• English
  • Dutch
  • German
IT Service Manager (m/f/d)


We are currently looking for an IT Service Manager (m/f/d) for our banking client

Start: ASAP (latest April 24)
End:31.12.24 (extension possible)
Volume: fulltime
Location: Hybrid / 50% on site Vienna
Language: English / German and/or other CEE languages

International business requires an international corporate philosophy. Our banking client has more than 16 million customers in 13 CEE countries aiming to tackle topics such as digitalisation and changing customer needs
The Team has implemented a group-wide platform to help them better understand the needs of our customers and address them more individually. They offer their network banks various services which they can use as a "product as a service" and are centrally hosted in a cloud. Offering a range of 6 different products, and both the portfolio and the team are constantly growing. Since they work in an agile setup, all the skills needed for an end2end delivery are in their teams. Both IT and business colleagues work together in a co-location in a hybrid mode (new way of work) to be able to react to the market as quickly as possible. As service manager, you bridge the gap between agile development and a classic IT service. Of course, you are never alone, but can access the concentrated experience of our community of practice for service management. In addition, you will also be supported by agile coaches, product owners and other specialists.

Project Tasks and topics (independent delivery):
• You will oversee the efficient operation of IT Cloud Services. As you implement and enhance essential services (e.g., Incident & Problem Management), your role involves ensuring alignment with client´s established IT process framework and safeguarding existing products from any impacts resulting from changes.
• You will be supported by an international team of Data Engineers, DevOps but also directly from the supplier who are partly responsible for 2nd/3rd level support You will coordinate and manage the team while actively contributing to analysis and solution finding.
• When it comes to creating and adapting new and existing contracts (SLAs, OLAs), you take on a leading role
• Together with colleagues from Contract Management and Procurement and with the support of the Delivery Manager and the Product Owner, you create and adapt existing contracts and clarify the conditions with all stakeholders.
• In addition to delivering quality services, we also collaborate as a customer with the infrastructure team. Consequently, you will oversee the coordination of OLAs and strive towards optimizing infrastructure, while effectively managing costs and performance.
• You are the interface to the agile streams and ensure with the release & test management that deployments do not endanger the quality of operations. However, if something happens to go wrong, you also work hands-on to get everything up and running again. In critical situations, you may also work after regular working hours or at weekends.
• You provide support to the delivery manager and the product owner on cross-functional topics, including the IT process framework, budget management, management reporting, and security. Additionally, you are responsible for maintaining approved budgets and ensuring the team has the appropriate skills and staffing levels.
• You are open to working 2-3 days per week at our Vienna location. Additionally, for multiday workshops and planning sessions, there may be occasional travel to our network banks and vendors' countries, always arranged in advance and with mutual agreement.

• Minimum 5 years of experience in IT department, preferable in the financial services industry
• Minimum 3 years’ experience in IT-Service-Management; ITIL-Certification preferable
• Experience in vendor management and contract negotiations
• Proven experience in agile way of working (Scrum, Kanban) and related collaboration tools (JIRA, Confluence)
• T-shaped profile for IT topics; especially in Cloud (AWS, Azure) and Solution Architecture
• Basic knowledge of banking products and business processes or strong willingness to deepen this knowledge
• High level of communication, presentation, and facilitation skills
• Team player, service orientation, high level of commitment and motivation
• Strong problem-solving skills and the ability to handle complex, high impact incidents

We are looking forward to your application. Please apply with your most recent CV.

Michael Bailey International is acting as an Employment Business in relation to this vacancy.

IT Service Manager (m/f/d)