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

Allianz; São Bernardo do Campo; Hybrid; BRL 223.000 - 268.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Bonus scheme

Pension

Employee shares program

Employee discounts

Health & wellbeing benefits

Zusammenfassung

Allianz Technology seeks a Service Manager for the Global Mail Service within the Workplace Services team. You will manage and improve global mail service delivery in a hybrid model, focusing on North America and aligning with IT standards.

You will monitor SLAs, define KPIs, manage changes, and maintain service documentation. Fluency in English and ServiceNOW proficiency are essential, with AI familiarity a strong advantage.

Qualifikationen

• Strong knowledge of ITIL, SLAs, KPIs and NPS.
• Experience with provider management and IT service delivery.
• Proficient in ServiceNOW for order management and workflows.
• Ability to translate technical requirements into end-to-end processes.
• Excellent English communication and collaboration skills.

Aufgaben

• Coordinate and improve services and service delivery across lifecycle.
• Define indicators and monitor cost, quality, capacity and continuity.
• Work in agile teams (Scrum/DevOps) with End-to-End service ownership.
• Ensure change control and service acceptance procedures are followed.
• Develop and maintain service documentation and contracts.
• Monitor KPIs and SLAs to ensure compliance.

Kenntnisse

ITIL framework

SLA knowledge

KPI/NPS

Provider management

ServiceNOW

End-to-end processes

English fluency

AI familiarity

Tools

ServiceNOW

Jobbeschreibung

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.

Salary benchmark for the position

BRL 22,000 (depending on the profile of the candidate)

About Allianz Technology

With 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 & Inclusion

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 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.

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