Lead Service Management 2931

Job description

Job Description (Duties & Responsibilities) Tasks Coordinate, monitor, steer and continuously improve the services / service delivery according to service lifecycle management Participate in the definition of key indicators and relevant parameters, e.g., cost per service, quality, capacity, business continuity and IT security, their monitoring and also ensure the overall alignment and compliance with IT standards and processes. Working in the agile teams using methods like Scrum / DevOps to ensure End-to-End Responsibility for the Service with global reach, focus on Europe. Thin Client Cloud Solution is a cloud service which manages Linux based clients world-wide. As service manager you need to track SLAs, KPIs, manage Regulation requirements, customer requests and more. AI fluency is expected in this role. The candidate should be able to effectively use AI-powered tools to enhance service delivery, improve operational efficiency, analyze data-driven insights, and apply AI responsibly in compliance with organizational security, privacy, and governance requirements. Skills and Competencies: Good knowledge and experience within the ITIL framework Good understanding of SLA, KPI & NPS Good knowledge on Provider Management Fundamental knowledge in Service NOW as this is the core product to manage orders for our service family Solution-oriented, high result orientation, flexible and energetic team player, with high resilience and strong organizational skills Good communication and influencing skills, high empathy and patience. Understanding of Thin Clients and Cloud Services Understanding of Regulation Good knowledge and experience within the ITIL framework Good understanding of SLA, KPI & NPS Good knowledge on Provider Management AI Competencies: Basic understanding of Generative AI concepts and enterprise AI use cases. Practical experience using AI tools (e.g., Microsoft Copilot, Claude Enterprise) to improve productivity and service management processes. Ability to create effective AI prompts and critically evaluate AI-generated outputs. Understanding of AI governance, security, privacy, and responsible AI principles. Ability to identify and drive AI-powered automation opportunities within IT service operations. Experience using AI insights to support service reporting, trend analysis, and decision-making. Knowledge of AI risks, limitations, and the importance of human validation of AI-generated content. Ability to leverage AI for knowledge management, incident resolution, and problem management activities. Strong learning mindset with the ability to stay current on emerging AI technologies and best practices. Capability to promote AI adoption and coach teams on effective and responsible use of AI tools. Key responsibilities Oversee daily service operations, ensure smooth delivery, and manage escalations with external service providers. Provide input to service delivery meetings to guide regional decision-making and ensure alignment with customer demands. Monitor SLAs and ensure adherence to contractual obligations from both the customer and service provider sides. Collaborate with external partners to resolve service-related issues promptly and effectively. Ensure smooth transition and seamless integration of services, with a focus on service delivery planning. Collaborate with local service managers and global service teams to align regional delivery with broader organizational needs. Align regional service delivery with global strategy by facilitating clear communication between global and regional teams. Qualifications and experience Masters or bachelor’s degree in IT, Business Administration, Computer Science or a related field. Regional / Service Account Management, Operations / Service Delivery experience (8+ Years): Proven track record as a service account manager or in a similar role, preferably within a service desk or IT operations environment and a strong grasp of APAC operational dynamics. Service delivery and operational track record: Demonstrated success in managing end-to-end service delivery, driving operational efficiency, and meeting performance targets. Leadership and communication skills: Strong ability to lead teams, influence stakeholders, and communicate clearly across regional and global levels. 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. Great to have you on board . Let's care for tomorrow.