UEM Service Manager - North America Region (m/f/d)_D-2823

About the Job

“Infrastructure & Information Security” (IF&S) provides global shared services as well as customized regional services while further developing our cloud, network and security services platforms. The role lies with "Workplace Services", a department within IF&S that offers products and services for specific technical needs. This includes notebooks, Mobile devices, Thin Clients, virtual clients (AVC/VDI), desktop file service, Office 365 and service desk.

Our goal is to provide a fully digitized and integrated workplace that enables new ways of working for the Allianz Group and ensures digital productivity gains worldwide. You Internal work within Workplace Services in a completely agile environment, organized in so-called squads (product teams) and chapters (role/skills-based teams). We are looking for a Service Manager for our Allianz Mobile Client & Enterprise Mobility Service working as member of an agile DevOps team. The aim is to offer and provide the UEM (AMC & EMS) Services in a high quality and to continuously increase the quality standard. The focus of this position will be the UEM Environment in North America.

What you do

• Coordinate, monitor, steer and continuously improve the services / service delivery according to service lifecycle management.
• Participate in the definition of key indicators and relevant parameters, e.g., cost per service, quality, capacity, business continuity and IT security, their monitoring and also ensure the overall alignment and compliance with IT standards and processes.
• Working in the agile teams using methods like Scrum / DevOps to ensure End-to-End Responsibility for the Service with focus on NA.
• Focus on Service management through the whole Matrix organization and design newService Components for UEM
• Continued Improvement of UEM Service along the ITIL framework, considering cost optimization
• Escalation Instance and Complaint Manager and consultant for accompany projects.
• Working with and steering Third Party Supplier´s and steering contract of Operations Provider.

What you bring

• Knowledge and experience within the ITIL framework, good understanding of SLA, KPI & NPS as well as a good knowledge on Provider Management.
• Fundamental knowledge in Service NOW as this is the core product to manage orders for our service family, knowledge of Windows Operating Systems, Mobile Operating Systems like iOS and Android.
• Fundamental knowledge of Microsoft Intune & Modern deployment. Fundamental knowledge of O365 products and integrations with Operating System.
• High flexibility, teamwork, commitment and resilience and ability to work under pressure while delivering high quality results.
• IT affinity and fun in technology and ability to solve problems independently.
• Strong organizational skills, solution-oriented, high result orientation, flexible and energetic team player, with high resilience and strong organizational skills.
• English fluency, including the ability to handle complex issues and explain complex facts, with good communication and influencing skills, high empathy and patience.
• Familiarity with AI technologies and GenAI platforms is a strong advantage.

What we offer

• We offer a remote work model for this position, 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