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Principal Product Owner-Service Desk_2584

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Job Level:  Professional

Location: 

IN

Area of Expertise:  Operations

Unit:  Allianz Technology

Employing Entity:  Allianz Technology SE India Branch

Job Type:  Full-Time

Remote Job:  Hybrid working

Employment Type:  Permanent

ID:  96496

Position Cluster:  Non-Executive

1. Job summary

Cluster Product Owner – Service Desk

The Cluster Product Owner – Service Desk is a senior strategic role responsible for defining and driving the global Service Desk operations. Based in India and working in close partnership with internal teams and large external managed service providers, this individual will own the end-to-end service desk vision, product roadmap, and performance outcomes.

This role combines product ownership thinking with deep operational and vendor governance expertise driving innovation, focusing on efficiency and ensuring the Service Desk remains responsive, cost-effective, and tightly aligned with evolving business needs.

2. Key Responsibilities

Strategy & Product Ownership

Define and own the multi-year roadmap for global Service Desk operations, aligned with Allianz's business and digital strategy. Manage the product backlog end-to-end — from sprint planning through to delivery — translating stakeholder priorities and user feedback into actionable improvements. Stay ahead of industry benchmarks to keep the Service Desk modern and competitive.

Vendor & Partner Governance

Lead strategic relationships with large external managed service providers, holding them accountable to SLAs, quality targets, and align organisation standards for security and compliance. Drive quarterly business reviews, manage contract negotiations, and oversee transitions and scope changes across service agreements.

Operational Excellence & Performance

Manage organisational standards for incident management, request fulfilment, knowledge management, and escalation — underpinned by ITIL best practices. Govern key KPIs and Partner with Regional IT leads to ensure consistent delivery across geographies while meeting local regulatory requirements.

Innovation, Automation & Continuous Improvement

Identify and drive AI and automation initiatives— to improve speed and reduce cost. Lead and embed a culture of continuous improvement using Lean and Agile methodologies.

Leadership & Stakeholder Engagement

Regular connects with senior leadership and governance boards. Collaborate across IT, HR, Finance, and Business Functions to align priorities and represent the Service Desk in global forums.

100%

PART 3

3. Ideal candidate profile

The ideal candidate brings together strategic product thinking, deep IT service management expertise, and the commercial acumen to manage complex global vendor relationships. We are looking for someone who:

• Is a strategic thinker — able to define and execute a long-term product roadmap that connects service desk operations to broader business goals.
• Is a transformation driver — with a proven track record of leading change and innovation in service desk or similar IT operations environments.
• Is a skilled cross-functional collaborator — working across departments, geographies, and cultures to align priorities and deliver seamlessly.
• Thrives in fast-paced, complex environments — managing shifting priorities and dynamic demands without compromising quality or delivery.
• Is quality and delivery focused — committed to end-to-end oversight of enhancements with a strong emphasis on customer alignment and standards.
• Has a genuine customer-centric mindset — using feedback loops and performance data to continuously improve the user experience.
• Is innovation-oriented — proactively identifying opportunities to modernise and enhance service capabilities with fresh, outside-in thinking.
• Is a confident, clear communicator — able to articulate vision, priorities, and progress to technical teams and C-suite stakeholders alike.

100%

PART 4

Qualification, Experience, Technical and Functional Skills

4. Qualifications and experience

4.1 Education

• Master's or Bachelor's degree in IT, Business Administration, Computer Science, or a related field.

4.2 Experience  (12+ Years)

• 12+ years of proven experience as a Product Owner or senior IT Service Management leader, ideally within a service desk or IT operations context.
• Demonstrated experience managing global Service Desk / End User Services at scale — multi-region, multi-language, multi-provider environments.
• Deep vendor governance experience — managing large external MSPs
• Hands-on Agile delivery experience — sprint planning, backlog grooming, stakeholder-facing prioritisation, and iterative delivery.
• Strong understanding of ITSM processes, tools, and technologies across enterprise IT support operations.

4.3 Technical & Functional Skills

• ITIL v4 certification strongly preferred
• Familiarity with enterprise ITSM platforms — ServiceNow, Jira Service Management, or equivalent.
• Working knowledge of AI/ML tools applied to service operations: virtual agents, AIOps, intelligent routing, and predictive analytics.
• Strong analytical skills — comfortable with KPI dashboards, trend analysis, and translating data into strategic decisions.
• Excellent interpersonal and stakeholder management skills — able to influence and build trust at C-suite level across geographies.
• Experience within a regulated industry (financial services, insurance, or similar) is advantageous.
• Basic AI knowledge mandatory

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.  

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Join us. Let's care for tomorrow. 

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.