IT Service Management Specialist 28 views

Role Description

Reporting into the Head of IT Business Services, the role holder carries responsibility for the coordination of all Risk & Governance Control Framework and Internal Audit activity for the Business Services Team. Working directly with the IT Service Managers, the role holder will ensure audit, key control and Allianz Group actions are tracked and delivered within required timescales and to target dates.

This is achieved through the role holder having a sound understanding of the Service Management Framework with the ability to work with Internal Audit and colleagues in 1st and 2nd Line Risk- with sufficient real world knowledge and experience to guide audit and control colleagues to the correct evidence in our demonstration of compliance and ways of working.

The role holder will take responsibility as the primary point of contact for the Risk and Governance Team, Internal Audit Team and 2nd Line Risk, acting as a Service Management Subject Matter Expert – pulling in the Head of IT Business Services & IT Service Managers where necessary to ensure control attestation is accurately reflective and any risks or control failures are justified.

Key Accountabilities

Day to Day Activities

• Ensure compliance to Allianz Corporate Policies, Functional Rules and UK Regulatory Requirements through close tracking of committed delivery dates and annual attestation cycles
• Ownership of Key Control Cycle and administrative duties
• Act as the primary contact for Internal Audit, coordinating evidence returns, proving SME guidance to the internal audit teams to enable the correct documentation of any observations/findings
• Act as the liaison/contact point for the provision of all Allianz Technology (AzT) audit evidence – working closely with AzT colleagues across the delivery organisation
• Manage risks associated with IT Service Management and Delivery
• Manage and track committed Internal Audit Finding target dates, reporting any that are under threat of delivery to the Head of IT Business Services

Supporting Activities (as and when required/covering holiday periods)

• Ensure regular reporting requirements are delivered
• Collaborate with internal and third party teams to deliver to requirement
• Lead on business engagement in respective areas of the business
• Drive continual service improvement activity working with wider Service Management Team
• Partner with colleagues across the Allianz Operations Function (Change, IT, Facilities and Data) in the effective delivery of all BAU IT services and project and programme related activities
• Manage Service reviews, IT performance/Service Level Agreement based reporting
• Resolve escalated issues relating to the Service delivery
• Ensure continuous service improvement initiation and tracking to completion
• Ensure the day to day running of Customer facing IT services by defining, implementing and monitoring execution of incident and service request management processes across the IT function
• Manage major incidents
• Support root cause analysis, preventative measures and problem management to minimise risk to IT services
• Help ensure the stability and on-going operation of IT services by ensuring Change Management procedures are defined, executed and adhered to
• Help ensure the stability of newly introduced IT services by promoting and ensuring the execution of Service Transition and Service Introduction processes
• Provide service insights that will lead to increased customer experience or efficiencies
• Promote, gain sponsorship of and implement new technology processes or capabilities that drive benefit for the UK business
• Work closely with outsourced application development teams to ensure all IT services are available and improving as the platform complexities increase
• Promote and be an ambassador for the UK business Digital strategy and implement the necessary IT service skills and processes to support that vision