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About the Role

We are looking for a Head of Global Process to drive ITSM process compliance, consistency, and quality across the Munich Re group's IT landscape. This role leads the Global Process Owner organization, ensuring consistent implementation and adoption of ITSM standards, and serves as the authority for ITSM process governance.

Responsibilities

• Ownership and documentation of ITSM Processes
• Consistent global process governance and execution
• Standardization across the MR group (all entities and operating companies)
• Quality assurance and process effectiveness (Measuring and performing QA checks to identify compliance and any gaps that need to be remediated)
• Compliance with internal policies, audit, regulatory and risk requirements
• Works closely with 2nd line (IRM) to ensure IT process align with risk management policies and guidelines
• Ownership and oversight of all ITSM audit findings and their remediation
• Continuous improvement and digital transformation of ITSM capabilities
• Effective leadership of the Global Process Owner community
• Provide training and awareness on the ITSM Processes
• Functional management of a global team of diverse, highly performing and motivated staff of IT experts
• Working closely and coordinating with other IT units on a global level
• Global ITSM Process Strategy & Governance
• Execute and maintain the global ITSM Process governance framework, standards, documentation (guidelines and Work Instructions), and strategic roadmap
• Ensure alignment of ITSM processes with organizational objectives, regulatory obligations, and industry best practices
• Establish governance structures, decision-making forums, and process ownership models across all ITSM domains
• Leadership of Global Process Owners
• Lead, mentor, and coordinate the Global Process Owner team across all ITSM processes
• Define objectives, priorities, and performance expectations for Process Owners
• Ensure consistent process design, documentation standards, and execution methodologies across all process areas

Requirements

• Minimum 10 years of experience in either IT Service Management, IT Operations (either in Infrastructure or Applications), or IT Governance
• Minimum 5 years of leadership experience
• Senior stakeholder engagement experience
• Proven experience operating in complex multinational organizations with multiple stakeholders and regulatory environments

Skills

• Expert knowledge of ITSM frameworks and governance models, particularly ITIL
• Strong leadership and people management capabilities
• Strategic thinking and enterprise-wide process management expertise
• Excellent stakeholder management and executive communication skills
• Strong analytical, risk management, and decision-making capabilities
• Experience with ServiceNow and company reporting tools

Location

• London

Work Type

• Full-time
• Hybrid Working

Experience Level

• Minimum 10 years of experience in IT Service Management, IT Operations, or IT Governance
• Minimum 5 years of leadership experience

Benefits

• 25 days Annual Leave + Bank Holidays
• 10% Non-contributory Pension
• Eligibility for an Annual Bonus
• Private Medical + Dental Insurance
• Critical illness insurance + Life Assurance + Permanent Health Insurance
• Wellbeing and Development Scheme + EAP + Health Assessments (subject to scheme eligibility)
• Electric Vehicle Salary Sacrifice Scheme
• Study & continuing Professional Development Support
• IT Home Set-up Support

About the Company

• Munich Re is a global market leader in re-insurance, global specialty insurance and digital solutions.
• New technologies are disrupting the insurance value chain. Our innovative minds in IT spearhead the transformation and make change happen.
• We support clients with a comprehensive range of insurance and risk management products.
• Our goal is to become even more digital through the expertise of our IT & Tech specialists, and by leveraging data and insights to support innovation and client service.
• We are therefore making targeted IT investments and helping our insurance clients and partners to tackle problems in the modern digital world with innovative and forward-looking solutions.
• At the heart of our success is a strong culture where people are encouraged to be present, bold and curious, allowing them to achieve their individual goals.
• At Munich Re Specialty – Global Markets our approach to ESG is underpinned by our desire to seize business opportunities and to nurture a stimulating and inclusive work environment.
• Our ESG strategy aims to deliver holistic impacts across environmental, social and governance topics including supporting a number of local initiatives within our community and offering volunteering opportunities for colleagues.

Equal Opportunity

• At Munich Re, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better.
• Embracing the power of DEI is at the core of who we are.
• We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs.
• Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed.
• All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process.
• You can request an adjustment by speaking to your Talent Acquisition contact.