Service Manger- IT Operations

General

Youpal Group

Sweden - Remote

January 27, 2025

Deadline

None

Work Level

Junior

Employee Type

Fulltime

Reply as soon as possible - we offer ongoing - attach CV in Word format, hourly price, accessibility, location and answer skills and should requirements.

Requirement profile
The Service Manager will work with our suppliers to secure delivery of IT
Operations of our customer facing services. The Service Manager is
accountable for a service throughout its lifecycle and have an end to end
accountability of service delivery, so that the service meets business and end
user requirements in a cost effective manner.

Key Accountabilities:
• Ensuring business receives the right set of services that fit the business purpose
• Operational supplier management within Ikano Bank IT
• Operational risk management related to IT Operations
• Business alignment within IT Operations scope
• Service reporting according to approved roadmap, SLA and KPI follow-up related to IT
Infrastructure outsourced agreement(s)
• Ensuring service continuity
• Business Continuity Management (BCM) including Disaster Recovery
• IT Operations
o Follow up day-to-day operations
o Verify IT Operations procedures
o Day-to-day follow-up with supplier contact person(s)
o Prepare Monthly IT Operations reports
o Represent IT Operation in meetings and projects with external vendors
o Support the Solution Train, ensuring that IT Operations fulfill their needs
o Assist in setting up ServiceNow integrations
o Drive continuous improvements within the area, for example:
▪ Improving the service to the Solution Train
▪ efficiency, so that tasks can be performed with lower effort
▪ cost efficiency
• Ensure that IT Operations is part of the Solution Train’s Way of Working and aligns with its
cadence
• Ensure compliance with laws, regulations and internal policies that regulate our business

Towards Business Counterparts
• Ensure service requirements are translated into activities and tasks
• Ensure business alignment of service, foster new innovations and continuous improvement
• Ensure quality of service
• Manage service description in the service catalogue, ensuring the service entry in the service
catalogue is accurate

Towards IT
• Ensure compliance of the service, legal, security and other applicable areas
• Manage the efficient delivery of designated services including all parties participating to the
delivery
• Review and prioritize improvements to the service
• Participating in validating and approving project’s transition to production

Towards (External) suppliers

Culture and Values
Skills and experience are only part of what you need to succeed in this role. To truly achieve you will
need to live the culture and values of Ikano. This includes:
• Creating a dynamic work environment where people continuously develop and contribute to our
goals
• Promoting the essence of Ikano in your day-to-day leadership
• Encouraging co-workers to collaborate across countries and functions to be even more
effective – working together!
• Leading with Ikano values in mind, always applying common sense & simplicity in day-to-day
situations
• Building a strong Risk and customer outcome culture
• As part of Ikano’s commitment to treating customers fairly, endeavouring to ensure that fair
treatment of customers is central to everything
• Complying with Ikano’s Data Protection guidelines and the requirements of the Data Protection
Act for all customer or co-worker data

Qualifications – Essentials
• Minimum bachelor’s degree or equivalent in technology, economics, or similar sciences.
• Extensive experience in IT service management including project management.
• Good knowledge and experience in Organisational change management.
• Balancing business understanding (value chain) with in-depth competence in area of Service
Management.
• Vendor Management.
• Working in a complex multivendor organization.
• Service Management Best Practices and leading (global) frameworks.
• Team management and planning of personnel resources.
• Leadership in digital service delivery; successful design, delivery and management of highquality
services.
• Grasp and expertise in analysing metrics and IT Operations challenges and using them to
continually improve services to meet the solution train’s needs.
• Proven ability to challenge and remove any unnecessary barriers to service delivery.
• A high degree of market awareness, with demonstrable experience of innovative approaches
to procuring services and of managing relationships with suppliers.
• Experience of current agile project management practices, open source, cloud platforms and
digital services.
• Lean processes, continual improvement practices.
• Service minded.
• Business & development oriented.
• Positive team player.
• Able and daring to simplify the complex.
• Open to new ideas and personal growth.
• As a leader; proactive, coaching, and inspiring.
• Highly articulate and credible at a senior level.
• Display strong communication/negotiation skills and the ability to influence external partners,
stakeholders and customers to secure mutually beneficial outcomes.
• Champion the importance of people, talent management and development issues, building a
strong culture.
• Decisive and able to set clear and SMART goals and following up on them.
• Relevant ICT standards a plus: ITIL and in project management, in architecture and in agile
development areas.
• Recent experience in a similar role
• Cross-cultural experience
• IT Operations experience
• Experience of working with or within Financial Services