Senior Manager-Service Management_1030

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

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.