IT Services Run Team Leader

Job description

Join our team. Your future starts here. Swiss Life Group is one of Europe’s leading comprehensive life, pensions and financial solutions providers. Within the Group’s International Division and with its two business lines, Swiss Life Global Solutions offers a broad range of tailored cross-border life insurance solutions to wealthy individuals for a suitable integrated wealth planning ( Global Private Wealth Solutions ) and to international companies to address the benefits needs of their local and mobile employees ( Global Employee Benefits Solutions ). Swiss Life Global Solutions is located in Luxembourg, Liechtenstein, Zurich and Singapore. At Swiss Life, our purpose is to enable people to lead a financially self-determined life . Join us if: you enjoy working in a truly international and entrepreneurial environment you have strong business acumen and are able to think consistently from the customer’s point of view you are willing to work in an efficient, committed and agile manner, in the best interests of our company collaboration, trust and self-development are key elements for you in your future position. Your Role IT Services (ITS) is responsible for running, securing and evolving the IT landscape of Swiss Life Global Solutions across two entities and six countries, ensuring reliable, secure and consistent IT services delivery. Accountable for all ITS Run activities across Swiss Life Global Solutions entities, this role ensures that day-to-day operations, field services and Service Desk run smoothly, reliably and consistently. Your Responsibilities include: Operations management Own day-to-day operations Line manage the ITS Run team Ensure operational continuity and SLA compliance across all sites Be the primary escalation point for IT Production issues Field Services & Proximity coordination Oversee field & proximity services across all sites (standards, procedures and tooling consistency) Ensure field teams participate in dailys and are aligned Service Desk control Own the Service Desk scope Ensure operational stability Ensure L1 quality and appropriate L2 escalation for issues the Service Desk cannot resolve Work with external Service Desk coordinators on SLA tracking and ticket analytics ITS Managed services (operational) management: Lead Service Delivery quality, report performance to head of ITS Monitor SLA execution and flag deviations, escalate contract issues to head of ITS Incident & problem follow-up Team leadership and development Manage, develop and motivate a team of experienced professionals Set clear objectives, run regular 1:1s and support individual growth Build operational autonomy within the team Your Profile Recognized experience in IT production management Good understanding of security challenges, threats, and their impact on IT operations Proven experience managing multi-site or multi-country field and operations teams Strong understanding of outsourced IT models Experience with Service Desk operations and ITSM frameworks (ITIL is a must) High level of ownership and accountability Consistent interpersonal and leadership skills, able to manage experienced professionals Proven experience collaborating with business application owners and application managers Experience managing vendor relationships Business fluency in English, French is an asset Based in Luxembourg, this role requires occasional business travel across the organisation's sites in the Netherlands, Switzerland and other entity locations Our Offer A varied work within a multicultural team where you can shape your career A company culture characterized by its agility, expert know-how, customer-centricity and collaborative mindset After trial period, home working is possible according to our internal rules An attractive remuneration package in line with your position and responsibilities, including fringe benefits such as lunch vouchers, pension scheme and additional health insurance Please note that a criminal record extract and a copy of your diplomas will be required in case of hiring.