Workplace Service Management Specialist

Are you looking for an opportunity where you work in a dynamic and growing environment? Do you like to work for the collective success of the team? The Workplace Service Management team in Group Technology Services (GTS) is seeking a Workplace Service Management Specialist who is attracted to working in such an environment.

As a Workplace Service Management Specialist, you will:
- Oversee the transition from the current traditional multi-tower, multi-service provider workplace operations environment to the new cloud and strategic provider-based operations model.
- Manage partnerships with service providers and delivery teams (internal and external) to transform workplace operations into a lean, automated and industrialised service delivery model, driven by data analytics and customer experience insights, and underpinned by agile and DevSecOps practices.
- Manage the delivery of external service providers to ensure that objectives and service levels are met, and internal regulations are complied with.
- Ensure high quality of operational service and high levels of performance for workplace services, based on service metrics and customer experience insights, including related steering and oversight of service providers and delivery teams.
- Oversee and coordinate all workplace service delivery and integration processes (including incident and problem management, service requests, change and escalation management, E2E performance management, relationship management) in partnership with service providers and delivery teams.
- Take ownership of Major Incidents to ensure coordination of resolving parties, effective and transparent communication to stakeholders, and mitigation against future reoccurrence.
- Together with respective Product Owners, ensure that future demand from growth and new services is understood and factored into budgets, capacity plans and vendor resources.
- Further develop and evolve all aspects of service operations and management, including agile resource management, and advise and steer Product Owners and delivery teams on the same.
- Oversee overall governance, risk management and controls assurance activities for workplace services, driving the policies, standards and processes.
- Drive continuous service improvement in workplace operations and ensure actions are followed through to completion in a timely manner.

About the Team

The Workplace Service Management team is part of the Workplace Solutions product area, which is responsible for the Digital Workplace. The Digital Workplace encompasses Collaboration Services, Email Communication Services, Realtime Communication Services, and Endpoints, on a foundation based largely around the Microsoft 365 and Windows platforms. Through operational excellence focused on quality, performance and innovation, we enable and coordinate operational delivery across Digital Workplace services and other service providers in order to provide the best experience for our customers. The Workplace Solutions product area and approach is fully supported by agile methodologies to ensure E2E responsibility, quicker time to market, and to help us centre our work on the customer experience we want to deliver.

*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re.

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.

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