In this role, you will develop and implement strategies to improve customer satisfaction, optimize service processes, and achieve corporate goals.
You'll build strong relationships with key customers, lead and coach the service team, and monitor performance using KPIs and SLAs. Additionally, you'll introduce new technologies, foster innovation, and ensure compliance with regulations.
What you do
- Service Strategy and Planning:
- Develop and implement service strategies to improve customer satisfaction and support corporate goals.
- Analyze and optimize existing service processes to continuously increase efficiency and quality.
- Collaborate with the leadership team to set service goals and ensure they are achieved.
- Customer Relationship Management:
- Build and maintain strong, long-term relationships with key customers and stakeholders, including planning and provider management units, as well as the COO.
- Regularly review customer needs and adjust services to meet them.
- Handle and resolve escalations and difficult customer requests professionally.
- Team Leadership and Development:
- Lead and coach the service team to ensure high performance standards.
- Promote continuous learning and development of team members.
- Recruit and onboard new employees to strengthen the team further.
- Service Performance and Reporting:
- Monitor service performance using KPIs and SLAs (Service Level Agreements) and create regular reports for management.
- Identify improvement opportunities and implement measures to enhance service quality.
- Ensure compliance with all relevant legal and regulatory requirements.
- Innovation Management:
- Introduce new service technologies and tools to improve the efficiency and effectiveness of service delivery.
- Foster a culture of innovation within the service team.
- Proactively identify trends and best practices in service management and implement them
What you bring
- Completed studies in Business Administration, Engineering, IT Management, or a related field.
- At least 7-10 years of experience in IT, specifically in service management, in a senior position.
- Proven experience in leading and developing service teams and customer support.
- Strong leadership qualities and the ability to motivate and inspire teams.
- Excellent problem-solving skills and the ability to make effective decisions under pressure.
- Deep understanding of service processes, KPIs, and SLAs.
- Strong communication and negotiation skills.
- Experience with CRM and service management tools.
- Customer-oriented mindset with a strong focus on quality and excellence
- Ability to work in a dynamic and fast-paced environment.
- Proactive and solution-oriented work approach.
What we offer
- We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad.
- We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location).
- From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered.
- Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.
57175 | Operations | Management | Allianz Executive | Allianz Technology | Full-Time | Permanent
About Allianz Technology
Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 13,000 employees located in 22 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry.
We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking, and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age.
D&I statement
Allianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We are interested in your strengths and experience. We welcome all applications from all people regardless of gender identity and/or expression, sexual orientation, race or ethnicity, age, nationality, religion, disability, or philosophy of life.
Join us. Let´s care for tomorrow.
You. IT
To Recruitment Agencies:
Allianz Technology has an in-house recruitment team that sources great candidates directly. Therefore, Allianz Technology does not accept unsolicited resumes from agencies or search firm recruiters.
When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when there is a contract in place. Without a contract in place, we will not accept invoices on unsolicited resumes, even if the candidate was ultimately employed by Allianz.
