Senior Service Delivery Manager for Microsoft 365 Cloud Services
Are you passionate about driving operational excellence in Digital Workplace solutions? Join Swiss Re's dynamic team as we transform how 14,000+ global employees connect, collaborate, and innovate through cutting-edge Microsoft 365 Cloud Services. This role offers an exciting opportunity to lead service delivery for our Workplace Foundation area, including M365 platform, Messaging services, Governance, Compliance and Regulatory controls, and the emerging field of Workplace GenAI.
About the Role
As our Senior Workplace Service Delivery Manager, you'll be at the forefront of managing operational delivery, governance, compliance, and risk management for our Digital Workplace Foundation. You'll drive excellence through vendor relationships, stakeholder management, and deep technical expertise in Microsoft Cloud platforms, GenAI and IT Compliance and Governance topics, while ensuring our services meet the highest standards of quality and security.
Key Responsibilities
Guarantee service delivery excellence through comprehensive incident, change, service request, and problem management
Ensure high-quality Workplace Foundation services based on service metrics and customer experience insights
Actively steer and oversee service providers and delivery teams to meet objectives and agreed service levels
Maintain compliance with Swiss Re security standards and regulatory requirements
Drive continuous improvement of Digital Workplace services through proactive and retroactive measures
Transform the Digital Workplace into a lean, automated, cost-efficient and evergreen service delivery model
Implement modern practices including agile methodologies and DevSecOps
Prepare services to respond quickly to future demand growth and new requirements
Manage governance and risk for Digital Workplace services, driving policies, standards, and compliance
Collaborate closely with service providers, product delivery and engineering teams
About the Team
We in Digital Workplace (DWP) set out to make it easy for more than 14,000 employees to seamlessly connect with people, ideas and expertise within and beyond Swiss Re.
The key to success is to ensure we understand business needs of our internal clients and identify where we can benefit from the relevant technology and focus on how people will adopt such changes. To support this, we are also redefining the way we work. DWP is an early adopter of agile methodologies and agile leadership within Swiss Re. We truly welcome professionals with passion and experience to join us on our journey and use their skills in helping us be successful.
About you
You thrive in complex, fast-paced environments and are known for your positive "can do" attitude. You're comfortable challenging the status quo while maintaining strong collaborative relationships. With your passion for operational excellence and adaptability, you enjoy tackling new requirements and topics regularly. You bring significant experience in service delivery roles and have a proven track record of successful operational management in enterprise environments.
We are looking for candidates who meet these requirements:
Minimum 10+ years of total IT experience with at least 3+ years in a similar service delivery role, ideally in highly secured and regulated environments
Strong knowledge of M365 platform and Messaging services, including related security and compliance capabilities such as Microsoft Purview and Defender toolset
Understanding of Security and Vulnerability Management, Identity and Access Management, as well as provisioning, authorisation, and authentication concepts
Proficiency with data analytics (preferably Power BI) and process automation tools (preferably Power Apps, Power Automate, and Copilot)
Comprehensive understanding of IT service management processes and supporting tooling and technologies
Experience in managing service providers based on customer-centric metrics such as XLAs
Fluent English and excellent communication skills at all organizational levels
These areadditional nice to haves:
Experience in a global enterprise, preferably in the insurance and financial sector
Expertise with eDiscovery, Compliance Capture, and Risk Management methodologies
Experience working with agile SCRUM methodology
Knowledge of emerging workplace technologies and trends
We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.
For Madrid the base salary range for this position is between [EUR 60.000] and [EUR 100.000] (for a full-time role). The specific salary offered considers:
* the requirements, scope, complexity and responsibilities of the role,
* the applicant’s own profile including education/qualifications, expertise, specialisation, skills and experience.
In addition to your base salary, Swiss Re offers an attractive performance-based variable compensation component, designed to recognise your achievements. Further you will enjoy a variety of global and location specific benefits.
Eligibility may vary depending on the terms of Swiss Re policies and your employment contract.
We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity – diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences – at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.
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 mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability.
If you are an experienced professional returning to the workforce after a career break, we encourage you to apply for open positions that match your skills and experience.
Start your career journey with Swiss Re.
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