IT Application Support Specialist

The Australia and UK-IT Shared Service Organisation (SSO) Solution Delivery teams for Global Markets serves as the strategic link between business stakeholders, technology teams, and external partners to deliver and operate critical business applications and digital solutions.

Reporting to the head of Munich Re Speciality - Global Markets (Claims Europe & Asia) based in London, UK.

The IT Product Manager role combines business relationship management, product ownership, business analysis leadership, application management, and operational governance to ensure technology investments support business strategy and long-term architectural goals. Responsibilities span the full insurance value chain across Finance, Underwriting, Claims, and Core Insurance platforms.

Your Role Business Partnership & Strategy

• Build strong relationships with business stakeholders to understand strategic and operational objectives.
• Translate business goals into technology roadmaps and product plans.
• Identify opportunities for automation, digitalisation, process optimisation, and efficiency improvements.
• Drive initiatives that enhance customer and operational user experiences.
• Ensure technology deliveries meet agreed business benefits.

Product Ownership & Lifecycle Management

• Own and manage complex products and applications throughout their lifecycle.
• Define product vision, roadmap, priorities, and backlog.
• Ensure solutions remain secure, compliant, resilient, cost-effective, and aligned with business needs.
• Manage transitions from project delivery into BAU support.
• Act as the primary liaison between business users in Australia and IT team in the UK.
• Lead the gathering, analysis, documentation, and prioritisation of business and system requirements.
• Produce key artefacts including user stories, requirements documents, process models, UML diagrams, data mappings, and gap analysis.
• Collaborate with architects, developers, vendors, and SMEs to ensure solution alignment.
• Support deployment, release management, operational readiness, and organisational change activities.

Application Operations & Service Management

• Oversee application support, maintenance, incident and problem management.
• Manage major incidents and coordinate resolutions with Group Technology teams.
• Maintain application records in governance platforms such as LeanIX and ServiceNow.

Governance, Risk & Compliance

• Ensure compliance with enterprise architecture, security, governance, and regulatory requirements including necessary technical and security refactoring.
• Perform risk assessments and maintain effective controls.
• Support CAB processes and change governance.
• Maintain product documentation, architecture artefacts, and operational procedures.
• Know and manage product costs and budgets including driving cost optimisation while maintaining service quality and business value.

Testing, Training & Change Management

• Coordinate UAT planning, execution, defect management, and sign-off.
• Define testing outcomes and acceptance criteria.
• Support user adoption, business readiness, and organisational change.
• Develop training materials and operational guidance.

Your Profile Essential

• 3+ years' experience in Application support.
• 5+ years' experience managing IT products, platforms, or digital transformation programmes within Commercial Insurance.
• Proven track record of successful technical business relationship management.
• Excellent communication and presentation skills.
• Strong background in Product Management, Business Analysis, and Application Management.
• Experience with Core Insurance Platforms.
• Good understanding of underwriting, claims, finance, policy administration, and distribution processes.
• Knowledge of Commercial Insurance operating models.
• Experience with Agile, Scrum, SAFe, Waterfall, and hybrid delivery approaches.
• Proven capability in application support, vendor management, and working on complex global initiatives.

Desirable

• Knowledge of enterprise architecture and integration frameworks.
• Familiarity with LeanIX, ServiceNow, and ITSM practices.
• Relevant certifications such as CBAP, BCS, PMI-PBA, PRINCE2, PMP, Agile/Scrum, ITIL, or Product Management qualifications.

We see DEI as a business imperative, helping us to attract, grow and inspire a diverse, inclusive, and equitable workforce that better enable us to serve our customers, investors, and communities. Globally, we strive to build balanced teams across all aspects of difference. If you are interested in the role and believe you could contribute, we encourage you to apply even if your experience doesn't perfectly match every qualification.