Service Delivery Manager

About the role

The Service Delivery Manager plays a key role in delivering world-class contact center solutions within Allianz. This role leads customer relationship management and ITIL-based process management, applying broad knowledge of contact center technologies and business operations.

You will map how new requirements impact current and future services, working closely with business analysts, contact center teams, project managers, external partners, and senior management to ensure outstanding service delivery.

As a central support during major outages, you will guide operational teams in troubleshooting and problem resolution. You’ll join a dynamic, collaborative environment where your ideas are valued and where you can challenge and influence designs and implementation plans.

If you’re driven by service excellence, innovation, and impactful teamwork, this role is a great opportunity to grow and make a difference.

What you do 

• Being part of the whole IT process by providing and developing cost-effective IT services contributing to the company service portfolio
• Participating in the definition of key indicators and relevant parameters of the service (costs, quality, capacity, business continuity, IT security…)
• Coordination of standard solutions and customer needs by managing both human and technical sources
• Coordination of continuous improvement in the service
• Engaging customers and clients relationships as well as supplier management
• Good understanding and communication with the project management and technical teams in order to satisfy client’s needs

What you bring

• Higher education degree with technical / economical background and focus
• Process and Project Management and ITIL training / certification (desirable)
• Knowledge about Contact Center Solutions
• Knowledge on Cloud infrastructure and contact center  (desirable )
• Work experience in an international environment (desirable)  
• Fluent English plus another language , Italian, Spanish, French
• Agile knowledge
• Minimum 5 years’ experience as Service Delivery Manager
• Past experience as contact center agent or team lead is a plus
• Experience in working with global, multi-cultural teams
• Experience working in complex IT development projects

What we offer

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad.
• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location).
• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered.
• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.

About Allianz Technology

With its headquarters in Munich, Germany, Allianz Technology is Allianz's global IT service provider and delivers IT solutions that drive the group's digitalization. With more than 11,000 employees in over 20 countries around the world, Allianz Technology is tasked to run, optimize, transform, and innovate the infrastructure, applications, and services together with Allianz companies to co-create the best customer experience.

We service the entire spectrum of digitalization – from one of the industry's largest IT infrastructure projects that spans data centres, networks, and security, to application platforms ranging from workplace services to digital interaction.

In short: We deliver comprehensive end-to-end IT solutions for Allianz in the digital age. We are the backbone of Allianz.

Find us at: www.linkedin.com/company/allianz-technology.

Commitment to Integrity, Fairness & Inclusion

Allianz Technology is proud to be an equal opportunity employer dedicated to fostering an inclusive work environment for everyone. We embrace individuals of all gender identities and expressions, sexual orientations, ethnicities, ages, nationalities, religions, disabilities, and philosophies of life. Ultimately, our greatest strength as a company lies in the unique skills, experiences, and backgrounds our employees contribute.

We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

To Recruitment Agencies:

Allianz Technology has an in-house recruitment team that sources great candidates directly. Therefore, Allianz Technology does not accept unsolicited resumes from agencies or search firm recruiters.

When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when there is a contract in place. Without a contract in place, we will not accept invoices on unsolicited resumes, even if the candidate was ultimately employed by Allianz.

86714 | Operaciones | Profesional / Senior | Non-Executive | Allianz Technology | Jornada completa | Indefinido