Incident / Problem & Change Manager

Bank Pictet & Cie (Europe) AG, succursale de Luxembourg; Berlin; Vor Ort; EUR 75.000 - 100.000; Vollzeit

Zusammenfassung

A leading company is seeking a Service Manager to manage critical IT service functions, ensuring operational excellence and driving improvements. The ideal candidate will have a Master's degree, significant experience in service management, and strong leadership skills. Flexibility in work arrangements promotes employee well-being, emphasizing a commitment to diversity and inclusion.

Leistungen

Flexible working arrangements

Work-from-home policies

Extended parental leave

Qualifikationen

• Minimum 10 years experience in a similar position.
• Experience in incident, problem, change, and release management.
• Strong sense of accountability and ownership.

Aufgaben

• Overseeing end-to-end service delivery and ensuring operational excellence.
• Managing major incidents and coordinating with stakeholders.
• Preparing and leading weekly Change Boards and supporting teams.

Kenntnisse

Service Management

ITIL

Leadership

Communication

Problem Solving

Analytical Skills

Stakeholder Management

Ausbildung

Master's degree in infrastructure and application support services

Jobbeschreibung

Your role

The scope of the function is to play a critical role in managing and delivering high-quality IT services within the Infrastructure & Production department. The Service Manager is responsible for overseeing the end-to-end service delivery, ensuring operational excellence, and driving continuous improvement initiatives.

• Ensuring that application and infrastructure changes are adequately prepared to minimize IT services disruption by:

Handling requests for change (RFCs), ensuring their assessment and authorization before deployment.

• Supporting teams in change preparation and ensuring proper coordination among key stakeholders and adequate scheduling of changes.
• Preparing and leading weekly local Change Boards and participating actively in weekly Group Change boards.
• Fostering quick restoration of IT services to limit business impact by:

Ensuring appropriate handling of incidents with the highest priority level (blocker / critical), supporting IT teams from their assessment to their resolution.

• Participating / Conducting task forces as part of Major Incidents resolution, ensuring coordination between IT and business stakeholders, managing end-to-end communication by giving information in a relevant and timely manner.
• Managing Major Incidents review; supporting IT managers in identification of root causes, accurate evaluation of impacts and definition of improvement actions.
• Boosting continuous improvement of IT services to prevent incident recurrence:

For major problems, by supporting owner in definition of relevant actions and due date, ensuring proactive and close follow-up, reporting on progress, managing postponement process and validating closure.

• For Problems related to recurring issues strongly impacting Business Lines / Legal Entities, by activating and managing working groups, ensuring a close and proactive follow-up of actions until their implementation.
• Offering key insights:

Prepare regular reports on service performance, including SLA compliance, incident trends, and service improvement initiatives.

• Communicate effectively with stakeholders, including senior management, to provide updates on service delivery, performance, and improvement plans.
• Facilitate regular service review meetings with customers to gather feedback, address concerns, and identify opportunities for service enhancement.

Your profile

Education:

• Master's degree in infrastructure and application support services.

Requested experience:

• Minimum 10 years experience in a similar position.

Technical skills:

• Proven experience in a service management role, preferably within infrastructure and production.
• Strong understanding of IT service management principles, processes, and frameworks (e.g., ITIL).
• Experience in incident, problem, change, and release management.
• ITIL certification is a plus.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong sense of accountability and ownership.
• Ability to mobilize and drive the various teams in resolving incidents.
• French: fluent

Note

We will not accept any CVs from agencies.

In accordance with Luxembourg law, candidates may be required to provide an extract from their criminal record, issued within the last three months, for character verification purposes.

Flexible and modern ways of working

We promote employee well-being through flexible working arrangements, including work-from-home policies, annualized part-time leave, and extended parental leave.

Diversity & Inclusion

Pictet is an equal opportunity employer committed to diversity and inclusion in the workplace.