Senior Service Delivery Manager
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Job Description
Delivering Workplace Services (WPS) across Allianz Partners Americas, ensuring execution and quality. Leading a portfolio with stakeholder satisfaction and continuous improvement.
Responsibilities:
- Own end-to-end delivery for Workplace Services (WPS) across Allianz Partners Americas, ensuring predictable execution, service quality, stakeholder satisfaction, and continuous improvement across the portfolio.
- Lead and govern the Allianz Partners WPS delivery portfolio (planning, execution, reporting, and risk management).
- Own delivery outcomes for agreed scope, schedule, budget/effort, quality, and customer satisfaction across WPS workstreams.
- Drive operational cadence: weekly/monthly service reviews, KPI/SLAs, incident/problem themes, and improvement backlog.
- Partner with regional/business stakeholders to translate requirements into deliverable roadmaps and prioritized demand.
- Coordinate across engineering, service management, vendors, and adjacent towers to ensure seamless delivery and handoffs.
- Establish and maintain delivery standards (RAID logs, runbooks, change governance, release readiness, and documentation).
- Manage escalations; facilitate rapid issue resolution and root-cause elimination with Problem Management.
- Coach and mentor delivery/support teams; ensure skills, coverage, and succession for critical services.
- Ensure compliance with security, risk, audit, and policy requirements (e.g., change, access, data handling).
- Identify and deliver automation and process improvements that reduce toil and improve reliability.
Requirements:
- Strong delivery leadership across complex enterprise IT services and projects.
- Working knowledge of Workplace/End-User services and modern collaboration platforms.
- ITSM expertise (Incident/Problem/Change/Request), KPIs/SLAs, and service governance.
- Stakeholder management and executive communication; ability to translate technical detail into business outcomes.
- Risk/issue management, dependency management, and vendor coordination.
- Ability to drive continuous improvement using data and root-cause analysis.
- ITIL certification (Foundation or higher).
- Experience leading regional service delivery in Allianz Partners (multi-country coverage, time zones, and regulatory constraints).
- Agile delivery practices (Scrum/Kanban) for continuous delivery and improvement.
- Experience with Microsoft 365 / Exchange Online / endpoint services and identity dependencies.
- 8+ years in IT service delivery, program delivery, or operations leadership.
- 3+ years leading cross-functional teams or delivery portfolios in an enterprise environment.
Benefits:
- On-call/after-hours: As required for major incidents and planned changes
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