Ai Service Manager

.Job SummaryThe Service Manager is responsible for ensuring customer satisfaction in regards of (contractually) guaranteed services and business continuity. He/She is passionate about managing trustworthy customer relationships for world-class contact center solutions services within Allianz. He/She possesses extensive cross domain knowledge of contact center technologies and contact center business processes.The Service Manager will map and document the relationship and influences of new requirements to existing and future services. He/She has a deep understanding of contracting and service level agreements also being able to monitor and report/control them. He/She has strong communication and stakeholder management skills. He/She will cooperate closely with customer business analysts, contact center agents, project service managers, 3rd parties as well as senior management to ensure the desired business services are implemented.He/She is a fallback contact in case of major outages where he will support the operational team in troubleshooting and the problem solving process. He/She is a dynamic and collaborative member of the team with a commitment to client success achieved through a balance of quality, cost and efficiency. The Service Manager is able to challenge proposed designs and implementation ideas by the vendors, providers and clients.Duties & Responsibilities:Being part of the whole IT process by providing and developing cost-effective IT services contributing to the company service portfolioParticipating in the definition of key indicators and relevant parameters of the service (costs, quality, capacity, business continuity, IT security...)Coordination of standard solutions and customer needs by managing both human and technical sourcesCoordination of continuous improvement in the serviceEngaging customers and clients relationships as well as supplier managementGood understanding and communication with the project management and technical teams in order to satisfy client's needsKnowledge, Skills, & AbilitiesHigher education degree with technical / economical background and focusProcess and Project Management and ITIL training / certification (desirable)Knowledge about Contact Center Solutions based on Cisco Infrastructure (desirable)Knowledge on contact center (desirable)Work experience in an international environment (desirable)Experience on Cloud and CAI platforms e.G