Service Level Process Coordinator

Responsibilities

Process Coordination

• Coordinate the team activity
• Be actively involved in processes and apply improvement points for new or old processes
• Provide operational assistance to the team members and take operational decisions
• Keep track of the team activity: SLA & KPI agreements
• Keep track of the capacity planning of the team
• Act as Escalation point, when/where  the case, giving direction to the team for  problem resolution
• Act as point of contact for the Munich based department head to align operational and strategic decisions
• Responsible with the HR practices (disciplinaryerformance evaluation and monitoring etc)

Functional process supervision and support for Service Documentation

• Assure that the Service Descriptions of Allianz Technology Services globally are in line with the respective rules and regulations, documentation standards and process requirements.
• Close alignment with the different Service Owners, incl. partially also technical discussions on service content and service level specifications.
• Discuss and align with service owners globally about their Service Portfolio structure
• Change all existing Service Descriptions from the different old formats to the latest template (copy/paste with functional understanding).
• Identify major gaps in the Service Descriptions of specific services.

 Functional process supervision and support for Service Documentation

• Assure that the service levels of Allianz Technology Services globally are in line with the respective rules and regulations, documentation standards and process requirements.
• Close alignment with the different Service Owners regarding definition, target setting, measuring and reporting of Key Performance Indicators (KPI’s), incl. partially also technical discussions on service content.
• Support the implementation of Global Service Level Management in Service Now from a content point of view (.defining requirements).
• Tracking the initiative status (coordinating and tracking of appointments and due dates)
• Guiding Service Owner and Service Managers to a more comprehensive and a best practive Service Level.
• Update existing service level definitions to the latest, standardized format.

Skills

• Proven background of Service Level Management in an IT Service Delivery environment
• High level of experience and seniority
• Strong understanding of Service Level Agreements
• Relevant experience and demonstrated excellence, preferably in IT-system documentation or related projects
• Ideally a background in Business-IT translation
• Technical understanding of IT systems and processes
• Proven peoples management skills (line function or project management)
• University degree, preferably in with focus in Information Technology (. MBA, MSc)
• Very good MS office skills
• Fluent English

Competencies

• High level of self-organization and initiative, strong ability to work under pressure
• Very high analytic skills and solid business judgment
• Very high conceptual and problem structuring skills
• Self-motivated and customer-centric working style
• Well-developed social skills and cross-cultural experience
• Strong coordination and communication abilities
• International project and job expertise

Benefits

• Kinetotherapy Room and Corporate Massage;
• Weekly Fruit Day;
• WorldClass Gym Discounts.

• Complete training curricula available (tailored courses);
• German Language Courses for any level;
• All you can read with Bookster!

• Work from Home Option available;
• Get a free day on your Birthday or come at work and receive Gift Vouchers/Tickets!
• Go on Vacation and get a Holiday Bonus!

• Fixed salary compensation along with rewards & incentives performance-related bonus scheme;
• Meal and Gift Tickets.