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IT Delivery Manager

Location Manchester, United Kingdom Job type Full-Time Work mode Hybrid Job level Professional Job ID 10795 Company Munich Re Specialty - Global Markets Employment type Regular Area of expertise Information Technology
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All locations Manchester, United Kingdom; London, United Kingdom;

Responsibilities:

  • 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 minimised 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 

Knowledge and Skills

  • 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 organisational, prioritisation 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

If you are excited about this role but your experience does not align perfectly with everything outlined, or you don’t meet every requirement, we encourage you to apply anyway. You might just be the candidate we are looking for!

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Your Benefits

With us, you get more than just an exciting job. Enjoy a wide range of employee benefits tailored to your wellbeing and development. Please note that regional differences may apply.

Competitive Salary

We provide fair and competitive compensation that reflects your performance and commitment.

Company performance-based Incentives

In addition to your salary, our variable compensation approach allows you to share in Munich Re's success.

Recognition and Special Rewards

We recognise outstanding individual contributions through a variety of targeted rewards and incentives.

Retirement Planning

We support your long-term financial wellbeing with retirement solutions aligned with local regulations.

Inclusive Workplace Culture

We foster a respectful, inclusive, and values-driven environment.

Learning & Development

We offer tailored learning opportunities with a strong focus on core skills and business-critical knowledge.

Work-Life-Balance

Supporting your ability to balance family, leisure, and your career.

Health & Wellbeing

We support your physical and mental health through a range of programs and activities in each location.

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