Primary point of contact for IT service levels and issues for customer, Global IT CSM & business DPE.
Support overall customer relationship and customer satisfaction
Responsible for Security and audit compliance, reviews & actions
Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to Customer on time(as agreed with DPE/PE)
Ensure Service Requests are action in line with contract commitments
Reporting in IT Governance Status Meetings / Reports with PMO (Summary of Problem, Incident/RCA, Change, Service Request, Service Level Metrics, IT Security Management / Audit Readiness, Contract Mgmt., Financial Mgmt., IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirements
Responds to client IT requirements as specified in the contract or Statement of Work (SOW).
From Account perspective, manages matrix of resources and coordinates with client and 3rd Party IT resources to deliver IT services and solutions to support the client organization.
Owns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.
Internal and External Vendor management
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Monitor and ensure SLAs are met, issues escalated and prioritized.
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Monitor and feedback on the effectiveness of services provided by both internal and external vendor meeting business needs.
Establish Service Improvement and Analytics
Manage IT Services delivery compliant with Group standard and local regulatory requirements.
Manage timely onboarding of new services and ensure they are compliant
Analyze Saas application for internalization opportunities
Engage with Delivery team and stakeholders to establish service continuity management and disaster recovery plan management
Service Management team reporting and line management
Good understanding of Corporate Rules for IT – AFRIT, AFIRM & APITIS
Good understanding of Procurement and contracting process, especially TPRM, TPCRM, DDQ forms, basic level security audit requirements for onboarding, AI Register and assessment etc
Good Understanding of Infra & change/release management process
Qualification & Experience
University degree in Computer Science, Management Information Systems or related
Recommended to have 10+ years of relevant experience in IT operations from which around 3 - 5 years’ experience should be as Service Manager with end to end responsibility
Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable
Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud ecosystems
Exposure to
Working in multi-national teams and across countries and cultures to achieve solutions
Setting up OR managing global service delivery in a multinational organization
Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Working with teams with internal/external suppliers in a multi-suppliers setup.
PMP /PRINCE2, ITIL Certification
A track record of Independent worker but a team-player; self-starter; business-minded; pragmatic; result-oriented with a 'can-do' attitude
Ability to deliver high-quality results; and takes ownership of initiatives.
Engaging personality who is able to build and maintain good working relationships and strong professional presence
Project manager experience
Skills/Specific Tasks/Activities performed
Technical
Strong technical competencies resulting from previous working experience at expert level within an IT Service Management or support environment.
Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security), cloud ecosystems and basic network technologies
Experience in ServiceNow and Service Now Configuration management
Good understanding of procurement and contracting process
Microsoft Office knowledge (Word, Excel, Project, Powerpoint,…)
Allianz Procurement & Contracting knowledge
Basic knowledge about business applications /services in multiple domains.
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