Lead-Workplace Services_6615_(AI Operations Manager)

“Infrastructure & Information Security” (IF&S) provides global shared services as well as customized regional services while further developing our cloud, network and security services platforms. The role lies with "Workplace Services", a department within IF&S that offers products and services for specific technical needs. This includes notebooks, Mobile devices, Thin Clients, virtual clients (AVC/VDI), desktop file service, Office 365 and service desk. Our goal is to provide a fully digitized and integrated workplace that enables new ways of working for the Allianz Group and ensures digital productivity gains worldwide. You work within Workplace Services in a completely agile environment, organized in so-called squads (product teams) and chapters (role/skills-based teams).

Your main responsibility is to act as the primary point of contact for service-related issues, escalations, and inquiries.

Key Responsibilities:

AI Strategy & Roadmap Ownership

• Define and own the strategy for embedding AI into incident management across Global Workplace Hardware Services

• Identify and prioritise high-value AI use cases (intelligent routing, predictive incident prevention, automated resolution, self-service deflection)

• Build business cases with clear targets and ROI justification

• Act as key partner to the Product Owner and senior stakeholders on AI investment decisions and operational efficiency

Incident Management & Service Operations

• Lead end-to-end incident management — detection, triage, resolution, and post-incident review — minimizing downtime and business impact

• Take overall responsibility for INC queue performance and steer it towards AI-supported, increasingly automated handling

• Handle high-priority incident and escalation management, root cause analysis (RCA), and proactive risk mitigation

• Manage request fulfilment, ticket assignment, and queue/break management across internal and external support teams

• Analyze and prioritize technical issues by business impact

Cross-Functional Collaboration & Stakeholder Management

• Coordinate cross-functional teams (dev, ops, support) during major incidents following ITIL best practices

• Collaborate with the Product Owner to align incident response with squad goals, prioritize features, and remove delivery blockers

• Steer implementation with platform teams, IT, and external providers — from pilot to scaled rollout

• Engage with internal users, technical teams, and 3rd-party providers

• Manage customer expectations and maintain high satisfaction levels

KPI Management, Reporting & Data-Driven Decision Making

• Set and own target KPIs: MTTR, SLA compliance, automation rate, ticket deflection, and cost per incident

• Develop and maintain ServiceNow reporting dashboards covering MTTR, incident trends, SLA compliance, and squad KPIs

• Report progress to management with data-driven insights

• Use AI-powered tools to analyze data and generate actionable operational insights

PART 3Qualification & Experience Qualification and Experience:

• Degree in IT, business informatics, engineering or a related field

• 7+ years in IT service operations or service management, including at least 3 years leading AI,

automation or digital transformation initiatives

• Proven track record of delivering measurable efficiency gains through AI or automation at scale

• Strong understanding of ServiceNow ITSM and its AI capabilities (Now Assist, Predictive Intelligence, Virtual Agent)

• Solid grasp of AI and generative AI concepts, their business potential and their risks

• Experience with AI governance and regulatory requirements in a regulated environment (EU AI Act, GDPR, DORA)

• Strong stakeholder management and experience steering external providers

• Strategic thinker with a pragmatic, results-oriented approach; able to turn vision into delivery

• ITIL 4 certification preferred

• Excellent English communication skills; German is an advantage

AI Competencies:

• Basic understanding of Generative AI concepts and enterprise AI use cases.

• Practical experience using AI tools (e.g., Microsoft Copilot, Claude Enterprise) to improve productivity and service management processes.

• Ability to create effective AI prompts and critically evaluate AI-generated outputs.

• Understanding of AI governance, security, privacy, and responsible AI principles.

• Ability to identify and drive AI-powered automation opportunities within IT service operations.

• Experience using AI insights to support service reporting, trend analysis, and decision-making.

• Knowledge of AI risks, limitations, and the importance of human validation of AI-generated content.

• Ability to leverage AI for knowledge management, incident resolution, and problem management activities.

• Strong learning mindset with the ability to stay current on emerging AI technologies and best practices.

• Capability to promote AI adoption and coach teams on effective and responsible use of AI tools.

Behavioural Competencies:

• Excellent written and verbal English communication

• Strong customer service orientation and interpersonal skills

• Analytical mindset; strong troubleshooting and probing skills

• Flexible, can-do attitude; ability to work unsupervised

• Team player; integrity & transparency; diversity & inclusiveness

PART 4Skills/Specific Tasks/Activities performed (choose groups that apply to your role)
Describe tasks in a short sentence if required

**GroupTask responsibility
mark S/T/O & % of time spend on task group
**S – Done by Self
T – For the team
O – For organization

Technical (e.g. Coding (Java), Testing (Unit))

• Basic knowledge of operating systems, networking, and hardware

• Windows / Active Directory knowledge

• Proficient in Microsoft Excel and PowerPoint

• ServiceNow (incident management, reporting, Knowledge Base)

• Remote support tooling

SFunctional / Domain (e.g. Underwriting, Claims Mgmt.)

• ITIL v3/v4 process knowledge

• Incident & problem management

• SLA/KPI reporting and analytics

SBusiness / Client Engagement (e.g. Marketing, Consulting)

• Works collaboratively with key stakeholders across the organisation

SPeople Engagement (e.g. Hiring, Training etc.)

Administrative / Compliance (e.g. Documentation, Quality etc.)

Other tasks (any special / short term tasks that are occasional)

Soft Skills

• Ability to translate complex business and functional requirements into structured high quality implementations using any variety of industry standard approaches

• Documentation skills

• Advanced analytical skills

• Experience in Agile Work environments and corresponding tools and methods (preferably SCRUM)

• Self-oriented working, prioritization capabilities and the ability to cope under stress.

• Curiosity about modern technologies and interest in intercultural cooperation.

• knowledge and advanced expertise in industry and/or vendor technologies

• Able to solicit, gather, document, and analyze system specification and requirements

• Ability to work independently and collaboratively with others in team environment

• Ability to use effective facilitation skills and techniques to elicit and review requirements from a diverse range of stakeholders and group size

• Excellent English written and verbal communication skills

• Process-oriented

• Logical thinker

• Strong knowledge of server/client and virtual technologies

• Communication skills

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.