01Overview
Overall Objectives of Job
Primary point of contact for IT service levels and issues for customer, Global IT CSM & business DPE.Support overall customer relationship and customer satisfactionResponsible for Security and audit compliance, reviews & actionsCommunicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to Customer on time(as agreed with DPE/PE)Ensure Service Requests are action in line with contract commitmentsReporting in IT Governance Status Meetings / Reports with PMO (Summary of Problem, Incident/RCA, Change, Service Request, Service Level Metrics, IT Security Management / Audit Readiness, Contract Mgmt., Financial Mgmt., IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirementsResponds to client IT requirements as specified in the contract or Statement of Work (SOW).From Account perspective, manages matrix of resources and coordinates with client and 3rd Party IT resources to deliver IT services and solutions to support the client organization.Owns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.Internal and External Vendor managementMonitor and ensure SLAs are met, issues escalated and prioritized.Monitor and feedback on the effectiveness of services provided by both internal and external vendor meeting business needs.Establish Service Improvement and AnalyticsManage IT Services delivery compliant with Group standard and local regulatory requirements.Manage timely onboarding of new services and ensure they are compliantAnalyze Saas application for internalization opportunitiesEngage with Delivery team and stakeholders to establish service continuity management and disaster recovery plan managementService Management team reporting and line managementGood understanding of Corporate Rules for IT AFRIT, AFIRM & APITISGood understanding of Procurement and contracting process, especially TPRM, TPCRM, DDQ forms, basic level security audit requirements for onboarding, AI Register and assessment etcGood Understanding of Infra & change/release management processQualification & Experience
University degree in Computer Science, Management Information Systems or related Recommended to have 10+ years of relevant experience in IT operations from which around 3 - 5 years experience should be as Service Manager with end to end responsibilityExperience in ServiceNow preferred, additional experience in Service Now CMDB is desirableTechnical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud ecosystemsExposure to Working in multi-national teams and across countries and cultures to achieve solutionsSetting up OR managing global service delivery in a multinational organizationKnowledge of escalation procedures, incident management, and other disciplines related to service deliveryWorking with teams with internal/external suppliers in a multi-suppliers setup.PMP /PRINCE2, ITIL CertificationA track record of Independent worker but a team-player; self-starter; business-minded; pragmatic; result-oriented with a 'can-do' attitudeAbility to deliver high-quality results; and takes ownership of initiatives.Engaging personality who is able to build and maintain good working relationships and strong professional presenceProject manager experienceSkills/Specific Tasks/Activities performed
Technical
Strong technical competencies resulting from previous working experience at expert level within an IT Service Management or support environment.Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security), cloud ecosystems and basic network technologiesExperience in ServiceNow and Service Now Configuration managementGood understanding of procurement and contracting processMicrosoft Office knowledge (Word, Excel, Project, Powerpoint,)Allianz Procurement & Contracting knowledgeBasic knowledge about business applications /services in multiple domains.
