The Service Manager is responsible for ensuring customer satisfaction in regards of (contractually) guaranteed services and business continuity. th SM is passioned about managing trustworthy customer relationships for world-class contact center solutions services within Allianz. The SM possesses extensive cross domain knowledge of contact center technologies and contact center business processes.

 

The Service Manager will map and document the relationship and influences of new requirements to existing and future services. The SM has a deep understanding of contracting and service level agreements also being able to monitor and report/control them. The SM has strong communication and stakeholder management skills. The SM will cooperate closely with customer business analysts, contact center agents, project service managers, 3rd parties as well as senior management to ensure the desired business services are implemented.

 

 

You Will

 

Being part of the whole IT process by providing and developing cost-effective IT services contributing to the company service portfolio Participating in the definition of key indicators and relevant parameters of the service (costs, quality, capacity, business continuity, IT security…) Coordination of standard solutions and customer needs by managing both human and technical sources Coordination of continuous improvement in the service Engaging customers and clients relationships as well as supplier management Good understanding and communication with the project management and technical teams in order to satisfy client’s needs

 

 

Your Skills

 

Higher education degree with technical / economical background and focus Process and Project Management and ITIL training / certification (desirable) Knowledge about Contact Center Solutions based on Cisco Infrastructure (desirable) Knowledge on contact center (desirable) Work experience in an international environment (desirable) Experience on Cloud and CAI platforms e.g. Cognigy (not mandatory)   Fluent English and German as preference Agile knowledge Minimum 5 years’ experience as Service Manager Past experience as contact center agent or team lead is a plus Experience working in complex IT development projects Experience in working with international teams in a multicultural environment

 

Your benefits:

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

65606 | Operations | Professional | Non-Executive | Allianz Technology | Full-Time | Permanent

 

About Allianz Technology

Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 12,000 employees located in 51 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry.

We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age.

Diversity of minds is an integral part of Allianz’ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.

D&I statement

Allianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We are interested in your strengths and experience. We welcome all applications from all people regardless of gender identity and/or expression, sexual orientation, ethnicity and cultural background, age, nationality, religion, disability, or philosophy of life.

Join us. Let´s care for tomorrow.

You. IT