Service Manager (m/f/d)

About the Job

Infrastructure & Information Security” (IF&S) delivers global shared services while continuously evolving its cloud, network, and security platforms. This role sits within Workplace Services, responsible for technical workplace solutions across the Allianz Group, with a core focus on the Global Print service.

Our goal: a fully digitized, integrated workplace that enables new ways of working worldwide. You will operate in a fully agile environment within cross-functional squads and chapter structures.

Global Print is a Global Shared Service that provides Allianz entities and branches with standardized and secure print, scan, and copy capabilities. Delivered by an external service provider using managed multifunction devices, the service covers secure print and scanning workflows, the full device lifecycle, and end-user support, with a strong focus on service quality, security, compliance, and cost efficiency.

What you do

• Ensure stable, reliable day-to-day delivery of the Print service, including operational execution, within an agile DevOps team. Coordinate, monitor, steer, and continuously improve service delivery across the full service lifecycle, along the ITIL framework and with emphasis on cost optimization. Manage the external provider responsible for day-to-day operations, including contract oversight, and ensure the technical content of supplier contracts is correct. Lead supplier performance governance through regular service reviews, SLA and KPI monitoring, improvement plans, risk mitigation, and follow-up of contractual commitments.
• Coordinate internal and external partners to ensure service quality and state-of-the-art technology. Track key indicators and parameters, including cost per service, quality, capacity, business continuity, and IT security. Report on SLAs and ensure alignment and compliance with Allianz IT standards. Maintain the service catalog (service descriptions, order agreements, SLAs/quality criteria) and document operational processes (runbook).
• Act as escalation point for operational service complaints and as key contact for customer requests and questions. Own the service-level incident and problem management process, including major incident coordination, service recovery, root-cause analysis, corrective and preventive actions, and escalation to accountable technical or supplier teams. Contribute to planning and managing service costs, validate and approve supplier and customer invoicing, and provide management information on services, pricing, service level quality, and P&L, with the Commercial Manager.
• Administer and continuously improve the approved commercial models, charging mechanisms, material numbers, and cost-allocation processes for Global Print service consumption. Analyze the completeness and quality of the services provided (e.g. through benchmarking) and define improvement measures.
• Govern the onboarding of Allianz entities and branches to the Global Print service, including operational readiness, local stakeholder alignment, support readiness, supplier preparedness, and structured handover into operations. Oversee knowledge management for the service desk and service recipients (user manuals, intranet sites, communities). Report progress to stakeholders and management, and take part in weekly meetings.
• Coordinate international transformation and modernization initiatives for the Global Print service, including migrations to new operating models, providers, or platforms. Contribute operational, financial, supplier, and service-performance input to demand, roadmap, and lifecycle planning, and coordinate implementation of approved service changes in alignment with the Product Owner.
• Contribute to defining global standards and the development direction of the Global Print service, and assess the operational, financial, and technical impact of changes. Coordinate service-related risk management, audit activities, compliance obligations, IT security requirements, and data-protection topics, and track agreed remediation actions with the accountable stakeholders.
• Plan the approach for cross-cutting topics such as security, capacity management, and disaster recovery together with the other workplace and infrastructure services. Lead customer communication and organizational change support for service onboarding, operational changes, migrations, major incidents, and other service-impacting activities.

What you bring

• Solid knowledge of the ITIL framework and hands-on service management experience. Confident handling of SLAs, KPIs, and NPS.
• Experience in provider and contract management, including supplier service reviews and performance improvement plans. Practical experience with incident, major incident, problem, risk, audit, and compliance processes.
• Working knowledge of ServiceNow for order and service management. Foundational understanding of managed print services and print infrastructure.
• Experience coordinating international onboarding, service transition, and cross-functional programs. Commercial awareness and experience with service costing, charging, invoicing, and cost allocation.
• Effective communication and stakeholder management across complex, cross-functional environments. Solution-oriented, result-driven team player with strong organizational skills.
• Fluent English, written and spoken, including the ability to communicate complex topics clearly.
• Familiarity with AI technologies and GenAI platforms is a strong advantage.

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 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 strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and 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 race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, 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.

 109734 | Operations | Professional | Non-Executive | Allianz Technology | Full-Time | Permanent