Service Delivery Manager (m/f)

  • competitive
  • Munich, Bayern, Germany Munich Bayern DE
  • Permanent, Full time
  • IDS GmbH - Analysis and Reporting Services
  • 03 Apr 18 2018-04-03

Join IDS for an opportunity to work in a motivating environment characterized by a wide variety of business and IT services, cultural diversity and interacting with a large number of people. You will work with our business entities and operations teams on providing our Analysis and Reporting Services to the customer. In this context, you will be responsible for designing, documenting and aligning the corresponding Service Delivery Model with our customer.

IDS GmbH - Analysis and Reporting Services (IDS) is a wholly owned subsidiary of Allianz SE offering a full range of managed services encompassing Data Management, Risk Controlling, Performance Analysis and Reporting for investments. As a one-stop shop for custom analysis and reporting solutions, IDS provides scalable capabilities to handle any production volume. Asset Managers, Institutional Investors and Custodians rely on IDS as an internationally operating partner for dependable long-term support. The key advantage of IDS is a comprehensive coverage of business processes along the entire investment value chain. Backed by specialized technical and industry expertise, IDS delivers rapid results, while our clients concentrate on their core business as well as getting a decisive leg up on the competition

Your new duties and responsibilities

  • Ensure agreed timeliness and quality standards in order to fulfil agreed SLAs
  • Moderate customer escalations along agreed Service Level Targets
  • Capture, qualify, assign and monitor Service Requests and Request for Changes (RfCs) of the customer
  • Conduct regular Service Reviews with our customer
  • Support our Service Line Management in
    - (a) ensuring service operations processes are in place to meet business requirements and agreed SLAs
    - (b) identifying, implementing and controlling optimization measures in order to improve operations effectiveness and efficiency (“Continual Service Improvement”)
    - (c) in steering and controlling our outsourced Service Providers along agreed SLAs (“Underpinning Contracts”)
  • Enhance and extend the agreed Service Delivery Model (incl. KPIs) together with the customer and our Business Analysis, Development and Service Line Management
  • Conduct corresponding training sessions for customer entities and our Customer Service Desk
  • Provide reporting and metrics on service performance and present them to respective boards
  • Control and optimize service revenues/costs with regard to Change/Run the agreed Service (CtS/RtS)

Required qualifications and experience 

  • University degree in economics, business administration, business information technology, business mathematics
  • Several years of professional experience in Service Delivery Management or Customer Service Support in the Financial industries (preferred) or from a provider of complex IT services
  • Knowledge of capital markets and/or investment management
  • ITIL Knowledge (Foundation certification preferred)
  • Excellent communication skills
  • High degree of analytical thinking, motivation, autonomy and an above-average willingness to perform
  • Good language proficiency in both German and English
  • Working knowledge of Office applications (Excel, Word, PowerPoint, Visio)

Additional Information

Reference Code: AZSE-5369752-3

We are looking forward to receiving your application.

Allianz Group is committed to employment equity and therefore welcomes applications from men and women regardless race or ethnicity, age, nationality, religion, disability, sexual orientation or philosophy of life.

IDS GmbH - Analysis and Reporting Services