Tower Lead - Desk Side Services, AMT Asset Management Software

Munich County, Bayern

Job Summary

The Country Manager – IT Workplace & Onsite Services holds end to end accountability for the delivery, governance, and continuous improvement of customer workplace and onsite IT services at country level. The role oversees hardware lifecycle management, onsite & EUC support, IMACD services, asset & CMDB accuracy, vendor performance, and ITSM governance, ensuring full compliance with customer contractual, security, and operational standards. This position is critical to operational stability, SLA achievement, regulatory compliance, and consistent end user experience across all customer workplace locations in the country.

Key Responsibilities

1. Drive Revenue Generation For The Asset Management Tower By Developing And Executing Strategies That Align With Business Objectives.

2. Ensure Timely Resolution Of Tasks And Escalations In Adherence To Service Level Agreements (Slas), Promoting Efficiency And Accountability.

3. Oversee Operational Hygiene By Validating Reports And Ensuring Compliance With The Sow, Facilitating Seamless Service Delivery.

4. Enhance Customer Satisfaction By Developing And Promoting New Initiatives And Frameworks Aimed At Improving Service Quality And Responsiveness.

5. Implement Profit Improvement Plans (Pip) By Leveraging Automation And Self-Driven Initiatives To Optimize Operational Performance And Reduce Costs.

Skill Requirements

1. Workplace Hardware & Asset Lifecycle Management • Own the complete hardware lifecycle including demand intake, procurement, staging, deployment, refresh, break/fix, reuse, and remarketing. • Govern device catalogue management (laptops, desktops, monitors, printers, peripherals, Mobile devices) aligned to Allianz technical, security, and architectural standards. • Oversee equipment qualification, BIOS/firmware compliance, standard images, and device benchmarking. • Control order management, logistics performance, delivery SLAs, and inventory optimization across all supported locations. • Ensure accurate asset tracking within Allianz ITSM and Asset Management platforms (ownership, warranty, lifecycle, compliance). • Lead hardware refresh programs, lifecycle planning, preventive maintenance, and warranty management with minimal business disruption. • Ensure secure data wiping, compliant recycling, sustainability, reuse, and remarketing in line with Allianz security and regulatory policies. 2. Onsite Support & EUC Services Delivery • Lead onsite and deskside support operations, ensuring effective Incident and Service Request resolution within agreed SLAs. • Govern IMACD services across EUC, network, printing, telephony, Wi Fi, and video conferencing environments. • Oversee employee onboarding and offboarding including device provisioning, imaging, data migration, and secure decommissioning. • Manage Walk In Centers, vending machines, pack stations, premium support desks, and field services. • Coordinate hands and feet network support (LAN/WAN patching, switches, SFPs, ports, troubleshooting). • Manage AGN related services including VoIP phones, headsets, CCC devices, MFA tokens, and network components. • Ensure meeting room and collaboration technology readiness for day to day operations and key business events. • Drive local language support readiness, technician capability building, coverage models, and shift planning. 3. Cross Functional ITSM, Governance & Service Management • Own cross tower ITSM governance impacting Service Desk, Onsite Support, and Hardware Services. • Ensure consistent execution of Incident, Problem, Change, Asset, Configuration, Capacity, Availability, and Performance Management processes. • Drive SLA governance, operational dashboards, KPIs, service reviews, and management reporting. • Actively participate in Change-Management and CAB, including risk assessment and release readiness. • Lead Problem Management, Root Cause Analysis, Known Error management, and preve