Service Manager

Assignment Description

We are looking for a Service Manager to ensure IT services align with business needs. In this role, you will manage operational suppliers, mitigate IT operation risks, and ensure business alignment. You will oversee service performance, compliance with SLAs and KPIs, and outsourced infrastructure agreements to maintain continuity. Additionally, you will handle business continuity efforts, including disaster recovery, and supervise daily IT operations to ensure adherence to procedures and operational efficiency.

Collaboration with suppliers and external vendors is essential, as well as supporting IT projects and ensuring service alignment. You will facilitate ServiceNow integrations and drive continuous improvements for greater efficiency and cost-effectiveness. Ensuring IT Operations follow Agile methodologies and organizational cadence is key, along with maintaining compliance with legal, regulatory, and internal policies. Your role also includes translating business needs into actionable tasks, maintaining accurate service descriptions, ensuring compliance across operational areas, and managing supplier relationships for efficient service delivery.

Required Qualifications:

• Extensive experience in IT service management, including project management.
• Bachelor’s degree (or equivalent) in technology, economics, or a related field.
• Proven expertise in organizational change management.
• Strong leadership capabilities with experience in coaching and team development.
• Demonstrated ability to manage vendors and navigate multi-vendor environments.
• In-depth understanding of service management frameworks and best practices.
• Experience in resource planning and leading teams effectively.
• Background in digital service delivery with a focus on operational excellence.
• Analytical skills to identify and implement service improvements based on business needs.
• Practical experience in supplier relationship management and procurement processes.
• Knowledge of Agile, Lean methodologies, and cloud-based solutions.
• Service-driven mindset with a strong focus on business value.

It is considered an advantage if you have experience with ICT standards such as ITIL, project management, architecture, and agile development. Cross-cultural experience, IT Operations experience, and prior work within the financial services sector are also beneficial.