Technology Service Manager

Introduction

At Gallagher Re, we bring clarity to complexity by helping clients around the world make confident, data-driven decisions in a rapidly evolving risk landscape. Here, you’ll be part of a team that leverages world-class analytics and deep reinsurance expertise to deliver strategic advisory services and transactional excellence. Together, we transform advanced insights and market intelligence into strategies that protect businesses, drive performance, and shape the future of reinsurance.

We’re a community of decision makers, future shapers, and trusted experts working side by side to deliver meaningful impact through innovative thinking and practical solutions. At Gallagher Re, your curiosity is welcomed, your growth is championed, and your work truly matters. This is a place where you'll have the freedom to explore new ideas, take ownership of your career, and collaborate with people who are as driven and inquisitive as you are.

Gallagher Re is seeking a dedicated and proactive Technology Service Manager to deliver exceptional operational and technical application support to internal business functions. This role is pivotal in minimising the impact of incidents, resolving problems, and preventing their recurrence, while ensuring the seamless delivery of high-quality service management.

As a Service Manager, you will play a key role in supporting several Servicing Platform applications, with a primary focus on OpenTWINS
. You will develop a deep understanding of the service, including the business processes and operational workflows of the supported business units.

• Drive improvements in the stability and performance of services over time.
• Ensure services consistently meet business needs and deliver on their promises.
• Maintain a strong focus on customer service, placing internal customers at the centre of all service management activities.
• Oversee the delivery of application services, regardless of the location of technology components or professional capabilities.
• Collaborate with cross-functional IT teams responsible for developing, supporting, and testing applications and infrastructure.
• Manage vendor relationships, particularly for OpenTWINS, ensuring effective service delivery and performance.

This role requires a proactive leader with excellent problem-solving skills, a commitment to continuous improvement, and the ability to foster collaboration between internal teams and external vendors. If you are passionate about delivering high-quality service management and driving operational excellence, we’d love to hear from you.

• Leadership & Collaboration (30%):
  Lead application support teams, collaborate with users to identify service improvements, plan application releases, and ensure scalability and maintenance of environments. Monitor vendor/internal team SLAs and align resources for projects.
• Support & Incident Management (50%):
  Act as the primary contact for application service quality, manage escalations, oversee major incident resolution, and collaborate with internal teams and external vendors to resolve issues and shape future service strategies.
• Documentation & Reporting (20%):
  Maintain accurate incident/problem records and technical documentation. Deliver monthly service performance reports, including highlights, risks, and improvement plans.

• Enhanced user satisfaction and service quality.
• Adherence to SLAs/OLAs and compliance with policies.
• Reduction in incidents through effective problem management.
• Delivery of actionable service performance reports and improvement plans.

• Extensive experience in a hands‑on role supporting business application systems, with a solid understanding of their architecture is essential.
• Knowledge and understanding of the insurance/reinsurance industry would be preferred but is not essential. The priority is fantastic customer service skills with a user‑focused approach.
• Proven experience in delivering services while adhering to SLAs and OLAs.
• Familiarity with working in an ITIL environment and a clear understanding of the ITIL framework. ITIL Certification would be desired.
• Willingness to…