Head of Global Service Delivery

Allianz Group is one of the largest and most renowned financial services providers in the world, representing an international network of strong brands with first-class products. Above all, we strive for commitment to excellence in our daily business, in our relationships with customers, shareholders, employees and the community. The Allianz Group serves more than 83 million customers in about 70 countries.

Allianz Technology is the international shared service company of the Allianz Group and has its registered office in Munich. Our customers are Allianz companies across the globe, to which our more than 2,500 employees offer innovative, top-quality products and services in the fields of IT, Services and Operations.

Allianz Technology in France plays a key role in providing outstanding shared services.

The Head of Global Service Delivery for AZ Trade assess and implement for/with AZ Trade group and entities the Workplace services towards optimization of cost, quality and service, as well as ensuring the implementation of governance processes and overarching strategy.

To manage globally the IT Service Desk and On Site support teams. The aim of this role is to ensure the global IT Service Desk team and Deskside support team are working closely together in order to serve with the best quality all end-users and to improve their satisfaction. The position also includes some responsibilities related to Transformation topics.

Key responsabilities

Manage Team

Lead, manage and develop the Workplace teams (Service desk – level 1 and On site Support – level 2) for AZ Trade.

Lead teams implemented all across the world relying on Regional Service Delivery managers, including both internal and external team members and ensure the continuity of process and service.

Ensure a strong coordination between GSD teams and workplace engineering team as regards of service delivery and service quality.

Service Desk

Manage, lead and coordinate tasks, including, projects within the IT Group, manage internal IT projects and operative work. Focus on (but not limited to) the improvement of the service desk and management of externally provided services, steering of team members, process improvements and quality management.

To ensure service desk team is working in close collaboration with On side support team in order to improve the quality of services.

On site Support

Build standard images to give the AGCS global business comprehensive deskside support through a standard tried and tested model.

Measure and balance desk side services provided by 3rd party vendor.

Manage and grow the end user support teams and ensure SLAs ad OLAs are met.

Insure deskside team is working in close collaboration with service desk in order to improve the quality of services.

Stakeholder Management

Proactively work and coordinate with relevant stakeholders (within IT, the business, strategic vendors / outsource partners, among others) to deliver consultancy and service.

Coordinate with other functions (e.g. finance / operations) as necessary.

Transformation Expert

Serve as SME for workplace transformation topics within the workplace community.

Be the local representative from workplace team to promote workplace strategy and delivery.

Key requirements/skills/experience

a) Qualification, Certification and Experiences (education, certificates, special IT skills, languages)

University degree

Professional IT qualification

Excellent ability in English language (oral and written).

Working proficiency in French would be a plus

b) Skills and Competencies (functional / technical / methodological / social skills, Allianz competencies)

Strategic planning: develop, implement and communicate strategies to address important trends or changes in the business.

Stakeholder management: positively influence key, strategic position holders across locations and functions.

Communication & presentation: express ideas and messages clearly, both written and verbally. Ability to “sell” an improvised or prepared audience winning story.

Change Management: ability to transition individuals, teams, and the whole organization from a current state to a desired future state.

Strong communication and relationship building skills.

Job Level:
Professional

Location:
ST OUEN, 93, FR, 93400

Available until:
30/11/2022

Area of Expertise:
IT & Tech Engineering

Unit:
Allianz Technology

Employing Entity:
ALLIANZ TECHNOLOGY SAS

Job Type:
Full-Time

Remote Job:
Hybrid working

Employment Type:
Permanent

ID:
17626