Senior Manager-Service Management_1030

This job is with Allianz Commercial, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Overall Objectives of Job

Continual Service Improvement and Process Maturity :

Lead

the design, implementation, and continual improvement of ITSM processes (Change, Incident, Problem) across Data Centre and

Cloud (AWS & Azure) services .

Establish

baseline operational processes,

identify

maturity gaps, and

drive

structured improvements in collaboration with global and regional teams.

Act as a

trusted

partner to

Global Product Owners ,

Tribe Leads , and the

Central Stability

team to ensure alignment of service management

practices

with organizational

objectives .

Own

and

deliver

continual service improvement initiatives,

focusing

on process

efficiency , tooling

enhancements ,

automation , and service

reliability .

Collaborate

with cross-functional teams to improve service delivery and customer experience through proactive problem

identification , root cause

elimination , and process

streamlining .

Provide governance and oversight to ensure process

adherence , reporting, and

compliance

to ITIL and DevOps standards.

Drive

adoption of

best

practices in service management, embedding a culture of

accountability ,

proactive

problem-solving, and continual improvement.

Monitor

key service performance

metrics

and recommend data-driven improvements to

reduce

incidents, improve

stability , and increase service

value .

Influence

and engage with senior stakeholders to ensure

visibility ,

prioritization , and

execution

of

improvement

initiatives.

Continuously

assess and recommend improvements to CPI management processes and tools.

Process and Incident Optimization

Drive

initiatives aimed at reducing incident in operations and improving service delivery.

Identify

opportunities for automation or process optimization to reduce incident volumes and improve efficiency.

Change, Problem and Incident Management :

Provide Managerial Assistance to the CDC team in Major Incident, Problem and Change Activities.

First level escalation point

and representative for CDC Operations.

Operations

Report and Management Packs - Reflect the good work, Topics that require focus, Trends, Patterns, Proactive Measures, etc

Analyze

data from ServiceNow, JIRA and other tools to identify incident trends and areas for improvement, correlations, opportunities to reduce incidents and actionable insights.

Provide regular and timely status

updates , post-incident

reviews

and incident and

RCA

reports to senior management.

Projects and Initiatives [Situational Leadership & Open Communication] :

Lead

technical teams and provide

guidance

on resolving CDC topics / issue log (Eg. CMDB, Identifying and fixing monitoring deficiencies, Data issues, etc), ensuring

collaborative

efforts during escalations.

Manage and

lead

small projects or

initiatives

that improve

quality

of processes and overall service reliability.

Pick conversations

and

follow through - Identify topics from SNOW data that can be automated. Contribute to internal

productivity

targets.

Qualification & Experience

Mindset and Values

• Be Agile, live and feel free to have constructive conversations challenging and driving.. Overall Stability of CDC Services and Customer Experience through Continuous Improvements.

Experience :

8-12 years of overall IT experience, with at least 5 years in IT Service Management or Continual Service Improvement roles.

Strong working knowledge of ITIL v4 (or v3) practices, and DevOps.

Proven experience in managing ITSM in Data Centre and Cloud (AWS & Azure) environments.

Demonstrated track record of driving process maturity, operational excellence, and stability improvements in large-scale, global environments.

Skills & Competencies :

Solid understanding of IT infrastructure and cloud technologies (AWS, Azure).

Strong stakeholder management skills with the ability to engage, influence, and collaborate across global teams.

Analytical and data-driven approach to problem-solving and decision-making. Creative with Power Point Presentations.

Excellent communication skills (written and verbal) with the ability to convey complex ideas in a clear and concise manner.

Assertive, self-motivated, and results-oriented professional with a continuous improvement mindset.

Experience with ITSM tools (e.g., ServiceNow) and reporting / analytics platforms (e.g., Power BI) is desirable. Agile mindset and result oriented attitude.

Good knowledge of the customer, market and competitors.

Living the four Allianz People Attributes : Customer & Market Excellence, Collaborative Leadership, Entrepreneurship and Trust

A fundamental grasp of AI tools will be an added benefit.

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.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Join us. Let's care for tomorrow.