Senior Service Manager (m/f/d)

Job description

Join us. Let’s care for tomorrow. 

 

At Allianz Global Investors we foster a culture of professionalism, fulfilment, and an inclusive working environment. Do you want to be part of a leading active asset management company? Then join us now as Senior Incident and Enterprise Service Manager in Frankfurt!

 

You will play a crucial role in managing Enterprise Service Desk, following up on timely incident resolution together with our external service provider and being a service business partner for our Global Finance function (“Business”).

 

You will be part of our Global Finance Operations Team and you will work closely with Business stakeholders to integrate various vendors and services into one consistent Finance Facing Service.

 

What you will do

 

Service Owner for Enterprise Service Desk:

·  Act as the Service Owner for the Enterprise Service Desk

 

Core Incident and Enterprise Service Management:

·  Play a proactive role in Enterprise Service Management with a focus on Finance business process outsourcing (BPO), Finance Systems outsourcing (ITO) and Enterprise Service Desk.
·  As part of the incident and problem handling process, work with technical specialists to accelerate and moderate workable solutions.
·  Work with our growing ITSM to ensure compliance with request, incident, problem and continuous improvement management processes.
·  Generate reports from key figures (KPI, SLA, OLA) and proactively prepare these reports for the relevant stakeholders.
·  Identify trends in incidents and process improvement opportunities and take proactive action to minimise risks.
·  Liaise regularly with process management to coordinate process flow and address any training needs or changes that may be required.
·  Ensure timely feedback to Business stakeholders.
·  Coordinate delivery of service to the user across all service domains.
·  Ensure adequate capacity to meet demand.

 

Integration with Contract & Commercials Management

·  Understand Service Desk contractual deliverables and obligations and explain to others on an as-needed basis.
·  Understand SIAM, Cross-functional and Security contractual deliverables and obligations and explain to others on an as-needed basis.

 

What you bring 

 

·  3+ years of experience as a team lead for Service Desk and incident management
·  In-depth knowledge of ITSM
·  Profound, hands-on experience with SIAM methodologies and tools
·  High level of proactivity and ability to efficiently close topics
·  Proven track record of troubleshooting
·  Proven track record of collaborating with cross-functional groups (internally and externally) to set objectives and produce meaningful results
·  Excellent analytical and problem-solving skills
·  Ability to adapt and respond to challenging / fast-paced situations and to deal with high complexity
·  Strong communication and collaboration skills
·  Ability to work independently and as part of a team
·  Proficiency in English. Additional German language skills would be advantageous

 

 

What we offer 

 

•    Flexible working from home and abroad according to internal guidelines (hybrid model/ flexible working hours/cross-border remote work) 
•    Access to pension/ savings plans/ Allianz products
•    Family support (relocation/ childcare facilities)
•    Company share purchasing plan 
•    Mental health and wellbeing programs 
•    Mobility solutions (Jobrad bike leasing, subvention Jobticket)
•    Career opportunities within the entire Allianz Group 
•    Self-guided learning & development 
•    … and so much more! 
 

 

About Allianz Global Investors

 

Allianz Global Investors is a leading global active asset manager.

 

We invest for the long term and want to create value for clients every step of the way. We do this by being active – in how we partner with clients and anticipate their needs, and build solutions based on capabilities across public and private markets. Our focus on enhancing our clients’ assets leads naturally to a commitment to sustainability for positive change. Our goal is to enhance the investment experience for clients, whatever their location or goals.

 

Putting our clients' needs first, behaving in a transparent way and treating people fairly means acting with integrity. We encourage a collegial culture, that supports individual responsibility. We invest in the development of our employees to maximize the power of innovation. 

 

We at Allianz believe in a diverse and inclusive workforce, we are committed to the principles of Equal Employment Opportunity and to helping applicants with any disabilities. We 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 ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation. Great to have you on board.

 

If you feel inspired to promote the active asset management experience, this is the place for you. Join our diverse, international, technology-enabled, and agile environment. Simply upload your CV in English to apply for this position! If you need support to navigate our websites or at any stage during your application, please send an email with your request to recruiting@allianzgi.com
 
To Recruitment Agencies:
 
Allianz Global Investors has an in-house recruitment team that sources great candidates directly. Therefore, Allianz Global Investors does not accept unsolicited resumes from agency 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 Global Investors.
 
Finally, please do not contact hiring managers directly.

 

57194 | Operations | Professional | n.a. | Allianz Global Investors | Full-Time | Permanent