Own end-to-end delivery for Workplace Services (WPS) across Allianz Partners Americas, ensuring predictable execution, service quality, stakeholder satisfaction, and continuous improvement across the portfolio.
Key Responsibilities
• Lead and govern the Allianz Partners WPS delivery portfolio (planning, execution, reporting, and risk
management).
• Own delivery outcomes for agreed scope, schedule, budget/effort, quality, and customer satisfaction
across WPS workstreams.
• Drive operational cadence: weekly/monthly service reviews, KPI/SLAs, incident/problem themes, and
improvement backlog.
• Partner with regional/business stakeholders to translate requirements into deliverable roadmaps and
prioritized demand.
• Coordinate across engineering, service management, vendors, and adjacent towers to ensure seamless
delivery and handoffs.
• Establish and maintain delivery standards (RAID logs, runbooks, change governance, release readiness,
and documentation).
• Manage escalations; facilitate rapid issue resolution and root-cause elimination with Problem
Management.
• Coach and mentor delivery/support teams; ensure skills, coverage, and succession for critical services.
• Ensure compliance with security, risk, audit, and policy requirements (e.g., change, access, data
handling).
• Identify and deliver automation and process improvements that reduce toil and improve reliability.
Required Qualifications / Skills
• Strong delivery leadership across complex enterprise IT services and projects.
• Working knowledge of Workplace/End-User services and modern collaboration platforms.
• ITSM expertise (Incident/Problem/Change/Request), KPIs/SLAs, and service governance.
• Stakeholder management and executive communication; ability to translate technical detail into business
outcomes.
• Risk/issue management, dependency management, and vendor coordination.
• Ability to drive continuous improvement using data and root-cause analysis.
Preferred Qualifications
• ITIL certification (Foundation or higher).
• Experience leading regional service delivery in Allianz Partners (multi-country coverage, time zones, and
regulatory constraints).
• Agile delivery practices (Scrum/Kanban) for continuous delivery and improvement.
• Experience with Microsoft 365 / Exchange Online / endpoint services and identity dependencies.
Experience
• 8+ years in IT service delivery, program delivery, or operations leadership.
• 3+ years leading cross-functional teams or delivery portfolios in an enterprise environment.
Working Model & Coverage
• Region: Brazil
• On-call/after-hours: As required for major incidents and planned changes
• Collaboration: Works closely with Service Management, Security, Network, Identity, and Vendor partners