Position Summary
The position of IT Service Management (ITSM) is vital to ensure clean IT operations, accountable for managing and delivering high-quality IT services that align with Allianz Technology objectives and meet the needs of its customers.
Key obligations include the implementation and management of IT service procedures, improvement of IT rules and practices, and continuous service improvement. ITSM plays a pivotal position in incident and availability management, ensuring that IT services are restored as fast as possible after an outage and that answers are discovered to prevent future issues. ITSM also collaborates with IT and OE stakeholders to align IT offerings with business goals, demonstrating the crucial nature of their function in bridging technology and business approaches.
The Head of IT Service Management has full accountability for the setup, operation (run), and optimization of the Service Management delivery capability for the Malaysia RDC. Each of the capabilities align to the ITIL model and have oversight of service delivery covering the full infrastructure and application technology stack, ensuring compliance with AzT standard systems, tools and process.
This role is based in Malaysia and reports to the Head of IT Operations.
Key Responsibilities
IT service management provides the strategic interface with assigned areas of the IT Strategy Development, Design, Transition, Operation and Continual Service Improvement within the ITIL framework. Implementation of ITSM AzT standard systems, tools and process for the ITIL framework. Track and report ITSM metrics to measure service adoption, compliance to ITSM process, service level commitments and service quality. Incident Management response, resolution, and ticket hygiene. Situation management for high severity Incidents Request Management fulfilment. Change Management, including nominated Change Manager and oversight of change request via CAB. Problem Management, identity root cause and oversee the implementation of permanent corrective actions. Release Management of new versions of applications into the production environment Service Portfolio Management creation and upkeep of the service portfolio to support the achievement of business goals by IT Service Consumers Asset and Configuration Management to ensure asset and CI data records are complete, accurate and up to date. Continuous Service Improvement through process optimization, service adoption and workflow automation. Manage, coordinate, continuously improve, and harmonize tools and process across all consumers of ITSM services. SPOC between Allianz OEs and Allianz Technology stakeholders for ITSM related topics. Together with other IT function teams, work to ensure services are delivered and underlying SLAs are met. Bring in standardization and focus on continuous service improvement initiatives to eliminate work and improve application stability/availability through automation, debt management, “shift left/shift right initiatives. Measure, report and improve.
Job Requirements
Degree in information technology or other comparable technical qualification Must have worked in a matrix organization, with a strong track record of meeting deadlines in a fast-paced environment. 15+ years of relevant experience from multi-national organizations. The ideal candidate would have experience in running IT support teams, ideally from an insurance company, or a Shared services / Service Provider organization. Strong experience in setting up an ITSM capability, Goal-oriented self-starter with the ability to work independently and as part of a team. Experienced in managing multi-cultural and geographical dispersed teams through both direct and influence management. Customer-centric mind set; transparent & fact-based collaboration. Deep understanding in IT Service Management (ITSM) Processes and tooling. Prior Experience working with ServiceNow highly advantageous. Ability to lead teams through influence management and make decision under pressure. Willingness to work non-core hours related to critical systems changes and incidents. Excellent communication, Fluent in English
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.