Lead Service Manager
- Allianz Technology
- 8 - 12 years
- Thiruvananthapuram
- 5 days ago
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Job Description
Role & responsibilities
- Regional Ownership: Act as the SPOC for all infra/workplace-related topics, working closely with Regional Workplace Leads to ensure alignment with regional business needs and compliance requirements.
- Cross-Product Delivery: Ensure consistent service quality across various infra/workplace product areas.
- Operational Excellence & Support: Monitor workplace service performance and collaborate with local teams, product teams, or beyond to resolve issues, enhance user experience, and optimize service availability.
- Continuous Improvement & Innovation: Drive the enhancement of workplace technologies, improve user experience, and increase efficiency through automation
- Workplace Transformation: Lead workplace transformation initiatives, such as the AVC Cloud project, for the assigned region.
- Inventory Management: Oversee workplace-related inventory management within the region.
- Escalation Management: Handle escalations related to infra/workplace services within the region, ensuring timely resolution
- GSS-Agnostic Collaboration: Engage with other IF&IS services on workplace-related topics, such as AGN Wi-Fi, to ensure seamless integration and functionality.
- Financial Review: Maintain a full understanding of all global services offered to the region, review monthly charges, and investigate any unknown charges.
- Cost Optimization: Proactively identify cost optimization and savings opportunities by analyzing service delivery processes and implementing efficient practices.
- Incident and Complaint Review: Conduct detailed reviews of incidents to identify recurring problems; review customer complaints and escalations to proactively improve the service experience.
- Administrative & Compliance Requirements:
- Ensure all activities comply with regional and organizational compliance standards.
- Maintain alignment with global blueprints and organizational policies.
- Adhere to security, compliance, and risk management protocols.
Preferred candidate profile
- Knowledge of workplace technologies and infrastructure management.
- Familiarity with automation tools and techniques for enhancing efficiency.
- Understanding of inventory management and escalation processes.
- Experience with integration and functionality of IF&IS services.
- Strong leadership and communication skills.
- Ability to manage regional business needs and compliance requirements.
- Proficiency in service quality management and operational excellence.
- Experience in driving workplace transformation initiatives.
- Financial acumen to review and understand service charges and identify savings opportunities.
- Bachelor's degree in Information Technology, Business Administration, or a related field.
- Minimum of 3-5 years of experience in workplace or infrastructure service management.
- Experience in regional management and collaboration with cross-functional teams.
- Proven track record in driving continuous improvement and innovation in workplace technologies.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Allianz TechnologyLocation(s): Thiruvananthapuram+ View Contact
Keyskills: Project Management Service Management Change Management Service Delivery Management ITSM Problem Management Incident Management Incident ITIL
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