IT Service Manager, Service Delivery

**IT Service Manager, Service Delivery - Global Support**:Career Level 3

**Location**Singapore, Singapore

Munich Re is one of the world’s leading providers of reinsurance, primary insurance, and insurance-related risk solutions.

As the IT Service Manager, you will represent IT Service Delivery to the business and be the 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 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.

Your job
- 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

**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 - certificate in Project Management preferred but not essential
- Experience interfacing with 3rd parties and outsourced managed service providers
- Knowledge of ITIL disciplines & ITIL certified (preferred)
- 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
- Exposure to Microsoft technology & techniques and Service Now

About us

Find out **Who we are, What we do, Our Strategy and How we can Support** & **Reward** you

Our business model is based on the combination of primary insurance and reinsurance under one roof. We take on risks worldwide of every type and complexity, and our experience, financial strength, efficiency and first-class service make us the first choice for all matters relating to risk. Our client relationships are built on trust and cooperation. If you would be interested in helping shape the future as part of one of our teams, we look forward to hearing from you.

At Munich Re, we embrace, and value, the interaction of diverse backgrounds, experiences, perspectives and thought. This interaction is our foundation. Of our open culture and spirit of partnership. Of how our teams are built and cultivated. Of how we are supported and developed. And at the centre of this interaction is each of us.