Overall Objectives of Job
- Primary point of contact for IT service levels and issues for customer, Global IT CSM & business DPE.
- Support overall customer relationship and customer satisfaction
- Responsible for Security and audit compliance, reviews & actions
- Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to Customer on time(as agreed with DPE/PE)
- Ensure Service Requests are action in line with contract commitments
- Reporting in IT Governance Status Meetings / Reports with PMO (Summary of Problem, Incident/RCA, Change, Service Request, Service Level Metrics, IT Security Management / Audit Readiness, Contract Mgmt., Financial Mgmt., IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirements
- Responds to client IT requirements as specified in the contract or Statement of Work (SOW).
- From Account perspective, manages matrix of resources and coordinates with client and 3rd Party IT resources to deliver IT services and solutions to support the client organization.




- Owns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.
- Internal and External Vendor management

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- Monitor and ensure SLAs are met, issues escalated and prioritized.
- Monitor and feedback on the effectiveness of services provided by both internal and external vendor meeting business needs.
- Establish Service Improvement and Analytics
- Manage IT Services delivery compliant with Group standard and local regulatory requirements.
- Manage timely onboarding of new services and ensure they are compliant
- Analyze Saas application for internalization opportunities
- Engage with Delivery team and stakeholders to establish service continuity management and disaster recovery plan management
- Service Management team reporting and line management
- Good understanding of Corporate Rules for IT – AFRIT, AFIRM &

📌 Senior Manager-Service Management_2522 (Italia)
🏢 Allianz
📍 Italia