Track Manager - Program & Project Management

Experience: 10 to 15 years

Location: Thiruvananthapuram, India

Skills: Service Desk operations, incident management, service request management, ITIL practices, escalation management, issue management, automation, ITSM tools, ServiceNow, stakeholder management, audit compliance, PMP, PRINCE2, PgMP, Lean Six Sigma Black Belt

Job Summary
Lead and manage Service Desk operations for Allianz Works, ensuring high-quality incident and service request management aligned with contractual SLAs, ITIL practices, and customer expectations.
Escalation & Issue Management
Handle critical incidents and escalations; ensure timely resolution and communication. Coordinate with L2/L3 teams and third parties for complex issue resolution.
Continuous Improvement
Identify process improvement opportunities and drive automation/efficiency initiatives. Enhance knowledge base, documentation, and first-call resolution capabilities.
Compliance & Audit Support
Support audits (DQA, Ops.Hi5!, etc.) by ensuring process adherence and documentation readiness. Drive closure of audit findings and compliance gaps.

Key Responsibilities
Service Delivery Management
Oversee end-to-end Service Desk operations (L1/L1.5 support) including Incident, Service Request, and Problem Management. Ensure adherence to SLAs/OLAs,



response and resolution timelines, and service quality targets.
Operational Governance
Drive compliance with Allianz Ensure all incidents and requests are logged, categorized, prioritized, and tracked in ITSM tools.
Team & Performance Management
Manage Service Desk team performance, productivity, and shift operations (24x7 workplace). Track KPIs such as ticket volumes, SLA adherence, backlog, and resolution effectiveness.
Stakeholder & Customer Management
Act as primary interface with client stakeholders for Service Desk track. Provide regular reporting, service reviews, and ensure customer satisfaction. Strong experience in Service Desk / IT Support operations (ITIL framework) Expertise in Incident, Request, Problem Management Experience managing large global teams in 24x7 environment Strong knowledge of ITSM tools (ServiceNow or equivalent) Excellent stakeholder management and communication skills Exposure to audit/compliance environments (advantage for Allianz

Skill Requirements
Band: E3 / E3.2 equivalent Experience: 10–15+ years in IT services, with proven Service Desk leadership
Other Requirements
1. PMP, PRINCE2, or PgMP certification preferred.
2. Lean Six Sigma Black Belt certification is optional but valuable

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