Head of Service Delivery & Transformation - Lisbon

Allianz Services; Oeiras; Hybrid; EUR 100,000 - 150,000; Full time

Benefits offered by this job

Hybrid work model

Bonus scheme

Pension plan

Employee shares program

Learning programs

Job summary

Allianz Services in Lisbon is seeking a senior Service Delivery leader to oversee a diverse portfolio across Customer Care, Compliance, Data Protection, Legal Operations, and more. Lead multicultural teams, drive transformation through AI-enabled solutions, and strengthen Lisbon as a strategic European hub.

You will manage ops, ensure KPI/SLAs, and collaborate with stakeholders to align with Allianz’s strategy, while fostering innovation and operational resilience.

Qualifications

• Master’s degree in Business, Finance, Law, Economics, or related field.
• 8+ years leadership experience in SSC, GBS, Contact Center, or similar environments.
• Strong stakeholder management, transformation, and operational excellence expertise.
• Good understanding of GDPR and regulatory compliance frameworks.

Responsibilities

• Lead the Service Delivery organization, ensuring alignment with business strategy, operational excellence, and sustainable growth.
• Drive service performance, delivering high-quality services that meet KPIs, SLAs, customer satisfaction, and financial targets.
• Build strong partnerships with stakeholders across Allianz and act as the key point of contact for strategic service delivery matters.
• Lead, develop, and inspire high-performing multicultural teams, fostering a culture of collaboration, accountability, and continuous learning.
• Drive operational excellence through process optimization, standardization, automation, and digitalization initiatives.
• Promote innovation by leveraging AI, analytics, and emerging technologies to enhance efficiency and customer experience.
• Ensure compliance with Allianz standards, regulatory requirements, governance frameworks, and audit obligations.
• Oversee risk management, data protection, compliance, and financial controlling activities across the organization.
• Champion digital transformation and continuous improvement to support business growth and operational resilience.
• Deliver measurable results through improved productivity, stakeholder satisfaction, employee engagement, and service performance.

Skills

Leadership

Stakeholder management

Multicultural teams

Process optimization

Automation & AI adoption

Governance & compliance

Power BI/Tableau

GDPR awareness

Education

Master’s degree in Business/Finance/Law/Economics

Tools

MS Office

Power BI

Tableau

Job description

Allianz Services in Lisbon is seeking a senior Service Delivery leader to oversee a diverse portfolio across Customer Care, Compliance, Data Protection, Legal Operations, and more. Lead multicultural teams, drive transformation through AI-enabled solutions, and strengthen Lisbon as a strategic European hub.

You will manage ops, ensure KPI/SLAs, and collaborate with stakeholders to align with Allianz’s strategy, while fostering innovation and operational resilience.