IT Service Manager Contract

What you can expect

You will oversee the efficient operation of IT Cloud Services. As you implement and enhance essential services (e.g. Incident & Problem Management) your role involves ensuring alignment with RBI s established IT process framework and safeguarding existing products from any impacts resulting from changes.

You will be supported by an international team of Data Engineers DevOps but also directly from the supplier who are partly responsible for 2nd/3rd level support You will coordinate and manage the team while actively contributing to analysis and solution finding.

When it comes to creating and adapting new and existing contracts (SLAs OLAs) you take on a leading

role. Together with colleagues from Contract Management and Procurement and with the support of the Delivery Manager and the Product Owner you create and adapt existing contracts and clarify the conditions with all stakeholders.

In addition to delivering quality services we also collaborate as a customer with the infrastructure team. Consequently you will oversee the coordination of OLAs and strive towards optimizing infrastructure while effectively managing costs and performance.

You are the interface to the agile streams and ensure with the release & test management that deployments do not endanger the quality of operations. However if something happens to go wrong you also work handson to get everything up and running again. In critical situations you may also work after regular working hours or at weekends.

You provide support to the delivery manager and the product owner on crossfunctional topics including the IT process framework budget management management reporting and security. Additionally you are responsible for maintaining approved budgets and ensuring the team has the appropriate skills and

staffing levels.

You are open to working 23 days per week at our Vienna 19th district location. Additionally for multiday workshops and planning sessions there may be occasional travel to our network banks and vendors countries always arranged in advance and with mutual agreement.

Requirements

What you bring to the table

Minimum 5 years of experience in IT department preferable in the financial services industry

Minimum 3 years experience in ITServiceManagement; ITILCertification preferable

Experience in vendor management and contract negotiations

Proven experience in agile way of working (Scrum Kanban) and related collaboration tools (JIRA Confluence)

Tshaped profile for IT topics; especially in Cloud (AWS Azure) and Solution Architecture

Basic knowledge of banking products and business processes or strong willingness to deepen this. knowledge

High level of communication presentation and facilitation skills

Team player service orientation high level of commitment and motivation

Strong problemsolving skills and the ability to handle complex high impact incidents

Fluent knowledge of English; German and/or other CEE languages are a plus

What you bring to the table Minimum 5 years of experience in IT department, preferable in the financial services industry Minimum 3 years experience in IT-Service-Management; ITIL-Certification preferable Experience in vendor management and contract negotiations Proven experience in agile way of working (Scrum, Kanban) and related collaboration tools (JIRA, Confluence) T-shaped profile for IT topics; especially in Cloud (AWS, Azure) and Solution Architecture Basic knowledge of banking products and business processes or strong willingness to deepen this. knowledge High level of communication, presentation, and facilitation skills Team player, service orientation, high level of commitment and motivation Strong problem-solving skills and the ability to handle complex, high impact incidents Fluent knowledge of English; German and/or other CEE languages are a plus