IT Service Manager - Network

Nordea; Gdynia; Hybrid; PLN 190,000 - 270,000; Full time

Job summary

Nordea, based in Poland, is seeking an experienced Service Delivery Manager to oversee IT service delivery within Group Technology. You will advise on contractual compliance, manage performance metrics, and coordinate with incident resolution teams to ensure high service quality.

The role requires IT/Networking background, ITIL certification, and strong stakeholder communication. A hybrid work model with a focus on cost-conscious delivery is offered.

Qualifications

• Experience on SDM or IT Service Manager role (min.3 years).
• Degree in IT or equivalent relevant experience with focus on network: understanding of core networking components and ability to interpret basic network-related issues.
• Familiarity with networking basics in enterprise environments.
• ITIL certification and ability to demonstrate the framework application in practice.
• Adept at analyzing complex situations, identifying problems and proposing effective solutions.
• Experience in driving initiatives and knowledge of budgeting, cost optimization and vendor contract management.

Responsibilities

• Advise on contractual compliance, ensuring that agreed in-scope Services are delivered according to the contract.
• Maintaining high performance levels for service-related metrics, and implementing improvement activities and reporting.
• Supporting high level issues connected with incidents, coordinating with resolution parties, and conducting post-incident reviews.
• Ensuring procedures and methodologies are in place to support outstanding service delivery.
• Maintaining knowledge in the respective domain.
• Taking accountability for service delivery performance and driving future demand with Project Management.
• Serving as CT SPOC for operational governance, its reporting and hygiene for service delivery.
• Running daily follow ups on Supplier Performance and providing reports to management.

Job description

Job ID: 4850 Welcome to Group Technology, where we pride ourselves on engineering solutions and direct Nordea’s transformation by providing a holistic technological view and structured understanding of the bank, and its surrounding environment to enable the Customer Vision and the Business Strategy.

Job ID: 4850 Welcome to Group Technology, where we pride ourselves on engineering solutions and direct Nordea’s transformation by providing a holistic technological view and structured understanding of the bank, and its surrounding environment to enable the Customer Vision and the Business Strategy.

About Our Team

Meet the CT Service Delivery Management team. Our role is to manage operational service delivery in hand with other CT Service Domains, enhancing processes for adequate performance in accordance to Nordea’s standards and optimizing costs concerning IT Services provided by the Supplier.

Main responsibilities in this role:

• Advise on contractual compliance, ensuring that agreed in-scope Services are delivered according to the contract
• Maintaining high performance levels for service-related metrics, and implementing improvement activities wherever necessary and seeing that actions are implemented
• Supporting high level issues connected with incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that procedures, and methodologies are in place to support outstanding service delivery
• Ensuring knowledge maintenance in the respective domain
• Taking accountability for service delivery performance execution, meeting customer expectations, and in collaboration with Project Management driving future demand
• Serving as CT SPOC of dedicated scope for operational governance, its reporting and operational hygiene related to the delivery of respective services
• Running daily follow ups on Supplier Performance providing accurate andregular reportsto the management on performance of the service delivery

Who You Are

This is the right role for you if are an energetic, hands-on, detail-oriented individual with ability to see things through till completion. You are able to communicate effectively with stakeholders and voice your expectations while presenting collaborative mindset. You demonstrate autonomy in decision making and are eager to help define processes where they are lacking.

Your background and skills include:

• Experience on SDM or IT Service Manager role (min.3 years)
• Degree in IT or equivalent relevant experience with focus on network: understanding of core networking components (e.g. switches, routers, firewalls) at a conceptual level and ability to interpret basic network-related issues and collaborate with networking teams
• Familiarity with networking basics in enterprise environments
• ITIL certification and ability to demonstrate the framework application in practice
• Adept at analyzing complex situations, identifying problems and proposing effective solutions.

It would be ideal if you also:

• Have experience in driving initiatives and able to demonstrate their financial/overall impact
• Have knowledge of budgeting, cost optimization and vendor contract management to align service delivery with financial objectives

What We Offer

Collaboration. Ownership. Passion. Courage. These are the values that guide us in how we work and how we make decisions – and that we imagine you share with us.

People are driven by many different factors. For some, it’s to take their career to the next level. For others, it’s to break new ground within their area of expertise – in other words, with us, you will always move forward.

A culture

that fosters performance and growth in one of the largest Nordic banks, offering various opportunities to evolve, develop and learn from brilliant colleagues with diverse backgrounds in a vibrant working environment.

Hybrid working model –

we believe in the value of bringing people together and at the same time we embrace the freedom of flexibility.

Diversity and inclusion

are a natural part of our daily work. We know that an inclusive workplace is a sustainable one. We genuinely believe that our diverse backgrounds, experiences, characteristics and traits make us stronger together. Every day we strive to find new ways to improve diversity and inclusion within our community e.g. we have signed the European Diversity Charters in the countries where we operate to show our commitment and engage with others to continue learning and improving.

We enable dreams and aspirations for a greater good.

We build relationships. We add a personal touch to everything we do – when advising our customers, collaborating with colleagues, and meeting our potential candidates.

We learn and develop. We take pride in being experts and thinking ahead. We use our expertise to meet our customers’ needs, from the simplest to the most complex. We bring a growth mindset to our work that enables us to focus on a broader perspective in our daily challenges.

We lead change. We are responsible and aware of the impact of our decisions, both for our customers and for our local and global communities. Mindful of our responsibility towards current and future generations, we have made sustainability an integrated part of our business strategy.

We are Nordea. We have a 200-year history of supporting and growing the Nordic economies and our values are deeply rooted in these open, progressive and collaborative societies. As one of the biggest employers in the Nordics, Poland and Estonia, you have excellent opportunities to evolve, develop and move forward with us.

Studies show that members of underrepresented communities don’t apply for jobs unless they tick all the qualification boxes. If this is part of why you hesitate to apply, we would like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think.

We reserve the right to reply only to selected applications.