Job Description

Service Manager: Support Service Desk & Onsite Support (Service Delivery)

Career Level 3
Location
Singapore , Singapore
The Service Manager role is an integral member of the global Support sub-tower within Service Delivery. This position is responsible for operational management oversight for specific services with outsourcing vendors including service desk and onsite support. It governs vendor service level performance on a daily basis to ensure key operational performance indicators are met. It requires strong technical knowledge of relevant technology disciplines, and how these technologies interact within the overall IT landscape. The position requires service level management skills and an ability to translate technical requirements for sourcing solutions to be delivered. While it is an Asia-Pacific focused position, global collaboration and alignment is a key success factor. Your job

• Works closely with other Service Manager(s) within and outside the global Support operations and performance unit.
• Provides operational oversight of vendor performance for specific services including service desk, onsite support, hardware procurement and asset management.
• Ensures the external provider delivers secure operations and services across all Munich Re locations.
• Reviews overall key performance indicators for services that are defined on a daily basis.
• Leads regular meetings and performance evaluations of the responsible services on a regional and global basis.
• Performs key escalation of issues when operational issues occur to management and with the vendor.
• Drives the vendor and support teams to resolve the issues and requests as per service level agreements.
• Develops new and changing technical operational requirements, delivery procedures and operational practices.
• Supports the development of Statements Of Work, analyses and presents vendor solutions to IT stakeholders.
• Supports the audit processes as required.
• Assists management with budget planning and tracking.
• Provides support to projects assigned by management.
• Supports disaster recovery activities as required.
• Ensures adherence to company policies and procedures; and aligns with Information Technology Infrastructure Library (ITIL) and Knowledge Centred Service (KCS) standards.
• Performs other duties as assigned or required. Backups other Support Service Managers and IT Operations Specialists as needed.
• Maintains current knowledge of industry trends and potential impact on the support industry.

Your profile

• Excellent oral and written communications skills to a wide audience (e.g. users, stakeholders, MR IT management and staff)
• Strong vendor management skills
• Proficient in managing the diverging interests of various stakeholders
• Able to present technical aspects to management to drive decisions
• Project management skills for small to medium technical projects
• Understand service based IT management concepts
• Strong customer service skills
• Independent work ethic
• Cultural awareness and willingness to work as part of an international and diverse team
• Strong numerical acumen to maximize service delivery while adhering to budget plan
• A minimum of 7yrs experience in supporting an enterprise IT infrastructure services
• 3+ yrs of technical skills in relevant Support services (service desk, onsite support, asset management)
• 3+ yrs managing IT Enterprise vendors dealing with service level structures
• 3+ yrs of experience with IT control frameworks is a plus (i.e. COBIT, SOC 1-2)

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.

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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.