IT Service Manager

Allianz Services is proud to serve and be part of Allianz Group, one of the world's leading insurers and asset managers. Our strong global footprint, with around 5000 employees located across eight countries and four continents, enables us to unlock the full potential towards driving a superior client experience within Allianz Group.

We are Actuaries, Business Analysts, Finance Experts, Consulting Managers, HR People, Communication Professionals; Operation Engineers and Insurers; we are daughters and sons, mothers and fathers.

Our people are what matter most, rooted in our values, and we strive to continuously evolve, improve, and create a superior client experience while contributing successfully to the transformation of Allianz. Caring actively for the environment, for people, and for our customers is what makes us a great place to work and together we are shaping a better and more caring tomorrow.

Job role

AGN Services is globally responsible for the operation of the Allianz Global Network. In an environment greatly shaped by outsourcing, AGN Services governs a series of partners in order to deliver to the Allianz Group stable and reliable services in the fields network, language, video and web conferences. The Service Manager for Telephony,  DSL and FaxServer is responsible for service quality and maintenance within their core area. This implies supporting the branch during escalation processes, for operational provider management, as well as quality assurance in regards to the delivery of IP Telephony , DSL and FaxServer services.

Responsibilities

• Managing Service Delivery Meetings with the integrator
• Responsible for cost and revenue planning for IP Telephony , DSL and FaxServer services
• Responsible for verifying and approving integrator and other service providers invoices
• Product calculations and service descriptions for Allianz internal clients for IP Telephony , DSL and FaxServer services
• Define and maintain the relevant process documentation for the services in scope – IP Telephony FaxServer/DSL services
• Service (Telephony/DSL/FaxServer) related reporting system & service quality control (for clients)
• SLA / Performance Management & Reporting System
• Service Lifecycle Management (continuous improvement of the service)
• Post processing of escalations / disturbances with the integrator
• Troubleshooting process with partners after incidents or escalations
• Collaboration in international projects
• Operates within an agile delivery organization fulfilling the tasks/ responsibilities of a Service Manager using agile principles and practices
• Develops cost-effective IT services that contribute to the overall Allianz Technology service portfolio
• Helps to coordinate, monitor, steer and continuously improve the services / service delivery according to service lifecycle management for IP Telephony FaxServer/DSL services

Requirements

• Degree in computer science or comparable experience
• 3+ years of experience in IT Service Management processes in complex IT environments
• Fundamental experience in working with IT Infrastructure Components (especially Telephony DSL/FAX Technology)
• Fundamental experience into financial and commercial aspects of IT related topics
• SAP knowledge is an advantage
• Competence to manage tasks in demanding and unfamiliar situations with problem solving skills based on practice and precedent
• International environment incl. intercultural expertise desired
• Strictly process oriented working
• ITIL certification (V3 Foundation or higher)
• Experience with change management tools (. ServiceNow)
• Very good knowledge of MS Office
• Experience in Customer Consulting & Standard IT Operations
• Sound and comprehensive communications skills to exchange information
• Fluent English, German would be also desirable
• Having an Agile Mindset
• Living the Allianz People Attributes: Customer & Market Excellence, Collaborative Leadership, Entrepreneurship and Trust

Skills

• Accurate, reliable and independent way of working
• Analytical thinking and problem solving
• Creative and open mind for changes
• Customer and service oriented demeanor
• Ability to work independently and self-conscientiously in a multi-cultural environment
• Ability to work with minimal supervision
• Creative and open mind for changes
• Excellent Effective communication skills – both oral & written
• Solid presentation, consulting and moderation skills
• Strategic Skills – Global Thinker, Analytical thinking and Problem solving;
• Team Player
• Strongly Customer and service oriented
• Proven organizational and self-motivation abilities
• Ability to work in a multi-cultural environment

Benefits

Come to the Allianz side! We have attractive compensation and incentives:

• Fixed salary compensation along with fixed benefits.
• Flexible benefits that can be individually customized, so that they best suit your needs.

Fixed Benefits - We place people at the core of what we do, this is why we are committed to your personal wellbeing and professional growth.

• Additional vacation days (work tenure, Allianz tenure, special events, Paid day for child medical check-up)
• Rewards and Recognition Program (Team Excellence Award, Anniversary Awards, Above & Beyond Awards, Thank you for your contribution!)
• Complete training curricula available (tailored courses)
• International Certifications (Agile, Lean Six Sigma, 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!
• Employee Referral Program
• Exclusive Deals & Discounts
• Share Purchase Plan
• Allowances for special events (Birth Allowance, Losing a Family Member)
• Parking lot (limited parking spaces, reservation system)
• Open cafeteria on each floor (coffee, tea, water, fruits)
• Relaxation areas (on each floor) & Gaming area
• Flexible working program

FlexiBenefits - We care about the performance of our employees and we know it can only be reached by ensuring your proper work-life balance.

• Medical services  
• Private pension
• Internal Tourism
• Smart Experiences
• Meal Tickets  
• Transportation vouchers
• Cultural events  
• Telemunca
• Gifts and giveaways
• Donations

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. Only suitable candidates will be contacted. All applications will be treated with confidentiality.