently and with teams to drive forward projects using your own initiative
• Has a good knowledge and understanding of IT concepts and architectures, coupled with some knowledge of problem management and the principles and processes of implementing and delivering IT services
• Shows aptitude for handling and managing problems arising from incidents in the operation of information systems
• Has the ability to make appropriate technical decisions, initiating action to resolve operational problems
• The individual must have the ability to communicate effectively across multiple technical and non-technical business units, as well as across other geographies
• Strong analytical and research skills including critical thinking, organisational and problem-solving skills
• Extremely versatile and dedicated to efficiency and productivity
• Experience in planning and leading strategic initiatives
• Proven track record of effectively interacting with senior management
• Ability to work strategically and collaboratively across teams
• Strong vendor management skills

Application Instructions

Please apply through our online portal and upload your CV, as well as your academic reference letters, including school certificates, graduation certificates and transcripts of record for any degrees. If applicable, please also submit reference letters from any previous employers or certificates from any other qualifications you may have. We recommend writing a cover letter to tell us more about why the position and Munich Re is of interest to you.

About us:

As the world's leading reinsurance company with more than 11,000 employees at over 50 locations, Munich Re introduces a paradigm shift in the way you think about insurance. By turning uncertainty into a manageable risk we enable fundamental change. Join us working on topics today that will concern society tomorrow, whether that be climate change, major construction projects, medical risk assessment or even space travel. 

Together we embrace a culture where multiskilled teams dare to think big. We create the new and the different for our clients and cultivate innovation.

Sounds like you? Push boundaries with us and be part of Munich Re.

Our employees are our greatest strength. That’s why we offer them a wide range of benefits. You can find some examples below.

Unlock your potential

• Diversity, Equity & Inclusion: we embrace the power of differences and are convinced that diversity fosters innovation and resilience and enables us to act braver and better.
• Continuous Learning: we believe that continuous learning is a key differentiator and critical for building new skills and accelerating growth.
• Career Mobility: we actively support career mobility, and our strong global and regional presence offers a wealth of career growth opportunities for you.

Rewards & Recognition

• Competitive salary: appropriate compensation for your high level of commitment.
• Retirement provision: state of the art in-house pension solutions.
• Work-life balance: promoting the compatibility of family and work in addition to overall work-life balance.
• Health management: focus on your physical and mental health far beyond legal requirements.
• Hybrid working: living the best of both worlds – we offer you a very flexible approach as well as the opportunity to work from abroad on an occasional basis.

* Munich Re not only stands for fairness with regard to its clients; it is also an equal opportunities employer. Severely disabled candidates will also be prioritized, if equally qualified. 

Münchener Rückversicherungs-Gesellschaft
Katharina Schlechter

HR Consultant