Service Manager IT Delivery (m/f/d)*

Successful candidates must be prepared to relocate to the specified job location in the job posting and will be employed directly under the hiring entity’s contractual terms.

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.

User Experience & Support serves as both the face of IT to the end-user, and the voice of the end-user to IT. We are driven by a relentless focus on end-user experience, leveraging continuous service improvement strategies that are measurable, scalable, and actionable - including automation, modernization, process efficiencies, self-service, training, communications, and any other avenues we may discover that can bring value and a better experience.

As a member of the User Experience & Support Team you will help deliver quality, globally consistent, and cost-effective IT support services to our worldwide end-user population. You will help drive quick, effective resolution of service process issues and be responsible for IT’s knowledge assets. Your role is integral in the connection between IT support groups and end users and will help shape the future of IT support operations.

Your Job

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

• Ensure that My IT Support service performance for Munich Re consistently meets or exceeds agreed service levels (SLA’s), OLA’s, and user experience levels.
  Serving as a primary point of contact for Munich Re business units 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
• Driving monthly Support service review meetings covering performance, service improvements, quality and project impact
• Identifying and proactively make recommendations for service improvement; ensure actions are followed through to completion in a timely manner
• Providing guidance and advice in terms of IT Service Delivery processes and available technology
• Interacting with IT Service Delivery teams to evolve IT standards and end user experience
• Acting as a key contributor to IT quarterly service reviews, service contracts (SDO) and budget planning
• Managing local processes (I.e., starters, leavers and movers) and coordinate appropriate internal peer groups and external third-party suppliers
• Working with internal and third-party teams to ensure actions are taken and completed to protect and improve services

Your Profile

• 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
• Excellent German (Minimum C1) and fluent English skills, both written and spoken.

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 16,000 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
Korbinian Rentsch
Talent Acquisition Partner