IT Lead Service Management Specialist - Guildford, United Kingdom - Allianz UK

Allianz UK

Verified Company

Guildford, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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 subcommittees 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