IT Service Management Specialist

Job description

Hybrid Working - 2 days per week in the Guildford office

 

Who we are

Allianz is a global insurance company serving across 70 different countries, but from the very first day you join our team you’ll know that your contributions are valued. We offer world class learning and career development opportunities, while we celebrate an inclusive culture.

 

Role Description

Reporting into the Head of IT Business Services, the role holder carries responsibility for the coordination of all Risk & Governance Control Framework and Internal Audit activity for the Business Services Team. Working directly with the IT Service Managers, the role holder will ensure audit, key control and Allianz Group actions are tracked and delivered within required timescales and to target dates.

 

This is achieved through the role holder having a sound understanding of the Service Management Framework with the ability to work with Internal Audit and colleagues in 1st and 2nd Line Risk- with sufficient real world knowledge and experience to guide audit and control colleagues to the correct evidence in our demonstration of compliance and ways of working.

 

The role holder will take responsibility as the primary point of contact for the Risk and Governance Team, Internal Audit Team and 2nd Line Risk, acting as a Service Management Subject Matter Expert – pulling in the Head of IT Business Services & IT Service Managers where necessary to ensure control attestation is accurately reflective and any risks or control failures are justified.

 

Key Accountabilities

Day to Day Activities

·  Ensure compliance to Allianz Corporate Policies, Functional Rules and UK Regulatory Requirements through close tracking of committed delivery dates and annual attestation cycles
·  Ownership of Key Control Cycle and administrative duties
·  Act as the primary contact for Internal Audit, coordinating evidence returns, proving SME guidance to the internal audit teams to enable the correct documentation of any observations/findings
·  Act as the liaison/contact point for the provision of all Allianz Technology (AzT) audit evidence – working closely with AzT colleagues across the delivery organisation
·  Manage risks associated with IT Service Management and Delivery
·  Manage and track committed Internal Audit Finding target dates, reporting any that are under threat of delivery to the Head of IT Business Services

 

Supporting Activities (as and when required/covering holiday periods)

·  Ensure regular reporting requirements are delivered
·  Collaborate with internal and third party teams to deliver to requirement
·  Lead on business engagement in respective areas of the business
·  Drive continual service improvement activity working with wider Service Management Team
·  Partner with colleagues across the Allianz Operations Function (Change, IT, Facilities and Data) in the effective delivery of all BAU IT services and project and programme related activities
·  Manage Service reviews, IT performance/Service Level Agreement based reporting
·  Resolve escalated issues relating to the Service delivery
·  Ensure continuous service improvement initiation and tracking to completion
·  Ensure the day to day running of Customer facing IT services by defining, implementing and monitoring execution of incident and service request management processes across the IT function
·  Manage major incidents
·  Support root cause analysis, preventative measures and problem management to minimise risk to IT services
·  Help ensure the stability and on-going operation of IT services by ensuring Change Management procedures are defined, executed and adhered to
·  Help ensure the stability of newly introduced IT services by promoting and ensuring the execution of Service Transition and Service Introduction processes
·  Provide service insights that will lead to increased customer experience or efficiencies
·  Promote, gain sponsorship of and implement new technology processes or capabilities that drive benefit for the UK business
·  Work closely with outsourced application development teams to ensure all IT services are available and improving as the platform complexities increase
·  Promote and be an ambassador for the UK business Digital strategy and implement the necessary IT service skills and processes to support that vision

 

Skills

Role Specific

·  Extensive experience of ITIL disciplines and Service Management Framework
·  Management of IT outsourced third party service provision
·  Experience of working within a COBIT Governance Framework (desired but not essential)

 

Generic

·  Proactive and “get involved approach”
·  Strong business awareness and focused on customer service
·  Adaptive and responsive to change
·  Ability to build and manage relationships
·  Ability to build partnerships across Allianz Business units
·  Excellent communication skills; approachable; authoritative; diplomatic; demonstrates empathy
·  Effective team-player
·  Team building, leadership and motivation

 

Qualifications

·  Degree level or equivalent appropriate experience
·  Masters level degree in a relevant professional discipline is desirable
·  ITIL Service Management or equivalent qualifications are desirable
·  BCS or CII qualifications are desirable

 

Experience

Experience of:

·  Operating in the IT Service Management arena within a regulated industry
·  Working with a range of stakeholders across a large multi-national commercial organisation
·  Providing SME level expertise in Service Management Processes and IT service introduction methodology
·  Managing IT in an outsourced service environment
·  Collaborating with IT vendors of differing sizes is beneficial
·  Collaborating with third parties service provision – especially offshore, internal business stakeholders and parallel work streams
·  IT Service Management expertise within a multi-stakeholder environment with a demonstrable ability to negotiate compromise and gain stakeholder buy in
·  Working with IT service introduction methods, disciplines, tools and reporting 
·  Interpreting, communicating and implementing ITIL disciplines

 

What We Will Offer You

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you.

We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:

 

·  Competitive annual salary - Up to £65,000
·  Flexible buy/sell holiday options
·  Hybrid working
·  Annual performance related bonus
·  Contributory pension scheme
·  Development days
·  A discount up to 50% on a range of insurance products including car, home and pet
·  Retail Discounts.

 

Our Ways of Working

Do you need some flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. 

Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.

 

Our Purpose and Values

We secure your future

Be Brave | With Heart | Everyone Counts | Inspiring Trust

Our purpose and values are more than just words on a website - they are the why and how of Allianz.  They influence everything we do and guide us how to do it.

Created by our people, for our people, they shape our culture, bring us together, and inspire us to be the best.  Building on inclusive culture for us all to succeed.

 

Diversity & Inclusion

At Allianz, we value diversity and inclusion and back this up with our accreditations, Allianz is EDGE certified for gender inclusion, members of the Women in Finance Charter, a Disability Confident employer, Stonewall Diversity Champion members, signatories of Business in the Community's Race at Work Charter, and an Armed Forces Covenant gold standard employer. 

We recognise the strength of neurodiversity in the workplace, and the far-reaching benefits of embracing a spectrum of thinking styles and innovative capabilities. We proudly welcome applications from neurodivergent and disabled candidates, and can offer tailored adjustments to remove barriers and set you up for success in your career.

At Allianz, we encourage our people to advocate for what they need, we listen, and we act – this could include providing assistive technology, ergonomic specialist equipment, mentoring and coaching, or flexibility in the way you work, among a wide range other adjustments.

 

 

Join us - Let’s Care for Tomorrow.