IT Lead Service Management Specialist

3 weeks ago

Guildford, United Kingdom Allianz UK Full time

A new opportunity has just become available and we’re looking for a IT Lead Service Management Specialist to join our team.

**Flexible Working**

Here at Allianz 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.

Helping you achieve a good work life balance is important to us. Lots of our colleagues work flexibly including part time hours and/or job shares and we are happy to discuss these opportunities with you.

This role will involve working from home combined with time in our Guildford office one or two days per week.

**Role Purpose**

Supporting the Head of IT Business Service in the delivery of IT Performance Reporting, Service Governance and Service Transition activity across Allianz Holdings. Managing a team of Service Management Specialists, the post holder will have responsibility for line management of 5 Service Specialists, coordinating IT reporting, overseeing day to day delivery of the service governance framework and ensuring effective Service Transition controls are delivered to protect the production environment.

This is achieved through a combination of monitoring and driving performance of outsourced providers (especially Allianz Technology), and the delivery of effective IT Service Management Processes and protocols. Key aspects of the role are working with outsourced IT Partners, Standards, Controls and Methodology Team (ITSC&M), Group and Internal Audit. Specifically the role-holder (working with the wider Service Management Team) will ensure that Allianz Technology especially, deliver effective:
**Service Governance**
- Ensuring compliance to internal Allianz Policies, Standards and Functional Rules
- Ensuring compliance to internal Audit controls
- Ensuring compliance to regulatory and other external audits
- Ownership and delivery of actions to address any audit or compliance findings

**Service Design**
- Service Catalogue Management
- Service Level Management and Service Reporting

**Service Transition**
- Service Introduction and Service Acceptance
- Change Management
- Knowledge Management
- Day to day oversight of the forward schedule of change

**Service Strategy & IT Business Relationship Management related to service provision**
- Ensuring strong business relationship management with each department across the UK business
- Identify Service requirements
- Monitoring of Customer satisfaction / dissatisfactions (CSAT)
- Business engagement during IT Outages

**IT Service Operations**
- Ensuring delivery of the Service Desk & local service support functions
- Ongoing and robust Incident (and Major Incident), Problem Management processes

**Service Design**
- Act as a Service escalation point
- Collaborate with delivery teams for Service adoption and ongoing service improvement
- Conduct Service reviews and understand Service status

**Continuous Service Improvement**
- Understand requirements for and initiate Service improvement activity
- Monitor and track progress of Service improvement initiatives

**Allianz Specifics**:

- Ensure that the Service Provider meets both UK regulatory and Allianz Group Compliance Requirements
- Deliver the IT appropriate preparation of (a) reports to the Board and sub-committees of Allianz UK and (b) periodic reports by Allianz to Supervisory Authorities.
- Deliver the generation of reports to Allianz management and Board meetings

**Role level**

**Supervisory/Management**
- Accountable for managing people, setting direction and deploying resources; typically is responsible for performance evaluation, pay review and resourcing decisions.
- Results are primarily achieved through the work of others and typically depend on the manager’s ability to influence and negotiate with parts of the organization where formal authority is not held.
- Progression within Career Band reflects acquisition of broad technical expertise, business and industry knowledge, and process and people leadership capabilities.
- Accountable for business, functional or operational areas, processes or programs

**Key Accountabilities**

**Strategic Activities**
- Continuously monitors and understands the internal business Service requirements and supports a Service Management framework and capability to deliver and meet the needs of the Business today and in the future
- Work closely with Business Partners and internal business representatives to understand the internal business strategies and initiatives

**Management Activities**
- Ensure compliance to Allianz Corporate Policies, Functional Rules and UK Regulatory Requirements
- 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 s

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