BI Service Manager Helios

Who we are
 
Zurich is one of the world’s leading insurance groups, and one of the few to operate on a global basis. Our mission is to help our customers understand and protect themselves from risk.  With about 55,000 employees serving customers in more than 170 countries, we aspire to become the best global insurer as measured by our shareholders, customers and employees. We help individuals, small and medium sized companies and global corporations around the world understand and protect themselves from risk by offering a wide range of insurance products, solutions and advisory services.
 
Our opportunity

 

We are seeking a BI Analytics Service Manager to join our BI & Analytics organization within Group Operations and Technology.  In this role, you will be responsible for the delivery of BI & Analytics services across all platforms, including integration points between them, managing a service team.  You will play a key role in defining the service management requirements as early as project initiation, ramping up the required services and resources and ensuring new solutions are smoothly being transitioned into regular operations, in collaboration with the project management team and the solution design team.  You will proactively manage relationships and communications with business and outsourcing partners and effectively address escalations related to application issues and drive service improvement.

 
Your role
  
 
As BI Analytics Service Manager, your main responsibilities will involve:
* Manage the service delivery of a specific application portfolio according to Service Level Agreements managing a service team composed of both internal and external personnel based onsite, near-shore and off-shore
* Report overall application service performance to the business proactively taking action to address issues and gaps with the business.
* Engage in major incident management and problem management, Review, categorize and prioritize logged requests,  process requests and dispatch for fulfilment, manage and follow up until closure
* Manage internal and external suppliers in the delivery of the applications through any application development and ongoing maintenance
* Manage customer satisfaction and service improvement programs, as well as escalation and complaint management
* Manage the Project hand-over process into operations and Approve operational readiness for projects and releases
* Collaborate with Platform Management and IT Infrastructure counterparts ,Project Management and Solution Architecture teams to ensure the operational aspects of a solution are taken into account
* Maintain a business-oriented IT service catalogue for the relevant portfolio of applications, including links to business processes, service levels and request management for IT services
* Monitor critical application governance and report on service level performance, generating improvement actions where necessary
* Contribute to the definition of new vendor services in close collaboration with Sourcing Management
* Ensure compliance with appropriate internal control and regulatory requirements for both internal and external suppliers, and provide assistance and support for audits, where applicable

 

 

Your Skills and Experience
 
As a BI Analytics Service Manager your skills and qualifications will ideally include:

 

* University level education or equivalent

* Prior experience working in a financial services environment desirable, preferably insurance

* Service Management certification (e.g. ITIL) preferred

* Over 5 years of relevant BI experience, with strong functional and technical background in at least two of the following stacks: Microstrategy, Informatica PowerCenter, SAP BW, IBM DB2

* Solid experience in Service Management both at application and platform levels

* Proven ability to drive teams for highly effective delivery leveraging multi-source staffing models including internal and external partners

* Effective communication, presentation and relationship management skills at different levels and in a multicultural environment; ability to work effectively in a global organization, under time pressure and to manage ambiguity

 
Additional Information
 
Primary work location is Bratislava, with occasional travel depending on the nature and level of involvement in respective projects. If you value an exciting and varied working environment and meet the above requirements, then our recruitment consultant is looking forward to receiving your application.
 
You can apply by clicking on the button “Apply online”