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Location: 

Zurich, Zurich, CH

 

Senior Product Manager ServiceNow (80 - 100%) 


About Swiss Re

The Swiss Re Group 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. It anticipates and manages risk – from natural catastrophes to climate change, from ageing populations to cybercrime. The aim of the Swiss Re Group is to enable society to thrive and progress, creating new opportunities and solutions for its clients. Headquartered in Zurich, Switzerland, where it was founded in 1863, the Swiss Re Group operates through a network of around 80 offices globally. It is organised into three Business Units, each with a distinct strategy and set of objectives contributing to the Group’s overall mission.

 

About the Role

Your role as a Product Manager in CEDD Solution Operations is to ensure the availability, performance and quality of Swiss Re's business solutions. Your key focus is delivering and improving solutions to ensure excellent customer experience. Proficiency in supplier management allows you to effectively drive the performance of outsourcing partners and software vendors. Business partnering and advisory skills play a crucial role in your day to day interactions with customers, partners and other business stakeholders. In your Scrum team, you provide services that include interpreting user stories, evaluating options and implementing solutions in agile ways.

 

We mobilize people, processes and technology to develop and maintain solutions for our business. Therefore, you are shaping attitudes and circumstances, not just solutions. You are expected to have the ability to formulate and express ideas clearly to sponsors, customers and suppliers within and outside of Swiss Re. This is critical to enthuse and influence the positive contributions of various people you work with.

 

Key Responsibilities

  • Act as a trusted partner, advisor and contact point for your business counterparts
  • Assess and improve customer experience across your portfolio.
  • Shape high performing teams with our outsourcing providers and partners. Promote a feedback culture and empower a self-reliant team
  • Contribute towards the organization's strategy and operational objectives (e.g.: automation, cloud transformation)
  • Manage your budget. Forecast and track costs such as cloud consumption, licenses or support costs.
  • Continuously improve your solution portfolio
  • Take ownership of critical incidents & high visibility requests and actively drive resolutions with focus on customer satisfaction, stakeholder communication and collaboration with the IMPM Manager/Major Incidents Management team.
  • Actively manage the software vendor relationship. Drive escalations with vendor management team, understand and influence the product roadmap.
  • Manage changes to solutions and ensure quality assurance on changes applied to your solutions.
  • Have a good technical and functional understanding of your solutions

 

About the Team

It's our mandate in Customer Experience and Digital Delivery (CEDD) is to shape and improve customer experience and drive the digital transformation of Group Operations which includes Human Resources, Legal & Compliance, Communications, IT and Corporate Real Estate amongst other units. We work beyond silos and across divisions, services and touchpoints. We offer a single point of contact for our customers through our ContactOne portal and provide a central service desk across Swiss Re.

In CEDD Operations we are responsible for a diverse portfolio of IT solutions for our Group Operations customers including many SaaS applications. We strive to continuously improve our solutions and find opportunities that enable our customers to meet their own objectives while building trusted relationships with them. We do this by extensively collaborating with other CEDD teams (e.g. Customer Experience & Analytics, Design & Delivery or Information Research) as well as other units within Group Operations. We are a diverse team with people from many different nationalities and backgrounds who share these common goals.

 

 

About you 

  • Have a university degree in Computer Science, Business Administration or a comparable education/qualification.
  • Look back on 10+ years' experience in project or solution/service management. Ideally in an IT or consulting context.
  • Experience in working with ServiceNow.
  • Experience working in a highly outsourced environment.
  • Have a real passion for motivating and developing people by inspiring, encouraging and providing constructive feedback.
  • Led or used agile delivery models (e.g. Scrum) in your work
  • Outstanding customer focus and ability to navigate ambiguity.
  • Have led teams with your strong interpersonal skills, superb communication, listening and facilitation skills.
  • Successfully handle pressure-filled situations and able to guide your team to develop this skill.
  • Proficient in the ITIL framework and hands-on experience with ITIL processes. Project management experience is a plus.
  • Are a self-motivating individual with a decisive and autonomous working style.
  • Excellent command of both written and spoken English

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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