Service Manager Enterprise DWH (f/m/d

We are looking for an experienced Service Manager Enterprise DWH (f/m/d) for our banking client

Start: ASAP
Duration: ca. 6 Months
Volume: fulltime
Location: Vienna / Remote

Background: You will act as the temporary Service Manager for the Enterprise Data Warehouse for our client, due to a current shortage on internal staff.
You are well-structured and organised with proven leadership skills to lead a distributed international Operations Team and you have the experience to structure a highly complex enterprise service.

Tasks (independent delivery):
Responsible to meet our daily and monthly operational SLAs in respect to timeliness, correctness and completeness of data. This includes the following activities:

• Lead and moderate Production operations
• Manage operational retros
• Dispatch daily incidents / actions from calls
• Manage BLOCKER incident escalation
• Manage Innovation Rollout Planning
• Monthly Service Review / Join monthly Consumer Service calls
• Support Operations Onboarding/Upskilling – mainly DevOps Team
• Review of existing process(es) and identify room for improvement (efficiency, streamlined processes, optimization of (delivery) timelines, automation, remove technical debt…).
• Define and improve operational steering instruments and documents (e.g. INC/PRO/Delivery dashboards, Operations manual)
• Identify critical bottle necks in the current process and provide options how to solve the issues
• Create mindset and enable team to deliver agreed improvements of the 3 major KPIs (completeness / correctness / timeliness) until end of 2024
• Drive improvements in alignment with the priorities of the Tribe Leadership of DWH
• Close collaboration with all product streams within the Tribe as Operations is a distributed responsibility

Skills:

• Structure and organisation
• Experience in leading an international distributed team
• Hands on experience and strong execution and problem-solving focus
• Experience in Service Management in a data driven environment (preferably DWH), ITIL understanding
• IT background
• Best practices from peers with similar group setup
• Proactivity, responsibility, and endurance to stabilize a complex service
• Fluent English, German or another CEE language is appreciated, but not mandatory.

Please apply with your most recent CV. We are looking forward to hearing from you.

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