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- Tasks: Lead IT service delivery, ensuring top-notch performance and user satisfaction.
- Company: Dynamic tech company focused on innovation and collaboration.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Why this job: Be a key player in enhancing IT services and user experiences.
- Qualifications: Proven service management experience and strong leadership skills.
- Other info: Join a supportive team that values initiative and personal development.
The predicted salary is between 36000 - 60000 £ per year.
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 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.
- Manage 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 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.
- 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.
- Able to demonstrate initiative and a proactive approach to daily tasks.
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!
Senior Service Manager employer: Munich Re
Contact Detail:
Munich Re Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your responses to show how your experience aligns with their values and needs. Remember, it’s all about showcasing how you can drive service improvement!
✨Tip Number 3
Practice your communication skills! Whether it's verbal or written, being able to articulate your thoughts clearly is key. Role-play common interview questions with a friend to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining us. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start.
We think you need these skills to ace Senior Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Service Manager. Highlight your experience in service management, especially any achievements related to SLAs and user experience. We want to see how you can drive service improvement!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT service delivery and how your skills align with our needs. Don’t forget to mention your leadership experience and how you’ve built relationships across teams.
Showcase Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your written communication skills. Keep it clear, concise, and professional. We love candidates who can articulate their thoughts well!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Munich Re
✨Know Your SLAs Inside Out
Make sure you understand the service level agreements (SLAs) and operational level agreements (OLAs) relevant to the role. Be prepared to discuss how you've previously ensured that service performance meets or exceeds these levels, as this will show your commitment to service excellence.
✨Showcase Your Communication Skills
As a Senior Service Manager, you'll need to communicate effectively across various levels of the organisation. Prepare examples of how you've successfully managed relationships and communicated IT matters to both technical and non-technical stakeholders. This will demonstrate your ability to be an ambassador for IT.
✨Be Ready to Discuss Service Improvements
Think about specific instances where you've identified service improvements in your previous roles. Be ready to share these examples during the interview, highlighting your proactive approach and the positive impact these changes had on user experience and service delivery.
✨Prepare for Conflict Resolution Scenarios
Given the nature of the role, you may face conflicts or escalations. Prepare to discuss how you've handled such situations in the past, focusing on your conflict resolution skills and ability to maintain a calm and professional demeanour under pressure.
