Head of Local IT Delivery & Workplace Experience (m/f/d)

Who are we?
At Allianz Portugal, we are driven by the common goal of caring for tomorrow.
We care for our customers by creating products that help them protect their families.
We care for our employees by fostering a culture of inclusion and equal opportunities, where everyone can have the chance to grow.
We care for the future by supporting sustainability, the environment, and equity.

Join the world's most valuable brand among insurers.

Key responsibilities

1. Strategic Leadership & Business Partnership

• Act as the primary IT interface to business, ensuring clear prioritization, transparent status, and alignment with strategic objectives.
• Steer the demand‑to‑delivery pipeline across both Change and Run domains.
• Ensure time‑to‑market, delivery quality, budget control and strong stakeholder satisfaction.

2. Operational Leadership

• Set expectations, OKRs, and performance standards for both team leads.
• Promote collaboration between Workplace/Service Desk and IT Change, ensuring seamless transitions between Run → Change and Change → Run.
• Build a culture of accountability, continuous improvement, and empowerment.

3. Service Desk & Workplace Support Oversight

Oversee the Service Desk & Workplace Team lead to:

• Guarantee a stable digital workplace: laptops, mobile devices, collaboration tools, access workflows, virtual environments, networks/printing basics.
• Ensure efficient asset lifecycle, patching and evergreen updates aligned with AzTech standards.

• Ensure end-to-end ticket management, including proactive follow-up and escalation management for unresolved issues.

• Track and improve SLA performance (first contact resolution, backlog health, resolution times…). Analyze ticket trends and feedback to identify areas for improvement and implement service enhancements.
• Drive self‑service, automation, and shift‑left initiatives to lower ticket volume.
• Oversee onboarding/offboarding digital readiness and cross‑functional coordination (HR, Facilities, Security).

4. Local IT Change & Development Oversight

Oversee the IT Change & development Team lead to:

• Lead the change portfolio, coordinating demand intake, high‑level estimation, solution design and functional alignment.
• Oversee PI/Sprint planning, capacity allocation, and dependency management.
• Ensure releases are delivered with quality, alignment to architecture, and proper non‑functional requirements.
• Coordinate with external development vendors and AzTech Group teams for shared platforms, integrations, and releases to ensure seamless integration and alignment.

5. Performance, Cost & Governance

• Own the IT performance dashboard across both teams (change KPIs + run KPIs).
• Ensure compliance with internal and Group IT governance, digital resilience and audit expectations.
• Drive cost optimization across service support, development, vendors, and cloud run.
• Ensure KPI‑driven continuous improvement across incidents, delivery throughput, and employee experience.

Requirements

Must‑have

• Leadership of multi‑team IT structures, ideally combining development + support.
• Proven experience in IT delivery, production support, workplace support, and business engagement.
• Strong understanding of agile delivery, solution design, and vendor management.
• Capacity planning and portfolio steering (PI/Sprint/demand management).
• Strong financial governance mindset and KPI driven
• Fluent Portuguese and English

Nice‑to‑have

• Spanish.
• Insurance or regulated environment experience.
• Cloud, automation, or employee experience tools

What can we offer you?
• Hybrid work model and flexible working hours/IHT.
• 25 vacation days + 3 additional days off.
• Share Purchase Program and discounts on services and partner companies.
• Gym and dining facilities at the company's headquarters.
• Work Well activities, health, and well-being initiatives for employees.
• Exciting career opportunities at both national and international levels.
• Integration into the official global partner of the Olympic and Paralympic Movements, ranked as #1 for Inclusion and Equal Opportunities.
• Certified as the best insurer to work for in the Great Place To Work ranking (2nd place in the Top 10 Best Companies to Work For), with certifications for Gender Equality and Equal Pay.

94490 | Engenharia informática e técnica | People Management | Allianz Executive | Allianz Portugal | A tempo inteiro | Permanente

The Allianz Group is one of the most reliable 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 create an environment where everyone feels empowered and confident to explore, grow, and shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous one, and we are committed to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance matter, and which fosters a culture based on integrity, fairness, inclusion, and trust.

Therefore, we welcome applications regardless of ethnic or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected by applicable local laws and regulations.

Great to have you on board. Let's care for tomorrow.

Note: Having diverse strengths, experiences, perspectives, and approaches is an integral part of Allianz's corporate culture. One way to achieve this is through the regular rotation of Allianz executives across roles, Allianz entities, and geographic areas. Therefore, the company expects its employees to have a general openness and strong motivation to regularly change positions and gain experience within the Allianz Group.