IT Services Run Team Leader

Swiss Life; Schweiz; Hybrid; CHF 140,000 - 190,000; Full time

Benefits offered by this job

Home working after trial period

Lunch vouchers

Pension scheme

Health insurance

Multicultural team

Job summary

Swiss Life Group is seeking an experienced IT Production Manager for Swiss Life Global Solutions. Based in Luxembourg with travel to the Netherlands, Switzerland and other sites, you will own day-to-day IT operations, lead the ITS Run team and ensure service levels across multi-country sites.

You will maintain strong vendor relationships, oversee Service Desk coordination and drive continuous improvement in IT operations, security and incident management.

Qualifications

• Required: proven experience in IT production management and multi-site operations.
• Must understand security challenges and their impact on IT operations.
• Experience managing cross-country field/operations teams and vendor relationships.

Responsibilities

• Own day-to-day IT operations and Run activities across Swiss Life Global Solutions.
• Line manage the ITS Run team and ensure SLA compliance.
• Oversee field & proximity services across sites and coordinate with Service Desk.
• Lead Service Delivery quality and report performance to Head of ITS.
• Drive incident and problem follow-up and manage outsourcing relationships.

Skills

IT production management

Information security

Leadership

Vendor management

ITIL

English & French

Education

Bachelor's degree in CS/IT or related

Tools

ITSM platforms

Job description

Join our team. Your future starts here.

Swiss Life Group is one of Europe’s leading comprehensive life, pensions and financial solutions providers.

Within the Group’s International Division and with its two business lines, Swiss Life Global Solutions offers a broad range of tailored cross-border life insurance solutions to wealthy individuals for a suitable integrated wealth planning ( Global Private Wealth Solutions ) and to international companies to address the benefits needs of their local and mobile employees ( Global Employee Benefits Solutions ).

Swiss Life Global Solutions is located in Luxembourg, Liechtenstein, Zurich and Singapore.

At Swiss Life, our purpose is to enable people to lead a financially self-determined life. Join us if:

• you enjoy working in a truly international and entrepreneurial environment

• you have strong business acumen and are able to think consistently from the customer’s point of view

• you are willing to work in an efficient, committed and agile manner, in the best interests of our company

• collaboration, trust and self-development are key elements for you in your future position.

Your Role

IT Services (ITS) is responsible for running, securing and evolving the IT landscape of Swiss Life Global Solutions across two entities and six countries, ensuring reliable, secure and consistent IT services delivery.

Accountable for all ITS Run activities across Swiss Life Global Solutions entities, this role ensures that day-to-day operations, field services and Service Desk run smoothly, reliably and consistently.

Your Responsibilities include:

Operations management

• Own day-to-day operations
• Line manage the ITS Run team
• Ensure operational continuity and SLA compliance across all sites
• Be the primary escalation point for IT Production issues

Field Services & Proximity coordination

• Oversee field & proximity services across all sites (standards, procedures and tooling consistency)
• Ensure field teams participate in dailys and are aligned

Service Desk control

• Own the Service Desk scope
• Ensure operational stability
• Ensure L1 quality and appropriate L2 escalation for issues the Service Desk cannot resolve
• Work with external Service Desk coordinators on SLA tracking and ticket analytics

ITS Managed services (operational) management:

• Lead Service Delivery quality, report performance to head of ITS
• Monitor SLA execution and flag deviations, elevate contract issues to head of ITS
• Incident & problem follow-up

Team leadership and development

• Manage, develop and motivate a team of experienced professionals
• Set clear objectives, run regular 1:1s and support individual growth
• Build operational autonomy within the team

Your Profile

• Recognized experience in IT production management
• Good understanding of security challenges, threats, and their impact on IT operations
• Proven experience managing multi-site or multi-country field and operations teams
• Strong understanding of outsourced IT models
• Experience with Service Desk operations and ITSM frameworks (ITIL is a must)
• High level of ownership and accountability
• Consistent interpersonal and leadership skills, able to manage experienced professionals
• Proven experience collaborating with business application owners and application managers
• Experience managing vendor relationships
• Business fluency in English, French is an asset
• Based in Luxembourg, this role requires occasional business travel across the organisation’s sites in the Netherlands, Switzerland and other entity locations

Our Offer

• A varied work within a multicultural team where you can shape your career

• A company culture characterized by its agility, expert know-how, customer-centricity and collaborative mindset

• After trial period, home working is possible according to our internal rules

• An attractive remuneration package in line with your position and responsibilities, including fringe benefits such as lunch vouchers, pension scheme and additional health insurance

Please note that a criminal record extract and a copy of your diplomas will be required in case of hiring.