AI SERVICE MANAGER

Job Summary The Service Manager is responsible for ensuring customer satisfaction in regards of (contractually) guaranteed services and business continuity. He/She is passionate about managing trustworthy customer relationships for world-class contact center solutions services within Allianz. He/She possesses extensive cross domain knowledge of contact center technologies and contact center business processes.The Service Manager will map and document the relationship and influences of new requirements to existing and future services. He/She has a deep understanding of contracting and service level agreements also being able to monitor and report/control them. He/She has strong communication and stakeholder management skills. He/She will cooperate closely with customer business analysts, contact center agents, project service managers, 3rd parties as well as senior management to ensure the desired business services are implemented.He/She is a fallback contact in case of major outages where he will support the operational team in troubleshooting and the problem solving process. He/She is a dynamic and collaborative member of the team with a commitment to client success achieved through a balance of quality, cost and efficiency. The Service Manager is able to challenge proposed designs and implementation ideas by the vendors, providers and clients. Duties & Responsibilities:Being part of the whole IT process by providing and developing cost-effective IT services contributing to the company service portfolioParticipating in the definition of key indicators and relevant parameters of the service (costs, quality, capacity, business continuity, IT security…)Coordination of standard solutions and customer needs by managing both human and technical sourcesCoordination of continuous improvement in the serviceEngaging customers and clients relationships as well as supplier managementGood understanding and communication with the project management and technical teams in order to satisfy client’s needs Knowledge, Skills, & Abilities Higher education degree with technical / economical background and focusProcess and Project Management and ITIL training / certification (desirable)Knowledge about Contact Center Solutions based on Cisco Infrastructure (desirable)Knowledge on contact center (desirable)Work experience in an international environment (desirable) Experience on Cloud and CAI platforms e.g. Cognigy (not mandatory) Fluent English Agile knowledge Credentials & Experience Minimum 5 years’ experience as Service ManagerPast experience as contact center agent or team lead is a plusExperience working in complex IT development projectsExperience in working with international teams in a multicultural environmentDesirable: Experience working with projects related to VoiceBots or ChatBotsDesirable: Experience leading/working in agile projects About Allianz TechnologyAllianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 12,000 employees located in 51 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