Lead of Global IT CPI Governance (m/f/d)_3070

About the Job

We are seeking an experienced professional to lead Global IT CPI Governance Team for Change, Problem and Incident management. In this role you are accountable for the design, standardization and compliance of these processes across the entire Allianz Group. The Global Process Owners and Global Process Managers for Change, Problem and Incident report to you. You set the standard that operations run against, you own the framework, controls, KPIs and continuous improvement behind it. The Lead of Global IT CPI Governance reports to the Head of Department IT Services and Process Operations.

What you do

• Lead, mentor and develop the global CPI governance function - the Global Process Owners and Global Process Managers for Change, Problem and Incident across all regions.
• Own the end-to-end design and definition of the global CPI processes - ensuring they are fit for purpose, standardized to serve the Allianz Group. Set, maintain and enforce process standards, policies, controls and KPIs; ensure consistent adherence across all operating entities.
• Drive an AI-enabled governance model - embed intelligent automation, AI-assisted triage and Power BI-based reporting into the process design so operations can reduce manual effort, improve MTTR and make data-driven decisions.
• Ensure regulatory and audit compliance of the CPI processes (e.g. DORA, internal control requirements); act as the accountable process owner in audits and reviews.
• Govern continuous improvement - run the cadence for reviewing process execution, maturity and performance, and drive the resulting changes through the Process Owners and Managers.
• Translate CPI data into actionable insight for senior leadership and service owners; own the management reporting on process health and effectiveness.
• Keep governance, operations, IT teams and affected business units aligned - ensure process changes are clearly communicated, understood and adopted. Steer the target operating model for CPI governance, including sizing, upskilling and the build-up of new capabilities (e.g. AI, Power BI, process management).

What you bring

• Bachelor’s degree in information technology, Business Administration, or a related field. 10+ years of relevant experience in senior IT service management, ideally including process ownership or governance within a large and complex IT environment.
• Excellent leadership and interpersonal skills in an international environment, with proven experience leading distributed teams - including other process leaders. Deep ITSM and ITIL process expertise across Change, Problem and Incident - ideally gained as a Process Owner or in a comparable accountable role.
• Proven track record of leading IT process transformation - from target-state design through change management, stakeholder buy-in and adoption - ideally in a regulated, multi-country environment.
• Strong analytical and problem-solving skills. Strong communication and stakeholder management skills, with experience reporting to senior leadership.
• Hands-on experience with AI tooling and automation platforms (e.g. ServiceNow AI, Power Automate, or equivalent) applied to ITSM processes; ability to embed AI-driven workflows that cut manual effort and improve detection and resolution speed.
• Proficiency in Power BI for process and performance reporting; ability to design, interpret and evolve dashboards that turn CPI data into decisions. Sound awareness of regulatory requirements affecting IT operations (e.g. DORA) and how they translate into process controls.
• Reliability, responsibility, commitment and strong ownership for the quality of the processes you govern. Business fluent in English; additional languages are a plus.
• Familiarity with AI technologies and GenAI platforms is a strong advantage.

What we offer

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad.
• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location).
• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered.
• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.