WPS Engineer

About MS Amlin

MS Amlin is part of a global top-10 insurance group MS&AD, with three main legal entities operating in the Lloyd’s, UK, Continental European, and Bermudian markets. We have an enviable reputation for our customer knowledge, claims service, and the specialist insurance and reinsurance expertise we apply. We provide the type of security leading organizations need to break new ground, innovate, and offer life-changing services and amenities to some of the world’s most challenging regions. Our record extends back over 300 years and today we have more than 1800 people in more than 20 locations worldwide. We are experts in underwriting, with both technical capability and deep knowledge of the areas we insure. Our claims service aims for equality, with efficient, fair, and timely claims management. We’re going through an exciting period of modernization and transformation for which we need entrepreneurial thinkers to help execute our strategic vision for growth. We’re on a dynamic path and we need you to help shape it.

About MS Amlin Insurance and MS Amlin Marine

MS Amlin Insurance SE (MSAISE) is the legal entity focused mostly on Continental Europe. MSAISE is a long-standing property & casualty specialty insurer; our strategy is ‘to provide efficient knowledge-based service propositions to our commercial clients based on a dual distribution model (bespoke and online business)’. Our corporate (international) approach and an efficient proposition (supported by digitization initiatives) underpins our ambitions. Our Marine business is delegated to our sister company MS Amlin Marine NV (MSAM).

About the Job

Making a difference with reliable and user-friendly digital workplace services

Our Workplace Services team is responsible for the digital workplace of all 650+ MSAISE employees in Europe. We ensure that our colleagues can work simply and safely with any device, wherever they are. We deliver services that are vital to MSAISE’s business operations, so when working for our team, you can make a tremendous impact! Are you up for it?

We provide hardware (such as laptops & mobile solutions and video conferencing tools) and support a large variety of business productivity software, including collaboration services such as Teams, SharePoint, and Outlook. We also support the infrastructure and 3rd line support for these services. To enable our ongoing success, we are constantly looking for experienced IT engineers with a passion for workplace services.

As an IT Workplace Services Engineer, you ensure that the quality of our workplace services meets the needs of the users, you support the management of the delivery of services from both internal service providers as well as third parties, and you will act as a service interface between our AISE users and IT. You will work closely with AISE application and infrastructure teams to ensure excellent service and support of infrastructure and applications across the business. You will coordinate major incidents and timely communications. You are working closely with the business to review and report on IT services based on metrics for workplace services and constantly are striving to improve the reliability and user-friendliness of our workplace services.

What will you do?

• You are maintaining and improving our services with our internal and 3rd party service providers to enhance our service, handling service-related exceptions and escalations. User satisfaction is key!
• You take ownership of incidents and facilitate the communication of incident updates to the different stakeholders provided by the support teams, and update in ticketing tool.
• You understand the AISE user experience of systems (laptops, network, applications etc) and act as a liaison between our users and IT and align on service levels and oversee IT service performance accordingly and step if improvement is required.
• You contribute to building relationships with AISE user base and IT partners to facilitate the delivery of IT services and identifying opportunities to add business value.
• You help drive continuous improvement of IT service delivery, IT performance and related service management toolset.
• You manage internal and external service providers.
• You will oversee and help facilitate upgrades, modifications and deployments of workplace services.

Your Profile

Education and experience

• You have a Bachelor’s degree IT education or diploma Vocational IT Education with at least 3 years IT relevant work experience.
• You have proven experience in managing insourced and outsourced workplace services at mid-sized to large organizations. Touching various disciplines in IT preferably service management, incident management, problem management.
• You have a good knowledge in English language, oral and written. It is a bonus if you are willing to learn Dutch and/or French if required for your work location.
• Experience with Service Now is considered a plus.
• You should not shy away from having to work during the weekend occasionally if in case of urgent issues or hardware replacements or supporting post Business hours activities.
• ITIL certified preferred.

Personal skills

• In your previous roles, you were the ‘go-to-person’ for the users when encountering challenges. You are a genuine team player.
• You know how to manage stakeholders on all organisation levels, you can easily work together with them to achieve your goals.
• You can develop strong and collaborative partnerships with organizational leaders.
• You are proactive in recognizing risks and solving issues in close collaboration with the different IT teams and project owners.
• You constantly try to improve yourself. Furthermore, you like to challenge others to improve as well, and you train and/or coach them.
• You have a talent for effective communication and collaboration in an international environment, self-motivation and team-working capabilities.
• You have strong customer orientation, problem-solving capabilities and a proactive approach.
• You must aspire to a culture of service excellence: always putting the customer, our people and our business come first.