Head of Subsection - Global Process Owners

Munich Re Group; Greater London; On-site; GBP 120,000 - 170,000; Full time

Job summary

Munich Re Group seeks a senior leader to own and govern ITSM processes across a multinational organization. You will drive global governance, documentation, audits, risk alignment, and continuous improvement with ServiceNow as a core tool.

You will mentor the Global Process Owner community, coordinate with IT units worldwide, and ensure compliance with internal policies and regulatory requirements while shaping the ITSM strategy and roadmap.

Qualifications

• Minimum 10 years in ITSM, IT operations, or IT governance.
• Minimum 5 years of leadership experience.
• Senior stakeholder engagement experience.
• Experience operating in multinational organizations with regulatory environments.

Responsibilities

• Provide leadership across ITSM process domains and governance.
• Oversee documentation and ownership of ITSM processes.
• Lead global Process Owners and mentoring teams.
• Ensure alignment with regulatory obligations and risk guidelines.
• Drive continuous improvement and digital transformation of ITSM.
• Coordinate with IT units globally and manage audits remediations.

Skills

ITIL knowledge

Leadership

Stakeholder mgmt

Strategic thinking

Risk management

Analytical skills

Executive communication

Governance models

Tools

ServiceNow

Job description

Responsibilities:

The role provides leadership and oversight across all ITSM process domains, ensuring:

• 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.

Knowledge and Skills

Experience

• 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