Service Level Process Coordinator

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Angajator: Allianz Technology SE Munchen Sucursala Bucuresti
Domeniu:
  • Altele
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 22.02.2019

    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

    Health and Well-being:
    • Kinetotherapy Room and Corporate Massage;
    • Weekly Fruit Day;
    • WorldClass Gym Discounts.
    Personal and professional development:
    • Complete training curricula available (tailored courses);
    • German Language Courses for any level;
    • All you can read with Bookster!
    Extra Perks:
    • 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!
    Attractive compensation package:
    • Fixed salary compensation along with rewards & incentives performance-related bonus scheme;
    • Meal and Gift Tickets.