Head of ITSM Governance & Tooling

Gdańsk, PL, 80-309 Helsinki, FI, 500 Stockholm, SE, 111 44 Taastrup, DK, 2630 Gdynia, PL, 81-537

Job ID: 12815 

We are looking for an experienced leader to ITSM Governance & Tooling in Core Operations. 

Core Operations’ mission is to ensure “Excellent Experiences” for customers and end users. ​This mission is twofold. Firstly, we must ensure Nordea is a resilient and reliable service provider. Secondly, we need to guarantee Nordea end-users are getting the digital experience they desire and can work from their preferred location at any time. Core Operations consists of 525 employees. 


For this position, in ITSM Governance & Tooling, we are looking for a person with strong and inspiring leadership skills. You have proven experience being a leader of leaders, a good understanding and knowledge of an Enterprise IT landscape and the commonalities and differences that exists/needs to exist. The ITIL framework is essential in driving functional governance across the organization. You have a personal drive in leading teams and colleagues both in your own line and functionally outside of your own line. You are motivated for challenging activities in this area. You are able to set direction and objectives for your unit, and understand how these contribute to the maturity journey Nordea has embarked.


You share core values according to the Nordea Way. You have the ability to manage diversity, work in cross functional teams and build trust in the organization. You actively collaborate with various stakeholders and navigate with ease in a multi-cultural environment. You are comfortable with driving change and also have the courage to make decisions. You also need to have a structured approach towards tackling challenges and handling various issues.


You get an opportunity to work together with highly skilled colleagues in an exciting, global environment which provides opportunities to develop both professionally and personally. We are transforming towards a team who in full interlock with business stakeholders, executes and delivers the services we are responsible for.

About this opportunity

The ITSM Governance & Tooling unit consists of 43 employees in four teams:

  • IT Governance, Risk & Compliance
  • Tooling & Integration
  • IT Service Configuration Management
  • End User Experience & Improvements


The IT Service Configuration Management and the End User Experience & Improvements teams are led by two experienced managers, while we are looking for leaders for the two other teams, whereas IT Governance, Risk & Compliance is a new team in the unit. All teams are staffed by very motivated and highly delivering employees, that are a mix of process experts, developers, analysts and specialists. The teams have a proven track record of constantly improving their delivery of services, with the benefit for Nordea Business and our customers.


Reporting to the Head Core Operations you will be part of the Core Operations leadership team. The successful candidate have solid experience working in a high-pace environment. Having experience with process governance framework for IT Service Management (ITSM) processes, technology standards, Service Asset & Configuration Management processes, End User services and IT operations & Support in general, will be an advantage. 


What you will do:

  • Working collaboratively and manage relationship & dialogue with multiple stakeholders including Business units, Infrastructure Engineering, Information Security, Core Operations and our major Suppliers, such as HCL, IBM, DXC & Kyndryll
  • Deliver ITSM process expertise and support; simplify, own, drive and evolve cross-functional processes in your own unit through collaboration with your stakeholders. Our processes are company-wide and a strong understanding of organisational implementation of these are key
  • Constantly maturing the operational process execution with the expected outcome and taking Nordea to the next level of maturity
  • Operate and maintain our ITSM tools and data
  • Develop and maintain the IT Process Portal
  • Maintain and ensure quality of requestable items in IT SSP (IT Self-service Portal)
  • Facilitate training in ITSM processes and tools 
  • Ensuring shift left and self-service capabilities through Knowledge Management
  • Ensure to improve the focus and support to Risk and Audit Compliance cross Core Operations
  • Provide technical leadership, define and establish best practices, research, support, mentoring and coaching for all ITSM Governance & Tooling employees
  • Lead the unit and teams and foster a culture of learning, continuous improvement and innovation, leveraging matrixed resources as agreed


The role is based in the Nordics/Poland.

Who you are

Collaboration. Ownership. Passion. Courage. These are the values that guide us in being at our best – and that we imagine you share with us.  

To succeed in this role, we believe that:

  • You understand that prioritizing people first is key - you deliver through your people
  • You are an experienced Leader of leaders with proven track record for leading IT Operations & Support units in a complex, international organisation and possess a high level of business and technical ingenuity to provide strategic and tactical guidance
  • You have a demonstrated capability in motivating high achieving teams
  • You have demonstrated strong leadership competencies in a global organization leading cross functional teams in a global context and managing relationships with various stakeholders, such as Service Delivery, Architecture, Project Delivery, Information Security, Process Improvement and Supplier Management
  • You have proven experience of playing an active role in a global management team and have a minimum 5 years of leadership experience
  • You are used to be managing and following up on Suppliers and operating in a complex environment
  • You have the ability to, in an inspiring way, communicate vision, strategy and objectives
  • You have proven capacity to reach objectives and targets


Nice to have:

  • Excellent communication & presentation skills are a requirement
  • Certification in the ITIL framework or deep experience in working with ITIL is considered an advantage
  • Complete proficiency in English is a requirement
  • Strong communication skills with the ability to span and influence multiple functions, both within IT and across the broader business
  • Sound negotiation skills with the ability to convince key stakeholder and motivate team


If this sounds like you, get in touch!


Next steps

Submit your application no later than 07/10/2022. For more information, you’re welcome to contact Christian Krandorf.

At Nordea, we know that an inclusive workplace is a sustainable workplace. We deeply believe that our diverse backgrounds, experiences, characteristics and traits make us better at serving customers and communities. So please come as you are.


Please be aware that any applications or CVs coming through email or direct messages will not be accepted or considered.

Department:  Leadership Roles

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