Lead IT Client Service Manager
Aegon is an international financial service holding company headquartered in The Hague, the Netherlands. Our ambition is to build leading businesses that offer their customers investment, protection, and retirement solutions. Our purpose is to help people live their best lives, which goal runs through all of our activities. The company has multiple locations across the globe, with core markets in the UK and the US, partnerships in Spain & Portugal, Brazil, and China and an Asset Management organization with locations in UK, US, NL and Hungary. In the Netherlands, Aegon generates value via a strategic shareholding in a market-leading insurance and pensions company.
Aegon Global Business Solutions Center is supporting these businesses with IT, Finance, Risk, Model Validation, Actuarial, Audit and Asset management services with a growing team of approx. 300 people, based in Budapest, Hungary.
Global Technology Services (GTS) is Aegon's global IT partner that provides infrastructure services, information security, and global/corporate application support for Aegon's businesses around the world.
From 6 locations in the US, the Netherlands, the UK, and Hungary, we support 20+ country units and 24,000+ employees in the world. Our support consists of a wide range of centralized global IT services such as programming, database management, project management, agile/dev/ops, and more.
Job Description Summary:
This position will be part of the GTS Partner Management function responsible for developing, delivering and marketing an assigned group of services within the Global Technology Services (GTS) Infrastructure service catalog.
What You Will Do:
- Develop GTS Infrastructure service area roadmaps based on business unit partner demand, business and Infrastructure plans/objectives and industry trends.
- Promote infrastructure service awareness and understanding to ensure cost and capability transparency.
- Initiate, negotiate, and manage Infrastructure service level agreements.
- Manage the expectations of business unit partners in regard to the use of GTS Infrastructure service(s).
- Measure, report, and review the perception of service quality from a business unit partner perspective.
- Continuously deliver Infrastructure service improvements and enhancements.
- Provide a single point of contact, liaison, and escalation for service-related matters.
- Initiate and drive customer experience surveys; partner with Infrastructure teams to develop plans for improvements based on the results.
- Work with technology teams to identify and evaluate new technology products for their services
- Provide customer-focused leadership for the strategic technology planning process and ensures that plans integrate effectively with other aspects of the technical infrastructure and are in line with business objectives.
- Provide leadership for the transition of new and enhanced Infrastructure services into production to ensure the availability, security, and recovery plans meet the business objectives
What You Will Need:
Qualifications
- Bachelor’s degree in information technology, computer science, business management, or equivalent work experience
- Seven years of experience in service management and delivery, direct business engagement and multiple technology domains
- In-depth knowledge of IT industry trends and technical expertise over a range of services
- In-depth knowledge of project management methodologies
- Experience in direct IT business engagement or business relationship management
- Excellent verbal and written communication skills
- Outstanding interpersonal, conflict resolution, problem-solving, and negotiation skills
- Ability to influence and lead technical and non-technical colleagues in a non-reporting relationship
- Passion for building and maintaining high levels of customer satisfaction
Preferred
- Experience working with global teams
- Prior project role experience with focus on: Development of communications, Website content creation and maintenance, BAU Action tracking to completion
- Knowledge of Ariba system
- Experience in Fieldglass
- Vendor management experience
What we offer
- Competitive salary
- Comprehensive health package
- Brand new office at an excellent location
- Hybrid working
- Opportunities for growth and advancement
- A highly people centric, positive and supportive work environment
AGT Hungary IT Services LLC (HUN entity)