IT Service Manager with Project Management

Náplň práce, právomoci a zodpovednosti:
At Swiss Re, technology and service excellence enable our business to operate efficiently and deliver value globally. We are looking for a proactive and customer focused IT Service Manager with Project Management to drive service quality, operational excellence, and continuous improvement across our Group Functions technology landscape.

This role combines IT Service Management with Project Management responsibilities.
You will act as a key connector between business stakeholders, IT teams, and external service providers, ensuring high-quality service delivery while also leading service improvement initiatives and projects of varying complexity and scale.

Success in this role requires strong stakeholder management, structured problem-solving, and the ability to coordinate diverse teams to deliver sustainable outcomes. You will have the opportunity to influence service performance across the organization while driving projects that improve our application landscape, processes, customer experience, and operational efficiency.

What You'll Do

Drive Service Quality Excellence
• Ensure adherence to Incident and Problem Management and related IT Service Management processes across supported services.
• Monitor service quality and operational performance, proactively addres high-priority issues, recurring service challenges and overdue incidents.
• Facilitate effective resolution of service issues, with a strong focus on customer experience and sustainable outcomes.
• Analyze and communicate service performance trends, supporting data-driven decision making and continous improvement initatives.
• Promote consistent service governance and operational excellence.

Manage Service Performance
• Monitor and evaluate service performance at organizational and squad level against agreed KPIs and SLAs, identifying continous improvement opportunities.
• Support regular service reviews and performance reporting with vendors and stakeholders.
• Identify service gaps and coordinate corrective actions with relevant stakeholders and service providers.
• Build productive relationships with internal and external IT service providers and act as a key coordination point between delivery teams and service providers

Manage Projects & Lead Service Improvements
• Lead and coordinate small to medium-sized projects and service improvement initiatives from planning through execution and implementation.
• Manage larger projects and coordinate stakeholders across multiple teams.
• Drive implementation of process and governance changes and operational excellence initatives across the organization.
• Support service change adoption and transition of project deliverables into operational support.
• Identify opportunities for automation, process optimization, and service enhancement to improve customer experience and operational efficiency.

Požiadavky na zamestnanca:
Required Qualifications
• Experience in IT Service Management, IT Operations, or a related area.
• Understanding of Incident and Problem Management processes.
• Experience working with ticketing platforms such as ServiceNow or similar tools.
• Experience supporting projects or service improvement initiatives.
• Customer-oriented mindset with a focus on service excellence.
• Excellent stakeholder management and communication skills.
• Strong written and spoken English.
• Ability to work independently, prioritize effectively, and drive tasks to completion.

Nice to Have
• Exposure to ITIL practices or certifications, as well as PRINCE2 or similar.
• Familiarity with reporting and data visualization tools such as Power BI.
Why Swiss Re?
• Be part of a leading global reinsurer and technology-driven organization.
• Gain exposure to enterprise-scale service management and vendor governance.
• Collaborate with colleagues and stakeholders across multiple countries and cultures.
• Contribute to meaningful service improvements that impact the entire organization.
• Grow your career in an environment that values learning, innovation, and collaboration.
• Enjoy a flexible and inclusive workplace with hybrid working arrangements.