Overall Objectives of Job

• Support as a point of contact for IT service levels and issues for customer, Global IT CSM & business DPE.
• Support overall customer relationship and customer satisfaction
• Responsible for Security and audit compliance, reviews & actions
• Communicate 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 commitments
• Reporting 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 requirements
• Responds to client IT requirements as specified in the contract or Statement of Work (SOW).
• Coordinates with client and 3rd Party IT resources to support IT service delivery for the client organization.
• Supports quality assurance of IT service provided by the IT delivery organization and contributes to tracking and reporting on service level performance.
• Internal and External Vendor management

• • Monitor 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 Analytics

• Support IT Services delivery compliant with Group standard and local regulatory requirements.
• Support timely onboarding of new services and ensure they are compliant
• Support service continuity management and disaster recovery plan coordination with Delivery team and stakeholders
• Good understanding of Corporate Rules for IT – AFRIT, AFIRM & APITIS
• Good understanding of Procurement and contracting process, especially TPRM, TPCRM, DDQ forms, basic level security audit requirements for onboarding, AI Register and assessment etc
• Good Understanding of Infra & change/release management process

Qualification & Experience

• University degree in Computer Science, Management Information Systems or related
• Recommended to have 7+ years of relevant experience in IT operations from which around 2 - 3 years’ experience should be as Service Manager
• Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable
• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud ecosystems
• Exposure to
  • Working in multi-national teams and across countries and cultures to achieve solutions
  • Setting up OR managing global service delivery in a multinational organization
  • Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Working with teams with internal/external suppliers in a multi-suppliers setup.
• ITIL Certification (PMP/PRINCE2 preferred)
• A track record of Independent worker but a team-player; self-starter; business-minded; pragmatic; result-oriented with a 'can-do' attitude
• Ability 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 presence

Skills/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 technologies
• Experience in ServiceNow and Service Now Configuration management
• Good understanding of procurement and contracting process
• Microsoft Office knowledge (Word, Excel, Project, Powerpoint,…)
• Allianz Procurement & Contracting knowledge
• Basic knowledge about business applications /services in multiple domains.

Functional / Domain

Vendor Management

• Contracts: Renewal and creation of vendor contracts, novation, re-billing, and internal cross-charging.
• Security Schedule: Coordinate security questionnaires, align schedules, and collate vendor documentation.
• Data Privacy Assessment: Manage DPA process with AZ Tech and vendors.
• Good understanding of TPCRM, TPRM, Cloud/Non-cloud DDQ, AI Register
• Release Management: Onboard new applications into AZ Tech IT landscape.

Safeguard Functions

• Pen Testing: Coordinate scope, agreements, remediation, and updates for penetration testing.
• ARS Process: Perform ARS activities, risk coordination, and mitigation planning.
• Vulnerability Checks: Investigate and implement fixes for identified vulnerabilities.
• DPRA: Maintain data protection details, complete annual DPRA, and manage compliance.
• Disaster Recovery: Plan, implement, test, and maintain DR processes with stakeholders.
• Threat Modeling and Code Security
• Cryptography and WAF setup and scan
• UAC in update in archer

Demand Management

• Demand Initiation: Gather requirements and coordinate demands with AZ Tech and business teams.
• Small Changes: Manage minor service changes, budgeting, and vendor coordination.
• Strategic Changes: Handle project creation, budgeting, transition to run, and portfolio management.
• New Services: Secure budgets and oversee onboarding of new services.
• Service Decommissioning: Execute decommissioning steps for retired services.