Incident / Problem & Change Manager

Bank Pictet & Cie (Europe) AG, succursale de Luxembourg; Konz; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading investment service company is seeking a Service Manager in IT to oversee service delivery and operational excellence within their Infrastructure & Production department. The role requires extensive experience in IT service management and strong leadership skills. This position offers opportunities for growth and the chance to make impactful improvements in service delivery.

Leistungen

Flexible working arrangements

Extended parental leave

Qualifikationen

• Minimum 10 years experience in a similar position.
• Proven experience in IT service management.
• ITIL certification is a plus.

Aufgaben

• Overseeing end-to-end service delivery and ensuring operational excellence.
• Managing Major Incidents and facilitating regular service review meetings.
• Preparing regular reports on service performance and improvement initiatives.

Kenntnisse

Leadership

Communication

Analytical Skills

Problem Solving

Ausbildung

Master degree in infrastructure and application support services

Jobbeschreibung

Pictet is an investment-led service company, offering wealth management, asset management and related services.

We are an independent investment partnership known for our long-term mindset, responsible approach to business and entrepreneurial spirit. These principles have defined us since 1805. For our clients, colleagues, and wider society, we always aim to do the right thing and honour our commitment to enduring quality.

With more than CHF 686 billion in assets under management or custody as of December 31st 2023, Pictet is today one of the leading Europe-based independent wealth and asset managers.

The Group is headquartered in Geneva, where its activities began, and employs more than 5000 employees. With 30 offices, it is also present in Amsterdam, Basel, Barcelona, Brussels, Dubai, Frankfurt, Hong Kong, Lausanne, London, Luxembourg, Madrid, Milan, Monaco, Montreal, Munich, Nassau, Osaka, Paris, Rome, Shanghai, Singapore, Stuttgart, Taipei, Tel-Aviv, Tokyo, Turin, Verona, Shanghai, New York and Zurich.

Your team

The Pictet Group is one of the world’s leading independent wealth and asset managers. Founded in 1805 and headquartered in Geneva, Switzerland, the Group is represented at 30 offices in financial centres worldwide, and currently employs over 5200 people. Pictet has been present since 1989 in Luxembourg, where it employs over 700 people.

Technology & Operations design and integrate software applications ranging from portfolio management systems, trading platforms to banking and corporate solutions. The division is responsible for some of the Group’s key innovations while sustaining business operations and developing custodian and funds administration services.

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 appl. and infra. 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 changes 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 BLs / Les, by activating and managing working group, 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 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 the incidents.
• French : fluent

Note

We will not accept any CVs from agencies.

In accordance with the provisions of the Luxembourg law of 23 July 2016 amending the law of 29 March 2013, candidates may be required to provide an extract from their criminal record. This document, issued by the authorities, must not be older than three months. Such a document will be requested with the aim of carrying out a character check on candidates, bearing in mind the area of activity of our establishment and, more particularly, the tasks described in the job description.

Flexible and modern ways of working

As a responsible and supportive employer, we promote the well-being of our employees through a set of flexible working arrangements, ranging from a work-from-home policy for eligible functions to opportunities for annualised part-time leave and extended parental leave.

Diversity & Inclusion

Pictet is an equal opportunity employer and is committed to creating a diverse environment. We respect all individuals and seek their inclusion in the workplace.