Munich County, Bayern
Job Summary
Consultant (Operations Manager – Field Service Operations / Global Onsite Support Services Manager) Location: Munich (Allianz supported locations – Germany) Experience: 08–10+ years (Enterprise Workplace, Onsite Support, IT Service Management, Network Operations) Responsible for end-to-end service delivery, governance, and continuous improvement of onsite workplace and field service operations, ensuring SLA adherence, operational stability, and consistent end-user experience aligned with contractual and regulatory requirements. The role oversees hardware lifecycle management, onsite & EUC support, IMACD services, asset & CMDB accuracy, vendor performance, and ITSM governance, ensuring full compliance with Allianz contractual, security, and operational standards. This position is critical to operational stability, SLA achievement, regulatory compliance, and consistent end user experience across all Allianz workplace locations in the country. Mandatory Requirements (Non Negotiable) • Prior hands on experience working within Allianz environments (Allianz Technology / Allianz entities / Allianz workplace services) • Strong understanding of workplace ecosystem, including: o Allianz Global Network (AGN), LAN/WAN, Wi Fi, VoIP, CCC, Video Conferencing o EUC & workplace standards o ITSM processes, service catalogues, asset lifecycle controls, approval workflows
Key Responsibilities
Workplace Hardware & Asset Lifecycle Management • Own end-to-end hardware lifecycle including demand intake, procurement, deployment, refresh, break/fix, reuse, and remarketing. • Govern device catalog (laptops, desktops, peripherals, mobile devices) in line with technical, security, and architectural standards. • Oversee device compliance including firmware, standard images, and benchmarking. • Manage order lifecycle, logistics performance, delivery SLAs, and inventory optimization across locations. • Ensure accurate asset tracking within ITSM and asset management systems (ownership, warranty, lifecycle, compliance). • Drive hardware refresh programs, preventive maintenance, and lifecycle planning with minimal business disruption. • Ensure secure data disposal, compliant recycling, sustainability, and reuse in line with regulatory policies. 2. Onsite Support & EUC Service Delivery • Lead onsite and deskside support operations, ensuring timely resolution of incidents and service requests within SLAs. • Govern IMACD services across EUC, network, printing, telephony, Wi Fi, and collaboration environments. • Oversee end-user onboarding/offboarding including device provisioning, imaging, migration, and decommissioning. • Manage Walk-In Centers, premium desks, vending solutions, pack stations, and field services. • Coordinate hands-and-feet support for network activities (LAN/WAN patching, troubleshooting, connectivity). • Manage AGN-related services (VoIP, headsets, tokens, network components). • Ensure meeting room and collaboration readiness for daily operations and business-critical events. • Drive local language readiness, workforce capability, shift planning, and coverage models. 3. ITSM, Governance & Service Management • Own cross-functional ITSM governance across Service Desk, Onsite Support, and Hardware services. • Ensure consistent execution of Incident, Problem, Change, Asset, Configuration, Capacity, and Availability processes. • Drive SLA governance, KPI tracking, dashboards, and service reporting. • Participate in Change Management & CAB, ensuring risk mitigation and release readiness. • Lead Problem Management, RCA, Known Error management, and preventive initiatives. • Ensure CMDB accuracy through regular audits and reconciliation. • Drive CSAT improvement initiatives and service quality enhancements. • Lead Continual Service Improvement (CSI), automation, and cost optimization initiatives. • Support capacity planning, technology refresh, and lifecycle optimization strategies. 4. Vendor & Stakeholder Management • Manage OEMs, logistics partners, onsite vendors, and third-party service providers. • Track and enforce vendor SLAs, including escalation handling, remediation, and performance improvement. • Act as the primary interface for stakeholders, including IT leadership, procurement, finance, asset management, and facilities.
Skill Requirements
Required Technical & Domain Expertise • Enterprise Workplace & EUC Operations • Hardware Lifecycle & Asset Management • ITIL / ITSM (Incident, Problem, Change, Asset, CMDB) • Network fundamentals (LAN/WAN/Wi Fi, AGN) and onsite network operations • IMACD & Field Services Operations • Vendor Management & SLA Governance • ITSM tools (e.g., ServiceNow) • SLA/KPI/CSAT reporting and performance management • Security, data protection & compliance • Automation and continuous improvement methodologies • Manage overall service delivery and business-as-usual operations across onsite and field services. • Ensure SLA compliance, KPI tracking, and service performance trending and reporting. • Lead incident, service request, and IMACD operations across supported environments. • Oversee onsite support teams, deskside support, and field service technicians. • Drive ITIL-based ITSM processes including Incident, Problem, Change, Asset, and Configuration management. • Conduct monthly and quarterly service reviews with stakeholders. • Implement quality assurance and continuous service improvement initiatives. • Manage vendor performance, escalations, and service optimization. • Ensure device lifecycle management including deployment, refresh, and decommissioning. • Support onboarding/offboarding and workplace service readiness.
Other Requirements
Required Skills & Knowledge • IT Infrastructure & Workplace Management • ITIL & IT Service Management • Project & Timeline Management • Vendor & Stakeholder Management • Client Relationship Management • SLA/KPI Performance Management • Contract Management • Field Services & Onsite Operations • Cross-functional Team Leadership 10+ years of experience in IT service delivery, onsite support, or workplace services in enterprise environments, with experience managing distributed teams and vendor ecosystem.
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