IT Application Support Specialist

Munich Re; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

Munich Re Australia IT SSO for Global Markets seeks an IT Product Manager to bridge business stakeholders and IT, owning product roadmaps, backlogs and lifecycle management. You will ensure security, regulatory alignment and smooth transitions from project to BAU, coordinating with UK IT teams and vendors on core insurance platforms across underwriting, claims and finance.

The role requires 5+ years in IT product management within Commercial Insurance and 3+ years in application support, plus

Qualifications

• Over 5 years managing IT products, platforms, or digital transformation in Commercial Insurance.
• 3+ years in application support.
• Proven track record in technical business relationship management.
• Strong communication and presentation skills.
• Experience with Core Insurance Platforms and underwriting/claims processes.
• Familiar with Agile, Scrum, SAFe, Waterfall, or hybrid delivery.
• Vendor management experience.

Responsibilities

• Build strong relationships with business stakeholders to translate objectives into technology roadmaps and product plans.
• Own and manage complex products and applications throughout their lifecycle.
• Define product vision, roadmap, priorities, and backlog; ensure security, compliance and cost‑effectiveness.
• Manage transitions from project delivery into BAU support.
• Act as liaison between Australian business users and UK IT team; gather and document requirements.
• Produce artefacts: user stories, requirements, process models, data mappings, gap analyses.
• Collaborate with architects, developers, vendors and SMEs for alignment.
• Support deployment, release management and change activities.
• Oversee application support, incident and problem management.
• Maintain governance records in LeanIX and ServiceNow.

Skills

Product Management

Business Analysis

Application Management

Stakeholder Management

Communication

Tools

LeanIX

ServiceNow

Job description

The Australia and UK-IT Shared Service Organisation (SSO) Solution Delivery teams for Global Markets serves as the strategic link between business stakeholders, technology teams, and external partners to deliver and operate critical business applications and digital solutions.

Reporting to the head of Munich Re Speciality - Global Markets (Claims Europe & Asia) based in London, UK.

The IT Product Manager role combines business relationship management, product ownership, business analysis leadership, application management, and operational governance to ensure technology investments support business strategy and long-term architectural goals. Responsibilities span the full insurance value chain across Finance, Underwriting, Claims, and Core Insurance platforms.

Your Role

Business Partnership & Strategy

• Build strong relationships with business stakeholders to understand strategic and operational objectives.
• Translate business goals into technology roadmaps and product plans.
• Identify opportunities for automation, digitalisation, process optimisation, and efficiency improvements.
• Drive initiatives that enhance customer and operational user experiences.
• Ensure technology deliveries meet agreed business benefits.

Product Ownership & Lifecycle Management

• Own and manage complex products and applications throughout their lifecycle.
• Define product vision, roadmap, priorities, and backlog.
• Ensure solutions remain secure, compliant, resilient, cost-effective, and aligned with business needs.
• Manage transitions from project delivery into BAU support.
• Act as the primary liaison between business users in Australia and IT team in the UK.
• Lead the gathering, analysis, documentation, and prioritisation of business and system requirements.
• Produce key artefacts including user stories, requirements documents, process models, UML diagrams, data mappings, and gap analysis.
• Collaborate with architects, developers, vendors, and SMEs to ensure solution alignment.
• Support deployment, release management, operational readiness, and organisational change activities.

Application Operations & Service Management

• Oversee application support, maintenance, incident and problem management.
• Manage major incidents and coordinate resolutions with Group Technology teams.
• Maintain application records in governance platforms such as LeanIX and ServiceNow.

Governance, Risk & Compliance

• Ensure compliance with enterprise architecture, security, governance, and regulatory requirements including necessary technical and security refactoring.
• Perform risk assessments and maintain effective controls.
• Support CAB processes and change governance.
• Maintain product documentation, architecture artefacts, and operational procedures.
• Know and manage product costs and budgets including driving cost optimisation while maintaining service quality and business value.

Testing, Training & Change Management

• Coordinate UAT planning, execution, defect management, and sign-off.
• Define testing outcomes and acceptance criteria.
• Support user adoption, business readiness, and organisational change.
• Develop training materials and operational guidance.

Your Profile

Essential

• 3+ years' experience in Application support.
• 5+ years' experience managing IT products, platforms, or digital transformation programmes within Commercial Insurance.
• Proven track record of successful technical business relationship management.
• Excellent communication and presentation skills.
• Strong background in Product Management, Business Analysis, and Application Management.
• Experience with Core Insurance Platforms.
• Good understanding of underwriting, claims, finance, policy administration, and distribution processes.
• Knowledge of Commercial Insurance operating models.
• Experience with Agile, Scrum, SAFe, Waterfall, and hybrid delivery approaches.
• Proven capability in application support, vendor management, and working on complex global initiatives.

Desirable

• Knowledge of enterprise architecture and integration frameworks.
• Familiarity with LeanIX, ServiceNow, and ITSM practices.
• Relevant certifications such as CBAP, BCS, PMI-PBA, PRINCE2, PMP, Agile/Scrum, ITIL, or Product Management qualifications.

We see DEI as a business imperative, helping us to attract, grow and inspire a diverse, inclusive, and equitable workforce that better enable us to serve our customers, investors, and communities. Globally, we strive to build balanced teams across all aspects of difference. If you are interested in the role and believe you could contribute, we encourage you to apply even if your experience doesn't perfectly match every qualification.