The Department “IT Service Management” provides an independent view on the performance of IT service delivery units. This includes monitoring of IT services, delivery and support processes, management of escalation as well as performance reporting for customers. IT Service Management also defines and implements ITIL- and operational procedures, but also provides a SIAM (Service Management and Integration) tooling strategy as well as an integrated SIAM tool set.The section “Service Operations” drives the performance of the IT service delivery to the business units and accordingly provides an operational status. The group is responsible for the management of major incidents including escalations, the initiation of task forces incl. communication and root cause analyses as well as continual service improvements in collaboration with the Service Delivery- or Application units. As an Incident & Problem Manager you gain a holistic overview of the Munich Re IT landscape and have interfaces with many units in the global IT organization. In addition, you will be involved at an early stage in the resolution of operational disruptions and drive root cause analysis, as well as sustainable service improvements.Your Role:Enabling of service restoration incl. classification, prioritization and documentation of major incidents by driving of task forces and communication of results according to global process guidelinesTracking of delivery issues and identified mitigating actions across IT Services, IT Providers and other IT Units derived from Incident- and Problem recordsManagement and monitoring of operational key metrics (SLAs, KPI trends) and identification of adjustments from a customer resp. user perspectiveReal-time stakeholder communication of major incidentsProactive identification of performance deterioration (Proactive Major Incident- and Problem Management)Driving of root cause identification and tracking of permanent fix implementations or continual service improvementsContinuous collaboration with Service- and Application Owners and ITIL Global Process Owners, regarding performance issues, scheduled service improvements and planned activitiesProviding support with the implementation of agreed remedies and preventative measures incl. reporting regarding the current state of incidents and problems.Provision of IT service reports i.e. incident statistics, problem management data and root cause analysis for operational reviewsDefinition of requirements and instrumentation for reporting, monitoring and operational management capabilities of IT applications and IT systems. Work with IT architecture and build teamsYour Profile:Wide operational Major Incident- and Problem Management experience in a global IT environment.Practical knowledge of Change Management processesSound IT infrastructure experience as well as quality and results orientation. IT application development knowhow helpfulExperience in managing external service providersITIL knowledge (at least Foundation, ITIL Expert V3/ Managing Professional V4 desirable)Practical project management experienceOutstanding ability to think in a global meta-organizational, networked mannerStrong planning, coordination and organizational skillsSelf-confidence, assertiveness, commitmentUniversity degree in IT or business information management or equivalent qualificationOur Benefits:Flexible and hybrid working arrangementsGenerous annual leave allowanceComprehensive dental, life and health insurance coverage
