Regional Service Manager NA for Global Mail (m/f/d)

Jamefy; São Bernardo do Campo; Hybrid; BRL 603,000 - 823,000; Full time

Benefits offered by this job

Hybrid work model

Company bonus scheme

Pension and employee shares

Employee discounts

Lifelong learning

Job summary

Allianz Technology's Workplace Services team seeks a Regional Service Manager NA for Global Mail. You will drive end-to-end service delivery in North America, collaborating in agile squads to ensure high-quality, reliable mail services across regions.

Responsibilities include shaping service metrics, managing change, and documenting catalogues and contracts, while aligning with IT standards. English fluency and strong provider management are essential in this dynamic, hybrid-work role.

Qualifications

• Knowledge of ITIL, SLAs, KPIs, and NPS.
• Experience with provider management and IT service delivery.
• Strong English communication and problem-solving.

Responsibilities

• Coordinate and improve Global Mail service delivery per lifecycle.
• Define and monitor KPIs, costs, capacity, and continuity.
• Collaborate in Scrum/DevOps to deliver End-to-End service.
• Maintain change control and service acceptance processes.
• Create and maintain service catalogs, descriptions and contracts.
• Monitor SLAs and service performance.

Skills

ITIL knowledge

SLA KPI understanding

Provider management

English fluency

Tools

ServiceNow

Job description

Regional Service Manager NA for Global Mail (m/f/d)

About The Job“Infrastructure & Information Security” (IF&S) provides global shared services as well as customized regional services while further developing our cloud, network and security services platforms.

The role lies with "Workplace Services", a department within IF&S that offers products and services for specific technical needs. This includes notebooks, Mobile devices, Thin Clients, virtual clients (AVC/VDI), desktop file service, Office 365 and service desk. Our goal is to provide a fully digitized and integrated workplace that enables new ways of working for the Allianz Group and ensures digital productivity gains worldwide. You work within Workplace Services in a completely agile environment, organized in so-called squads (product teams) and chapters (role/skills-based teams).

We are looking for a Service Manager for our Global Mail Service working as member of an agile team. The aim is to offer and provide the Global Mail Service in a high quality and to continuously increase the quality standard. The focus of this position will be the Environment in NA.

What You Do

• Coordinate, monitor, steer and continuously improve the services / service delivery according to service lifecycle management
• Participate in the definition of key indicators and relevant parameters, e.g., cost per service, quality, capacity, business continuity and IT security, their monitoring and also ensure the overall alignment and compliance with IT standards and processes.
• Working in the agile teams using methods like Scrum / DevOps to ensure End‑to‑End Responsibility for the Service with focus on Europe.
• Ensure processes are in place to proactively protect consistent service quality through rigorous management of change control and acceptance into service procedures
• Develop and maintain service documentation, including service catalogues, descriptions, and contracts.
• Monitor service performance metrics and KPIs to ensure compliance with service level agreements (SLAs).

What You Bring

• Good knowledge and experience with: ITIL framework, understanding of SLA, KPI & NPS and Provider Management. IT affinity and fun in technology and ability to solve problems independently.
• Fundamental knowledge in Service NOW as this is the core product to manage orders for our service family.
• High level technical understanding and the ability to integrate technical requirements into E2E processes
• High flexibility, teamwork, commitment and resilience and ability to work under pressure while delivering high quality results. Strong organizational skills.
• Good communication and influencing skills, high empathy and patience. English fluency, including the ability to handle complex issues and explain complex facts.
• Solution-oriented, high result orientation, flexible and energetic team player, with high resilience and strong organizational skills
• Strong analytical and problem-solving skills
• Familiarity with AI technologies and GenAI platforms is a strong advantage.

What We Offer

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad.
• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location).
• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered.
• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.

About Allianz TechnologyWith its headquarters in Munich, Germany, Allianz Technology is Allianz's global IT service provider and delivers IT solutions that drive the group's digitalization. With more than 11,000 employees in over 20 countries around the world, Allianz Technology is tasked to run, optimize, transform and innovate the infrastructure, applications and services together with Allianz companies to co-create the best customer experience.

We service the entire spectrum of digitalization – from one of the industry's largest IT infrastructure projects that spans data centres, networks and security, to application platforms ranging from workplace services to digital interaction.

In short: We deliver comprehensive end-to-end IT solutions for Allianz in the digital age. We are the backbone of Allianz.

Find us at: www.linkedin.com/company/allianz-technology.

Commitment to Integrity, Fairness & InclusionAllianz 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 strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and 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 race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.

To Recruitment Agencies

Allianz Technology has an in‑house recruitment team that sources great candidates directly. Therefore, Allianz Technology does not accept unsolicited resumes from agencies or search firm recruiters.

When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when there is a contract in place. Without a contract in place, we will not accept invoices on unsolicited resumes, even if the candidate was ultimately employed by Allianz.

109015 | Operations | Professional | PG12 | Allianz Technology | Full‑Time | Permanent