Senior Manager-Service Management

Overall Objectives of Job

• Primary point of contact for IT service levels and issues for customer, Global IT CSM & business DPE.


• Support overall customer relationship and customer satisfaction


• Responsible for Security and audit compliance, reviews & actions


• Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to Customer on time(as agreed with DPE/PE)


• Ensure Service Requests are action in line with contract commitments


• Reporting in IT Governance Status Meetings / Reports with PMO (Summary of Problem, Incident/RCA, Change, Service Request, Service Level Metrics, IT Security Management / Audit Readiness, Contract Mgmt., Financial Mgmt., IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirements


• Responds to client IT requirements as specified in the contract or Statement of Work (SOW).


• From Account perspective, manages matrix of resources and coordinates with client and 3rd Party IT resources to deliver IT services and solutions to support the client organization.


• Owns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.


• Internal and External Vendor management

• 
  
  
  
  • Monitor and ensure SLAs are met, issues escalated and prioritized.
  
  
  • Monitor and feedback on the effectiveness of services provided by both internal and external vendor meeting business needs.
  
  
  • Establish Service Improvement and Analytics
  
  
  
  

• Manage IT Services delivery compliant with Group standard and local regulatory requirements.


• Manage timely onboarding of new services and ensure they are compliant


• Analyze Saas application for internalization opportunities


• Engage with Delivery team and stakeholders to establish service continuity management and disaster recovery plan management


• Service Management team reporting and line management


• Good understanding of  Corporate Rules for IT – AFRIT, AFIRM & APITIS


• Good understanding of Procurement and contracting process, especially TPRM, TPCRM, DDQ forms, basic level security audit requirements for onboarding, AI Register and assessment etc


• Good Understanding of Infra & change/release management process

Qualification & Experience

• University degree in Computer Science, Management Information Systems or related


• Recommended to have 10+ years of relevant experience in IT operations from which around 3 - 5 years’ experience should be as Service Manager with end to end responsibility


• Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable


• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud ecosystems


• Exposure to
  
  
  
  • Working in multi-national teams and across countries and cultures to achieve solutions
  
  
  • Setting up OR managing global service delivery in a multinational organization
  
  
  • Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  
  
  • Working with teams with internal/external suppliers in a multi-suppliers setup.
  
  
  
  


• PMP /PRINCE2, ITIL Certification


• A track record of Independent worker but a team-player; self-starter; business-minded; pragmatic; result-oriented with a 'can-do' attitude


• Ability to deliver high-quality results; and takes ownership of initiatives.


• Engaging personality who is able to build and maintain good working relationships and strong professional presence


• Project manager experience

Skills/Specific Tasks/Activities performed 

Technical 

• Strong technical competencies resulting from previous working experience at expert level within an IT Service Management or support environment.


• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security), cloud ecosystems and basic network technologies


• Experience in ServiceNow and Service Now Configuration management


• Good understanding of procurement and contracting process


• Microsoft Office knowledge (Word, Excel, Project, Powerpoint,…)


• Allianz Procurement & Contracting knowledge


• Basic knowledge with AI and about business applications /services in multiple domains.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.  

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Join us. Let's care for tomorrow. 

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.