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Principal Service Delivery Manager

4 weeks ago

กรงเทพมหานคร, Thailand Allianz Technology Full time

The role of Service Delivery Manager oversees the coordination of multidisciplinary IT functional teams in the governance, assurance and improvement in service delivery. With an eye for perfection, and attention to detail and the ability to influence people the role will oversee IT service improvements in ITIL, in KPI, help to shape Service level agreements and service delivery.

**You will**
- Manage the IT ServiceDesk and IT helpdesk team and evaluate their performance to ensure that all critical services areavailable, including infrastructure services.
- Handle issues and requests from both internal and external users within the scope of the target.
- Provide technical skills and training to the team to follow the ITIL process.
- Following and tracking ticket ratio.
- Attend daily operation calls every day.
- Weekly and monthly meetings with the team for update.
- Manage outsource service. (On-boarding, Off-boarding), Document of outsource service.

**Incident and Problem management**:

- Coordinate and standardize Incident management.
- Lead for Major issues / incidents
- Act as a point of contact for all major incident
- Log incidents, investigate and prioritize incidents.
- Escalate the incident to relevant team to resolve the issue and create command room.
- Manage communication with relevant parties until the issue resolved.
- Problem management activities ensuring root cause and prevention are identified.
- Deliver monthly report to IT management (IT Operation/ Critical report)

**IT Project**:

- Manage RUN projects as expectations related to the stakeholders and business owner
- Manage the project scope and deliverables to meet targeted objectives.
- Conduct monthly meetings with stakeholders from AZD, DFL, Claim, Telesmile, and Motor API.
- Regularly hold meetings to discuss new features and upcoming releases for support.
- Deliver monthly report to the stakeholders and business owner.

**Tool**:

- Manage and Maintain ticketing System (JIRA Core/ ServiceNow system)
- Manage and Maintain Call system for IT Servicedesk (Aspect system)
- Manage and Maintain Line official account. o AZD account (For Agent)
- DFL account (For Banga)
- API motor account (For Broker) Inhouse service account (For internal staff)

**Report**:

- Monthly report to Acher system
- Monthly report to IT Project (AZD, DFL, Claim and Telesmile)
- Monthly report to IT Management (IT Operation/ Critical Application Availability Service)
- Monthly report to IT Management (ITSC) Quarterly report to IT Management (ITSB)

**Miscellaneous & Ad-hoc assignments**:

- Support Regular audit issue in path (Incident/ Problem and Service request)
- Update SOP document to be up to date.
- Support DR-Drill per year (AZAY & AAGI site)
- Monitoring Hootsuite Application of GSSD task and Tier1 support for Emagin.
- Ad-hoc issue or request from IT Management.

**Your skills**
- At least 10 years’ experience IT Operation with support numerous in HW/SW/Application.
- A minimum 5 years’ experience working in ITSM Framework
- Knowledge in incident management and project management (must be)
- ITIL experience (Incident, Problem, Change and Service request (must be)
- Knowledge to use in ticketing system (JIRA Product / ServiceNow) (must be)
- Experience in handling incidents and response
- Strong trouble shooting expertise.
- Good attitude and working under pressure.
- Good communication skills, interpersonal, oral, and written in English.

**Your benefits**:

- We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration
- 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

42060 | IT & Tech Engineering | Professional | Non-Executive | Allianz Technology | Full-Time | Permanent

**About Allianz Technology**

Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 10,000 employees located in 55 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry.

**D&I statement**

Join us. Let´s care for tomorrow.

You. IT

**Job Level**:
Professional

**Location**:

- Bangkok, Bangkok, TH, 10310**Area of Expertise**:
IT & Tech Engineering

**Unit**:
Allianz Technology

**Employing Entity**:
Allianz Technology (Thailand) Co., Ltd.