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Service Delivery Manager (Especialista)
The Service Delivery Manager is responsible for the customer relationship management and ITIL based process management for world-class contact center solutions services within Allianz. He possesses extensive cross domain knowledge of contact center technologies and contact center business processes.~crlf~~crlf~The Service Delivery Manager will map and document the relationship and influences of new requirements to existing and future services. He 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.~crlf~~crlf~He is a fallback contact in case of major outages where he will support the operational team in troubleshooting and the problem process. He 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 Delivery Manager is able to challenge proposed designs and implementation ideas by the vendors, providers and clients.
•Being part of the whole IT process by providing and developing cost-effective IT services contributing to the company service portfolio.~crlf~•Participating in the definition of key indicators and relevant parameters of the service (costs, quality, capacity, business continuity, IT security, etc).~crlf~•Coordination of standard solutions and customer needs by managing both human and technical sources.~crlf~•Coordination of continuous improvement in the service.~crlf~•Engaging customers and clients relationships as well as supplier Management.~crlf~•Good understanding and communication with the project management and technical teams in order to satisfy client’s needs.~crlf~~crlf~
•Higher education degree with technical / economical background and focus.~crlf~•Process and Project Management and ITIL training / certification (desirable).~crlf~•Knowledge about Contact Center Solutions based on Cisco Infrastructure (desirable).~crlf~•Knowledge on Cloud infrastructure and contact center (desirable).~crlf~•Work experience in an international environment (desirable). ~crlf~•Experience on Cloud or VoiceBot.~crlf~•Fluent English, German is a plus.~crlf~~crlf~Credentials & Experience:~crlf~~crlf~•Minimum 3 years’ experience as Service Delivery Manager.~crlf~•Past experience as contact center agent or team lead is a plus.~crlf~•Experience in working with global, multi-cultural teams.~crlf~•Experience working in complex IT development projects.~crlf~~crlf~
Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 100 million private and corporate customers and more than 147,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~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.
At the core of the Group’s strength lies digitalization and its promise of growth opportunities through a ‘digital by default’ strategy. Allianz Technology SE is the principal driver behind transforming Allianz into a digital group – a quest to which nearly 7,500 Allianz Technology SE employees around the globe have committed themselves. Allianz Technology SE equips the Group with the most cutting edge digital solutions in the industry, bringing Allianz to the fingertips of its customers. At Allianz Technology SE , innovation is more than a buzzword; it is the business of the day, every day.
We are interested in your strengths and experience. This means that we welcome all applications, irrespective of other characteristics such as gender, ethnic background, origin or any disability.~crlf~~crlf~
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