About the Job

As a Technical Service Manager within the AI Platform Tribe at Allianz Technology, you will own the end-to-end service lifecycle for one or more of our AI platform squads — including AllianzGPT, Agentic Solution Hub, or Databricks-based ML and GenAI services. You will be the bridge between technical delivery teams and business stakeholders, ensuring that AI-powered services are reliable, compliant, continuously improving, and aligned with Allianz’s strategic priorities.

You will apply ITIL best practices to govern incident, problem, and change management, while driving service quality and customer satisfaction across a landscape of cloud-native, agentic, and machine learning platforms. Operating in a fast-moving environment at the intersection of AI innovation and enterprise IT governance, you will balance agility with operational rigor — protecting service stability while enabling the tribe to move at scale.

What you do

Own the full lifecycle of AI platform services, from planning, design and deployment to decommissioning, ensuring alignment with business objectives at every stage.
Oversee end-to-end service delivery across assigned squads, ensuring services meet defined performance standards, SLAs, and business needs, while coordinating integration efforts with cross-functional teams and external vendors or cloud providers (AWS, Azure).
Lead incident, problem, and change management processes, ensuring timely resolution, root cause analysis, and minimal disruption to business operations, while developing and improving IT service management policies based on ITIL best practices.
Monitor, analyze, and report on service performance metrics, identifying improvement areas and driving corrective actions to ensure continuous service improvement, while maintaining a risk management framework to mitigate risks associated with AI platform services.
Ensure compliance with internal standards, information security policies, and regulatory requirements, proactively implementing necessary changes to keep services within governance boundaries.
Manage relationships with vendors and third-party service providers (e.g., AWS, Microsoft Azure), ensuring contracted service levels are met and maintained.
Provide mentorship and coaching to junior team members, fostering a culture of ownership, continuous improvement, and technical excellence, while championing ITIL and DevOps practices to strengthen the engineering and service management culture.

What you bring

Proven experience in IT service management, ideally within cloud-native or AI/ML platform environments, with a strong command of ITIL principles and practices.
Hands-on experience managing incident, problem, change, and service lifecycle processes in complex, multi-stakeholder organizations.
Technical fluency in modern platform technologies (cloud services on AWS and/or Azure, containerization, APIs, microservices) relevant to the AI tribe’s technology stack.
Solid understanding of risk management frameworks and compliance requirements in regulated or enterprise environments.
Strong stakeholder management and communication skills, with the ability to translate technical service topics into clear business language for senior audiences.
Data-driven mindset with experience in defining, tracking, and acting on service performance KPIs and SLA metrics.
Experience working in agile or scaled agile environments (e.g., SAFe/LeSS) alongside product and engineering teams.
Familiarity with AI technologies and GenAI platforms is a strong advantage.

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.

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