Senior Service Delivery Manager for Endpoints

hace 4 semanas

Madrid, España Swiss RE A tiempo completo

You could be a part of the Digital Workplace team in Group Technology Services (GTS) working in a dynamic and agile environment where motivated and self-driven people thrive. Your challenge would be to manage all Digital Workplace service delivery and integration processes in the Endpoints area. You would be responsible to provide the best Digital Workplace experience for our customers.

**About the Role**

As a Senior Service Delivery Manager, you would:

- Manage all Digital Workplace service delivery and integration processes (including incident and problem management, service requests, change and escalation management, E2E performance management, relationship management) in partnership with service providers and delivery teams.
- Ensure high quality of operational service and high levels of performance for Digital Workplace services, based on service metrics and customer experience insights, including related steering and oversight of service providers and delivery teams.
- Oversee and manage the quality of delivery of external service providers to ensure that objectives and service levels are met and internal regulations are complied with.
- Take ownership of Major Incidents to ensure coordination of resolving parties, effective and transparent communication to stakeholders, and mitigation against future reoccurrence.
- Steer and drive partnerships with service providers and delivery teams (internal and external) to transform Digital Workplace operations into a lean, automated and industrialised service delivery model, driven by data analytics and customer experience insights, and underpinned by agile and DevSecOps practices.
- Together with respective Product Owners, ensure that future demand from growth and new services is understood and factored into budgets, capacity plans and vendor resources.
- Further develop and evolve all aspects of service operations and management, including agile resource management, and advise and steer Product Owners and delivery teams on the same.
- Manage overall governance, risk management and controls assurance activities for Digital Workplace services, driving the policies, standards and processes.
- Implement continuous service improvements in Digital Workplace operations and ensure actions are followed through to completion in a timely manner.

**About the Team**

**About You**

You are passionate about operational excellence and known by a positive "can do attitude". With proven experience in the transformation of IT operations to an agile, cloud-based environment based on DevSecOps, you have driven continuous improvement in service operations integration and management centred around the customer experience.

Essentials
- Master’s degree in IT, Business Administration, or similar
- Several years of experience in a similar IT-related role within a large enterprise in a tightly managed environment, including strong knowledge of the following Windows-based technologies and concepts:

- Microsoft System Center Configuration Manager
- Windows Group Policies
- Microsoft Defender for Endpoint
- Endpoint security (networking, compliance)
- Virtualization technology (virtual desktops)
- Strong understanding of IT service management processes and technologies
- Experience in managing highly-secure environments (managing security requests from cybersecurity teams and managing vulnerabilities)
- Experience in managing service providers based on customer-centric metrics such as XLAs
- Working experience in agile delivery methods, especially Scrum and Kanban

Nice to Haves
- Initiative to drive topics on your own, strong team player with a critical results-oriented attitude
- Analytical, innovative and determined personality with structured delivery-focused working mode
- Strong communication skills with stakeholders across all levels of an organisation, with excellent command of English
- Flexible and adaptable in a changing and challenging environment; working well under pressure, and able to think ‘out of the box’ when unexpected or unplanned events arise
- Preferred knowledge of Power BI, Power Automate and Power Apps

**About Swiss Re**

Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or men

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