Information Technology Service Delivery Manager

IT Service Manager (m/f/d)

The IT Service Manager ensures that IT Services for the Bank run within the service levels agreed with business. As an IT Service Manager you will work closely with various areas in the IT team, such as Enterprise Architecture, Security and IT Compliance and will be responsible for selected services in the Netherlands and Germany. You will be aiming at increasing efficiency and improve operational performance, with no adverse impact for the Bank and fulfilment of regulatory requirements. The role carries out a broad range of IT processes and procedures in a multi supplier outsourcing model and requires a service oriented mind set.

Your tasks:

IT Service Management:

• Manage IT processes to be efficient and effective, ensure that all ITSM process documentations are up to date
• Regulatory requirements (DORA & MARisk) in IT Operations and Service Transition
• Monitoring and reporting SLAs, risks and ITSM KPIs

IT Operations Management:

• Managing IT operations to meet the business needs
• Ensure IT Service Management processes follow agreed best practices
• Management of Incidents / Problems with 3rd party suppliers

Change / Release Management:

• Manage the lifecycle of all production and test environment changes in adherence to Lloyds Bank GmbH change processes
• Establish a change / release schedule
• Ensure changes / releases are implemented adhering to best practices and the bank’s risk management approach and principles
• Ensure changes / releases are auditable as per IT Governance and Compliance requirements

IT Supplier Management:

• Manage 3rd parties in a multi supplier environment to meet the business needs as per contractual agreements
• Manage and review SLAs on a regular basis
• Manage providers to deliver a high quality and efficient IT Services

Your knowledge/experience:

• Educated to bachelor degree level in computer science or equivalent professional experience is required
• Good knowledge and/or work experiences in IT Service Management processes like Incident Management, Problem Management, Release and/or Change Management
• Knowledge of best practices and standards (for example ITIL)
• Good understanding of regulatory requirements (MARisk, DORA)
• Ability to prioritize under pressure
• Fluency in English written and verbal. German and/or Dutch are a plus.

We offer

• An international team with colleagues from more than 50 different countries
• Social benefits such as a company pension scheme and capital formation contributions
• 30 days holiday as well as 24 and 31 December as non-working days
• Employee Assistance Programme – personal 24/7 helpline for all employees
• Various possibilities for flexible working, i.a. various part-time models, flexitime
• Extensive, very flexible home office arrangements
• Possibility to work from other EU countries for up to 30 days per year
• Additional benefits such as sports activities, free fruit, nuts and drinks
• Employer contributions to BVG job ticket and a Lease a bike programme
• An informal corporate culture - without dress code and ‘Sie’.
• An excellent learning culture and opportunity to improve your professional competencies
• Easily accessible city centre offices, in the vicinity of many shops and restaurants to which you receive a discount