Lead-Service Management_1886

The ideal candidate should have 7+ years of experience in Service Management area with adequate  understanding of SF HR modules.. This candidate would be performing in a role of Specialist-Service Management ensuring the identification, documentation, and implementation of IT service requirements. Prior experience of working in mid/large size organization across geographies is a strongly preferred.

You will 

• Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies to ensure the quality of operations.
• Develop and implement IT service management strategies aligned with business goals.
• Plan and manage the IT service portfolio to ensure it meets current and future needs.
• Design new IT services or modify existing ones to improve quality and efficiency.
• Ensure that service designs are consistent with architectural standards and business requirements.
• Manage the transition of new or changed services into the operational environment.
• Ensure that IT services are delivered effectively on a day-to-day basis.
• Implement and oversee incident and problem management processes to resolve issues promptly.
• Driving the efficiency and effectiveness of the incident/problem management process track and ensure KPI adherence
• Identify opportunities, implement best practices and process improvements to enhance service delivery.
• Manage relationships with third-party service providers to ensure they meet agreed service levels.
• Monitoring of the tickets from service providers(providers), improve quality and suggest process improvements.
• Responsible to deliver Customer/Management reporting as per the agreed timelines.
• Ensure IT services comply with relevant legal, regulatory, and security requirements.
• Responsible for quality review and adherence for operations team.
• Coordinating interfaces between incident management and other service management processes.
• Assurance of application operations according to agreed SLAs - Incident, problem and change management.
• Constantly review incidents, Service requests ; to identify trends and opportunities for improvements –Establish tools to improve the efficiency of the run processes as required.
• KMDB- Knowledge Management data base, Training the new joiners on incident/problem mgmt.
• Ensure IT services comply with DORA requirements and maintain documentation for audit reporting purposes.
• Prepare and submit reports on operational resilience to relevant regulatory bodies.
• Evaluate and manage risks associated with third-party service providers, ensuring they meet resilience requirements.
• Conduct regular assessments of third-party compliance with DORA standards.
• Develop and implement strategies to ensure the resilience of IT services against disruptions, cyber threats, and other operational risks.

Your skills

• University degree (Bachelor or equivalent)
• ITIL Service Management
• Reporting, Data Analytics
• JIRA and Confluence
• MS Office Suite
• Excellent communication and presentation skills.
• Exposure to AI tools, even at a basic level, is a value-add. 

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.  

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of 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. 

Join us. Let's care for tomorrow. 

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.