Coordinate major IT incidents and critical operational issues with relevant stakeholders to ensure timely resolution, clear communication and effective risk mitigation.
Monitor service performance and service level compliance; drive continuous improvement of the IT quality management system in line with internal standards, regulatory requirements, and business needs.
Identify weaknesses in operational processes and drive sustainable improvements to enhance service stability, predictability, and efficiency.
Work closely with internal stakeholders, cross-functional IT teams, and external service providers to resolve operational issues and align on service expectations.
Ensure compliance with service operations processes, including support for IT service continuity activities.
Analyse service performance based on key performance indicators, drive structured discussions with stakeholders, and ensure that agreed improvement measures are delivered.

Degree in Information Technology, Computer Science, or comparable qualification, or equivalent professional experience in IT service management or IT operations, ideally within the financial services industry.
Solid knowledge of ITIL practices, particularly in incident, problem, and change process management.
Familiarity with ITSM tools and an interest in working with structured data, reporting, and operational analytics.
Good understanding of regulatory requirements, compliance standards, and operational risk in a banking context.
Analytical, structured, and solution-oriented way of working, especially under operational pressure.
High reliability and strong sense of responsibility, particularly in major incident situations.
Very good communication skills when interacting with IT and business stakeholders, and service providers.
Strong written and spoken communication skills in English and the local language.

IT Service Manager

Key skills