IT Service Manager (ServiceNow Operations)

Employer: Allianz Technology
Domain:
  • IT Hardware
  • IT Software
  • Management - Consulting
  • Job type: full-time
    Job level: Manager
    Location:
  • BUCHAREST
  • Updated at: 05.06.2020

     
     All around the globe, employees in Allianz have been working hard to secure people’s lives and to give courage to our customers for what’s ahead. We are actuaries, advisors and service agents; engineers, lawyers and technology experts; we are daughters and sons, mothers and fathers, accountants, investors and entrepreneurs – and together we are shaping our industry. Because we know how important it is to have a fair partner at your side who provides solid and sustainable solutions, we strive to do it right – with passion, every day. Allianz Technology enables Allianz group to live up to its purpose, by providing powerful, standardized global platforms to provide efficiencies, savings and scalability for the long-term success of Allianz.  
      Allianz Technology Bucharest Branch is a professional expertise center offering a wide range of services: Financial, Actuarial, IT and Procurement support to the Allianz Group, creating innovative solutions so that Allianz can shape the future for generations ahead.  
      Is providing good service something that motivates you, too? Then why not join us in developing innovative products and services in an international environment!

    Job role
    ServiceNow is a user-friendly IT- Service Management (ITSM) solution, which supports all our service management processes (Incident Management, Problem Management, Change Management, Configuration Management, Asset Management and Service-Request Management) via a single platform, which is used by all OEs. As a Service Manager you will be responsible for the smooth onboarding process of central Allianz Technology services on ServiceNow for customers (OEs) and providing potential solutions for the issues or incidents raised by them.

    Responsibilities:

    • Directing and delegating service tasks and monitoring the progress of solutions for service issues;
    • Managing service team members to ensure the team’s objectives and service goals are met;
    • Handling customer complaints or concerns quickly and professionally to maintain strong customer relationship;
    • Evaluating and enhancing the efficiency of the current Service Onboarding and Management procedures;
    • Resolving service desk problems in a timely manner to increase the productivity and customer service;
    • Auditing service related customer communication to ensure the company’s high standards, efficiency and productivity goals are met;
    • Develop customer satisfaction goals and coordinate with the team to meet them on steady basis;
    Further responsibilities:
    • Manage communication and reports on major incidents, including escalation management to the company, to relevant contacts;
    • Planning, controlling and monitoring life cycle management for the Service ServiceNow;
    • Significant support for the global standardization of ITSM processes, PPM, SAM, ITOM;
    • Set up OE Onboarding projects and take over the role of Project Manager if required.
    Requirements:
    • Qualification or corresponding professional experience in IT (at least 4 years in project management or ITSM processes);
    • Skills and competencies (functional / technical / methodical / social, alliance competencies);
    • In-depth knowledge/experience in IT service management processes (esp. Service Operation/Service Transition) as well as overview knowledge of IT service management tools;
    • Experience with international project/s or (offshore) cooperation;
    • Proficiency in Office 365 and Service Management tools (especially ServiceNow);
    • Pronounced commitment and flexibility, assertiveness, goal and team orientation as well as independent work, personal responsibility, initiative, persuasiveness and negotiation skills;
    Skills:
    • Fluency in English is required;
    • Fluency in German is optional;
    • Reliable with high level of accuracy;
    • Ability to coordinate with all levels of stakeholders and ability to persuade/follow-up to ensure results;
    • Team player and ability to work under pressure with advanced level of self-organization and initiative;
    • Ability to remotely coordinate with stakeholders across globe by effectively utilizing the communication channels;
    • Good communication and relationship building skills;
    • Certification in ITIL V3 (Foundation);
    • ServiceNow experience.
    Benefits:

    We place people at the core of what we do, this is why we are committed to your personal and professional growth:
    • Complete training curricula available (tailored courses);
    • International Certifications (Agile, Prince, ITIL, IFOA, ACCA, IACCM etc.);
    • Comprehensive Leadership Programs;
    • All you can learn with LinkedIn Learning!
    • German Language Courses for any level;
    • All you can read with Bookster!
    We care about the performance of our employees and we know it can only be reached by ensuring you proper work-life balance:
    • 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!
    • Corporate Massage;
    • Weekly Fruit Day;
    • WorldClass Gym Discounts.
    Come to the Allianz side! We have attractive compensation and incentives:
    • Fixed salary compensation along with rewards & recognition performance-related bonus scheme;
    • Meal and Gift Tickets.
    The personal information that you may provide to us (including sensitive information) may be provided to Hiring Managers for the purposes of assessing your suitability as a candidate.