Background

Established in 2013 and now based in Blackrock, the ITS Dublin Hub delivers best in industry infrastructure and security services across the Zurich Insurance Group. Whether it's with one of our core capabilities such as Cyber Security, or working with our Cloud or Crowdsourcing teams, our customers are our priority. We work hard to deliver our services excellently with our unique talent. We are committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, allows us to attract the best people, and to develop the best products, services and solutions. Qualified individuals from all walks of life are encouraged to apply.

Zurich Dublin Technology Center is looking for a Global Application Manager

The Digital Workplace Team within IT Services provides operational service delivery and governance for IT End User Services. The operational services in scope include Device & App Management, Service Desk & Deskside Services, Productivity & Collaboration services and Power Platform & Analytics, delivered through a combination of in-house and outsourced suppliers.

The Team provides global and regional oversight of the services delivered in each country, ensuring that group standards, processes and policies are followed and provides a central point of ownership for the services and for management of suppliers.

The Release Management Team within Digital Workplace has global responsibility and ownership for end-to-end delivery of M365 Platform and application releases.

The Application Manager role is responsible for managing the Global Application Portfolio including governance of the Application Inventory, Software Request & Approval process, Software Packaging and Software Release processes. The role will support Zurich’s move towards modern application management including software package automation utilising Flexera AdminStudio and forthcoming Microsoft Intune features, evergreening and the ongoing rationalisation of our client application portfolio and unifying software governance for new software requests across all endpoint platforms. This is a global role supporting all Zurich countries and regions.

Your Role

As a Global Application Manager your main responsibilities will include, but not necessarily be limited to, the following:

General

• Achieve departmental objectives and targets
• Servicing tactical and strategic needs of business customers
  
  

Service delivery and performance

• Manage Global Delivery of specific IT services relating to the Digital Workplace scope
• Ensuring continuous service improvement and cost effectiveness
• Ensure group standards and policies are met while delivering to local business requirements
• Management and oversight of governance boards
• Minimising operational risks to service and cost
• Implementation and maintenance of global standards for processes, tools, and methodologies
  
  

Technical delivery

• Role specific:
• Provides Software Package Automation Service for physical and virtual Windows devices
• Owns, updates and communicates Packaging Standards utilised by internal and external teams
• Liaises with the external Packaging Factory (vendor management)
• Governs the Client Application Request and Approval processes
• Chairs Software Approval Board meetings
• Performs ongoing Software Rationalisation
• QAs Client Software Inventory
• Owns and updates the Application Software Release Process
• Owns and manages the Flexera Admin Studio Tool plus Software Request Tool
• May be called upon to participate in major incident/outage calls at any time of day or night
• Works with local platform and release teams in various countries to ensure delivery of centrally provided applications and services
• Provides expert guidance and support and facilitates communications with other teams as necessary.
  
  

Stakeholder management

• Collaboration and effective working engagement with the wider organisation and with the business
• Effective key stakeholder management, maintaining customer focus throughout, acting as a trusted advisor
  
  

Vendor and supplier management

• Support countries in managing suppliers of outsourced services and work with suppliers to develop options for improving services
• Monitor and evaluate levels of service and ensure SLAs and processes are maintained, fully delivered and appropriate to Zurich’s needs
• Stakeholder management
• Collaboration and effective working engagement with the wider organisation, internal and external suppliers and with the business
• Effective key stakeholder management, maintaining customer focus throughout
• Assures day-to-day service delivery from the supplier
• Proactively manages supplier performance against agreed service levels
• Ensures root cause analysis of incidents is performed and agreed remediation actions are implemented by the supplier
• In close collaboration with the supplier, proactively drives service improvements
  
  

Role dimensions

• Central role with global accountabilities
• Delivery through direct and indirect reporting lines
• Complex operational relationships including local, global, internal and external
  
  

KPIs

• Achieves or exceeds departmental qualitative and quantitative targets
• Contributes to the continued success of the department and key stakeholder satisfaction
• Demonstrates a flexible, positive and co-operative approach towards demanding and changing business needs
• Identifies opportunities to improve service and reduce cost
• Acts as positive role model to others
  
  

In addition:

• Enabling and championing an IT service culture
• Clearly communicating the Digital Workplace strategy and services as well as the supplier service portfolio to the Zurich customers so they understand internal and external service delivery capabilities
• Sharing customer-related knowledge, formally and informally, to enhance both internal and the supplier’s understanding of the customers' businesses and how technology products and services add value from the customer's perspective.
  
  

Your Skills And Experience

As a Global Application Manager your skills and qualifications will include:

RELATIONSHIPS:

Internal

• Zurich Local and regional IT service management and delivery teams to ensure effective communication and delivery of services at minimum cost using standard processes, tools and methodologies
• Zurich Local Service Executives to ensure services in line with business requirements and to resolve service performance or quality failures
• Local Country teams to ensure global standards / policies are met while upholding any local requirements
• Zurich Global management and exec teams to ensure alignment with wider departmental objectives and targets
• Zurich Global Sourcing team to manage and resolve commercial issues arising and to contribute to contract evolution and new contract proposals, design and execution
• Zurich Risk, Security and Audit teams to minimise operational risks and respond to security and audit requirements
• Service Delivery and Integration to ensure alignment and collaboration on operational matters
  
  

External

• External suppliers and vendors to
• ensure services are delivered to terms of the contracts for scope, service quality and cost
• develop positive relationships, resolve queries and evolve the services
  
  

QUALIFICATIONS/EXPERIENCE:

• 7 years experience in Information Technology industry with at least 4 in an expert IT role
• University Degree or equivalent or specific relevant working experience
• ITIL fundamentals
  
  

KNOWLEDGE:

• Analytical and problem-solving skills
• Expert knowledge of relevant service scope including up to date awareness of current industry trends
• Awareness of legislation and statutory requirements especially relating to IT security and data protection in locations in which Zurich operates
• Understanding of the broader Zurich business environment and organisation
• In time the role holder will be required to build a deep understanding of Zurich-specific methodologies (e.g. project management) and legal / regulatory requirements in countries of operation
  
  

TECHNICAL SKILLS:

Vendor management

• Role holders will be responsible for delivering some services via outsourced arrangements, the role holder will have to demonstrate an ability to work in an outsourced environment and achieve service excellence via the outsourced contract
  
  

Communications and Stakeholder management

• Excellent communication skills, able to communicate effectively at all levels using appropriate written and/or verbal methods including PowerPoint presentations
• Able to chair meetings, workgroups and workshops and drive actions to completion
• Supplier Management skills
• Ability to manage conflicting stakeholder needs
• Experience managing issues in a multi-stakeholder and outsourced business landscape
  
  

Analytical & problem solving

• Problem solving, decision making and judgement skills
  
  

People management

• Able to achieve through others in a complex matrix management environment
• Excellent team worker, able to build and maintain effective working relationships at all levels, internally and externally
• Experienced at Stakeholder management
• Effective people and relationship management skills
• Ability to operate in a matrix management environment
  
  

Managing self

• Methodical, meticulous, well organised and quick to learn new tasks
• Must demonstrate strong organisational skills and proven track record of success in a demanding environment
• Demonstrates drive, and speed on all activities without losing quality and accuracy
• Self starter, works autonomously on own initiative to achieve results within defined framework
• Acts proactively to initiate ideas for improvement
  
  

Role – specific skills range

Application Management

• Technical experience of software packaging
• Specific experience with the Flexera AdminStudio Package Feed Module would be beneficial
• Deep understanding of the Windows application landscape
• Ability to troubleshoot and resolve application package issues
• Good working knowledge of Device & App Management Tools such as Microsoft Intune
• Expert Knowledge of client application configurations, tools, processes and operations
• Experience of working with Microsoft as key vendor
• Experience of managing and querying application data including writing custom queries
• Knowledge of PowerShell may be useful
• Experience of end-to-end Software Release processes beneficial
  
  

Additional Information

Primary work location is Trident House, Dublin. Position is Dublin-based but occasional travel may be required to other Zurich locations.

If you value an exciting and varied working environment and meet the above requirements, then our recruiter is looking forward to receiving your application by clicking on the button “Apply online”.

Who We Are

Zurich is one of Ireland's leading insurance companies providing a wide range of general insurance and life insurance products and services. The company employs over 1,000 people across its locations in Dublin and Wexford.

Zurich is a strong brand. Zurich in Ireland is part of Zurich Insurance Group, a leading multi-line insurer that serves its customers in global and local markets. Our 55,000 employees worldwide form the basis of our success, helping our customers in 210 countries and territories to understand and protect themselves from risk. In order to deliver our services, we offer a competitive compensation package and interesting opportunities for further training & development. As a Zurich employee you benefit from a multitude of advantages as well as a strong culture, characterized by acceptance, diversity and team spirit.

At Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.