Service Manager (m/f/d)

About the Job As a Service Manager for the Global Mobile Project (AZ Pocket) at Allianz Technology, you will oversee end-to-end service delivery and operations for mobile services that support our partner projects. You will synchronize closely with global teams while driving local execution, ensuring services meet business objectives and deliver an excellent user experience. You will coordinate cross-functional squads, manage service performance and release governance, and lead continuous improvement initiatives. You will also leverage AI-driven tools and data to optimize service reliability, speed of recovery, and stakeholder transparency. This role requires strong program/project management skills, exceptional communication and stakeholder management, and a proactive, execution-oriented approach. What you do Oversee AZ Pocket service delivery and operations, aligning outcomes with business objectives, user needs, and SLO/XLAs. Ensure robust release governance, including phased rollouts, feature-flagged risk-controlled deployments, versioning, and App Store/Play Console readiness. Coordinate cross-functional teams (FE/BE, QA, DevOps, Security, Product, Design); plan, track, and unblock delivery; run RAID and status communications. Monitor service performance using telemetry and dashboards; define KPIs/XLAs; make data-driven decisions to improve user experience and business value. Drive continuous improvement through incident/problem management, postmortems, automation, and operational run-books. Utilize AI-driven tools (AIOps anomaly detection, automated triage, copilots) to optimize service delivery, quality, and MTTR. Maintain service documentation, policies, and SOPs; manage stakeholder relationships and executive updates; mentor junior service managers. What you bring Bachelor’s degree in Computer Science, Engineering, Business, or equivalent experience; proven service management experience in mobile/digital plus strong program/project management skills. Deep understanding of service management and ITIL practices; mobile release/change processes; app store operations; mobile risk mitigation and telemetry analysis. Outstanding communication, stakeholder management, and executive reporting; highly proactive, execution-oriented, and results focused. Hands-on with tools: Jira/Confluence, ServiceNow, App Store Connect/Google Play Console, feature flags (e.g., LaunchDarkly), CI/CD (Bitrise, GitHub Actions, Fastlane), and monitoring/observability (Dynatrace, Datadog, Crashlytics, GA4); dashboarding/reporting experience. Experience integrating AI algorithms/models or AIOps to enhance service delivery, decision-making, and operational efficiency; familiarity with AI-assisted workflows. Strong analytical skills for data-driven decisions, risk management, and continuous improvement; ability to coach and develop team members. Familiarity with AI technologies and GenAI platforms is a strong advantage. What we offer We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad. 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. About Allianz Technology With its headquarters in Munich, Germany, Allianz Technology is Allianz's global IT service provider and delivers IT solutions that drive the group's digitalization. With more than 11,000 employees in over 20 countries around the world, Allianz Technology is tasked to run, optimize, transform and innovate the infrastructure, applications and services together with Allianz companies to co-create the best customer experience. We service the entire spectrum of digitalization – from one of the industry's largest IT infrastructure projects that spans data centres, networks and security, to application platforms ranging from workplace services to digital interaction. In short: We deliver comprehensive end-to-end IT solutions for Allianz in the digital age. We are the backbone of Allianz. Find us at: www.linkedin.com/company/allianz-technology . Commitment to Integrity, Fairness & Inclusion 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. We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations. To Recruitment Agencies Allianz Technology has an in-house recruitment team that sources great candidates directly. Therefore, Allianz Technology does not accept unsolicited resumes from agencies or search firm recruiters. When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when there is a contract in place. Without a contract in place, we will not accept invoices on unsolicited resumes, even if the candidate was ultimately employed by Allianz. 104489 | Operations | Professional | Non-Executive | Allianz Technology | Full-Time | Permanent