Job Detail

Adliswil, ZH, CH

Head FS Professional Services 

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

• Leadership responsibility for the global FS Professional Services teams


• Has the role of Group Owner, Incident Owner, Problem Owner, Service Request Owner and Service Delivery Manager as well as Service Request Analyst


• Supports and manages the operational responsibilities of his field service engineers in achieving customer service goals, and timely support of all end user devices as committed in the SLA's for all locations within his area


• Manages and directs the activities of his field service team in resolving incidents and service requests as well as coordinating activities with third party service providers and internal delivery teams as necessary


• Is the key contact person for business customers as well as the escalation point for shared services (AV multimedia, printing/scanning, Workplace certification)


• Develops an in-depth understanding of the specific aspects of 'Professional Services', and ensures that a globally consistent and customer oriented service is provided for all Swiss Re locations and customers

About the Team

Field Services (FS) is mandated to support and improve customer experience for onsite IT services, beyond traditional silos, across divisions and individual customer touchpoints. In addition, FS delivers managed customer care services on behalf of Information Technology divisions through multiple channels and acts as a single point of contact for business and customer requests for all IT services.

FS Professional Services is a team of specialists, owning and running the IT services 'AV multimedia', and 'Printing'. It signs amongst other things responsible for the global Video Presence environment, ensures as subject-matter expert a high quality and reliable service delivery, and drives the product roadmaps. The team members are based in all three regions.

About You

• 5+ years of management experience, ideally within an IT service environment


• Significant IT experience in AV multimedia, printing/scanning and workplace hardware as it relates to support and maintenance


• Sound know-how in hardware lifecycle management and engineering experience


• You have an outstanding customer focus, are highly result oriented and stress-resistant and you can navigate ambiguity


• Team player with excellent communication, stakeholder management and facilitation skills


• Experience of cross functional working, cultural sensitivity and virtual team experience


• Excellent command of English, any other language is a plus

Please apply with your full documentation (CV, motivation letter, reference letters and diplomas/certificates)

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Reference Code: 79341