Service Operations Manager
Allianz Global Assistance
Barcelona (España)
hace 1 día


Allianz es el hogar para los que se atreven - el lugar donde poder tomar la iniciativa para desarrollarse profesionalmente y colaborar en mantener nuestra posición global de liderazgo.

Preocupándose por las personas - tanto por sus 85 millones de clientes, como por sus más de 142.000 empleados / as - Allianz fomenta una cultura en la que se anima a sus empleados / as a compartir, participar, abordar tendencias actuales y desafiar el negocio.

Nuestro principal objetivo es ser el referente de nuestros clientes, brindándoles la confianza necesaria para crecer.

Si te atreves, únete al grupo Allianz.

Descripción de la oferta

Are you thinking of a job change? You deserve a company that really cares about its talent.

At Allianz we’re looking for a Service Operations Manager in order to join our recently created Branch, based in the Barcelona center.

We’re thinking of really committed professionals who look forward to become a part of a state-of-the-art tech company.

Allianz Technology is the internal IT provider of Allianz. Our B2B2C Operations department, with headquarters in Munich, provides end-to-end infrastructure solutions for our internal business organization Allianz Partners all over the world.

Within the B2B2C Ops team, based in Barcelona but working closely with our HQ in Munich this is an exciting job opportunity to contribute in the shaping of eCommerce’s infrastructure and work in a fast-paced, multinational environment with a strong focus on best practices.

The job requires proper communication and alignment with all stakeholders such as top executives and partners.

Key Responsibilities :

  • Review and analyze offered client solutions to meet contractual and operational terms among service providers and vendors.
  • Liaise among teams to assess risks and initiate workflow changes.
  • Establish quality controls with internal support teams.
  • Design and modify workflows for CPI or Service request processes on different tools. (ServiceNow mostly).
  • Advise client during Business Case formulation and delivery of Transformation projects.
  • Evaluate handover of services and CPI Sign-off.
  • Supervise shadowing and reverse shadowing among teams as required.
  • Support setting up of reporting and governance metrics with run teams.
  • Support business continuity planning models.
  • Communicate Management policy creations or changes with internal stakeholders and vendors.
  • Perform Central Operation process changes in alignment with stakeholders.
  • Ensure operational processes are followed due diligently.
  • Assisting in operational escalations during major service interruptions.
  • Supporting on manager on Duty role if required.
  • Service provider management and vendor management activities involving service improvement.
  • Project management activities involving GANT chart review, stakeholder alignment and team coordination.
  • Designated Manager on Duty to Drive Global Infrastructure technical response to major incidents, establishing command and control through the entire incident lifecycle when required.
  • Strong leadership presence on Major Incidents, driving accountability across all levels of Technical resolvers and Technical Leadership.
  • Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners.
  • Managing C level communications during the Major incidents and problem process.
  • Must be able to multitask and perform in a stressful environment.
  • Key ability to roll out process transformations across regions.
  • Structure continuous improvement processes for IT managed services and infrastructure :

  • Review existing processes and consult client on improvement strategies by proposing operation improvement practices.
  • Manage knowledge, document process guidelines, and approvals for management signoff through defined channels.
  • Performing day-to-day process administration.
  • Ensure completeness and integrity of information collected to conduct daily operations.
  • Enabled to deliver high-level presentations to top Executives and partners :

  • Provide rollout training or refresher training on internal CPI Processes to new or existing support teams directly or in coordination with central teams and service providers.
  • Reviewing the operation, process reports and management information.
  • We offer :

  • Steady job, you'll get a permanent contract since the first day.
  • Competitive salary (negotiable according to candidate’s experience).
  • Fringe benefits : Restaurant card, life and accident insurance, private pension plan and studies fund. We also offer discounts on other products from the company and shares as well as a Christmas gift card.
  • Covered relocation and visa process expenses if needed.
  • Career plan and specialized training courses.
  • Our schedule is from Monday to Thursday from 8-10h to 17-18h and on Fridays from 8-10h to 14-16h. Moreover, from June 25 th till September 15th we have Friday’s reduced schedule.
  • Requisitos

    Key Requirements / Skills / Experience :

  • Graduate or Postgraduate in Computer Applications / Science or similar qualification.
  • Outstanding English communication skills. At least C1 / CAE level.
  • ITIL foundation certification is mandatory.
  • ITIL intermediate SO, ST desired.
  • Minimum 8-10 years of relevant experience in IT Service management.
  • Good exposure to ServiceNow. If not, we also value experience with BMC Remedy and / or HP Service Manager.
  • Core experience in CPI lifecycle management.
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