IT Service Management Lead

Are you a seasoned IT operations leader who thrives at the intersection of vendor governance, operational discipline, and transformation? Do you get energised by turning complexity into clarity, and ambiguity into action? If you're ready to lead from the front in a fast-moving, high-impact environment — this role was built for you.

About the Role

As our IT Service Management Lead, you will be the operational heartbeat of our FITOPS organisation — the go-to leader who keeps our IT operations running smoothly, our vendor accountable, and our transformation agenda moving forward. You will own the governance of our strategic IT service management vendor, champion an AI-powered and automated operations future, and play a pivotal role in supporting the financial close cycle. This is a high-visibility role that blends strategic thinking with hands-on operational leadership, making a tangible difference every single day.

Key Responsibilities

• Lead vendor governance end-to-end — establish and maintain rigorous governance routines including service reviews, performance discussions, risk reviews, improvement planning, escalation management, and executive-level reporting.
• Drive accountability and transparency with our key IT service management vendor, ensuring strong operational discipline and adherence to agreed processes, standards, and controls across incident, problem, change, request, and service management activities.
• Act as the primary escalation point for vendor performance, service quality, delivery issues, and operational risks — resolving issues decisively and constructively.
• Support our financial close process with partnership with our Finance Close Management tea m through proactive and timely interventions/escalations to ensure closing relevant incidents and problems are well managed.
• Create a close relationship with the major incident team and act as the primary escalation point for major operational issues affecting the divisions we support.
• Partner with the Service Delivery Management team in India to ensure consistent execution of governance practices, operational controls, and service management expectations across geographies.
• Lead and support financial negotiations with the vendor, ensuring commercial discussions are aligned with service expectations, value delivery, and budget objectives; act as a key guardian for financial closing processes related to incident management, problem management, and operational service delivery.
• Help shape and drive operating model transformation with a focus on AI-powered operations, automation, predictive service management, self-healing capabilities, and improved user experience.
• Identify simplification and automation opportunities in partnership with the vendor and internal teams to reduce manual effort, improve service resilience, and increase operational efficiency.
• Support adoption of AI, analytics, and modern ITSM tooling to drive recurring issue elimination, faster resolution, knowledge management, and operational insight.
• Represent the division as operations lead in internal, enterprise-wide, and cross-functional forums — ensuring divisional requirements and operational realities are well represented.
• Build and sustain strong stakeholder relationships with technology leaders, service owners, process owners, key finance and group functions leaders, procurement, vendor management, and delivery teams.
• Communicate operational performance, risks, and transformation progress clearly and confidently to stakeholders at all levels of the organisation.
• Support vendor team stability and engagement — monitor attrition trends, key-person dependencies, capability gaps, and resource risks, ensuring mitigation plans are in place.
• Promote a collaborative partnership culture with the vendor while maintaining clear accountability for performance and outcomes.
• Champion continuous improvement — drive simplification, standardisation, and measurable service improvements aligned with business priorities and enterprise technology direction.


About the Team

You will be joining the Finance Close Management & Operations team — a dynamic, cross-functional group that sits at the heart of how our organisation plans, executes, and governs its financial close and operational excellence agenda.
Our team connects and bridges a broad stakeholder community to ensure closing plans are realistic, agreed, and well understood. During the close, we ensure stability, keep all stakeholders informed on status, and intervene and escalate issues where necessary to protect the integrity of the process.
Beyond the close, we support and drive operational excellence across D&T Finance and D&T Group Functions — ensuring robust processes are in place to capture knowledge, operate efficiently, and deliver real value. We also play a key role in audit readiness and execution: driving improvements to the ICOFR control landscape, preparing stakeholders with high-quality documentation, and supporting both auditors and product areas throughout the audit process.
This is a team that operates with purpose, precision, and a genuine commitment to making things better — and we're looking for someone who shares that mindset

• Attractive performance-based bonus
• Ultra flexible working time in a hybrid setup, allowing you to work from home up to 50%
• Health & wellbeing program, including massages and sport activities
• Sessions with a psychologist and health check-ups directly at the workplace
• Modern office spaces in an attractive location (fun room, relaxation room, music room)
• Vivid community life (running club, book club, art club, Parents@SwissRe, and many others)
• 5 additional days of holiday
• 6 sick days and extra sick leave support
• Day off dedicated to volunteering
• Lunch allowance fully paid by Swiss Re
• Pension contribution
• Life insurance (fully covered)
• Learning and development opportunities
• Legendary summer event
• Public transport benefit
• Multisport card and corporate discounts