IT Service Manager - Energy IT (f/m/d)

Deutsche Börse Group is a financial services provider covering the full value chain of trading, clearing, settlement, and market data for stocks and derivatives. Our global success is based on our highly integrated and automated IT solutions that form the core of Deutsche Börse and allow companies and investors access to global capital markets. More than a thousand employees implement IT strategies through technological applications grouped in several key sections, thereby ensuring the competitiveness of the entire Group.

The Energy section is looking for a dedicated IT Service Manager responsible for 24/7 mission-critical infrastructure and platform services, which serve as a core central service in the commodities IT area.

We are seeking a highly organized and communicative Service Manager to join our team. The ideal candidate will have a strong blend of organizational skills, effective communication abilities, and a foundational understanding of technical concepts.

Your responsibilities:

1. Ensure smooth delivery of the critical 24/7 architecture and engineering services (IaaS, DBaaS, PaaS, TaaS, MS) in close cooperation with multiple engineering teams.
2. Own your service backlog and prioritize tasks effectively.
3. Monitor service delivery processes to maintain high quality and compliant service offerings.
4. Establish and maintain lean processes to coordinate escalations to subject matter experts and line managers.
5. Act as the first point of contact for new requirements and change requests; ensure clear and timely communication regarding service updates, issues, and resolutions.
6. Create a bridge between all parties involved in the service chain.
7. Ensure adherence to the agreed processes and procedures.
8. Maintain transparent operations to ensure service delivery in accordance with SLAs.
9. Facilitate regular service management meetings with stakeholders and provide regular reporting.
10. Maintain operational handbook and service catalog in collaboration with delivery teams.
11. Seek continuous process improvement opportunities.
12. Participate in discussions related to security, regulations, and audits.
13. Report to external and internal parties as required.

Your profile:

1. Basic understanding of technical aspects related to IT services.
2. Understanding of contracts and operational process documents and their technical implications.
3. Proven organizational skills to manage multiple tasks and priorities efficiently.
4. Excellent verbal and written communication skills in English; ability to convey technical information to non-technical stakeholders.
5. Strong stakeholder management and problem-solving skills.
6. Desire to learn and develop.
7. Understanding of Agile frameworks (Kanban/Scrum).
8. Self-organization and structured working methodology.
9. Ability to work collaboratively with cross-functional teams.

Nice to have:

1. Experience in IT services or product delivery in regulated environments.
2. Knowledge of hosting, virtualization, containerization, relational databases, and CI/CD concepts.
3. Experience in conflict resolution and testing (staged deliveries).
4. Proficiency in German communication skills.
5. ITIL certification.
6. Experience with DORA, JIRA Service Desk, KPI reporting.
7. Knowledge of trading, settlement, and clearing systems.