Service Delivery Manager in IT

Job ID: 27910 

Would you like to help Nordea in maintaining high performance level for its platforms? We are now looking for a Service Delivery Manager in IT to account for service delivery performance execution and drive collaboration with the supplier.

In Nordea, we’re harnessing the power of technology to reinvent the future of banking. A tech revolution is underway – and you can make an impact. Though we’re a Nordic bank, we’re also one of the largest IT employers in Tricity and Warsaw. Working with international teams in an inspiring working environment, you’ll have lots of opportunities to expand your skills and advance your career. 

About this opportunity

Welcome to the CTO Service Delivery Management team. We add value by managing operational service delivery together with Core Infrastructure, enhancing processes for adequate performance in accordance to Nordea’s standards and optimizing costs concerning IT Services provided by the Supplier. As the Service Delivery Manager, you’ll play a critical role in monitoring supplier’s performance levels for the Azure Cloud platforms and technologies in scope.

What you’ll be doing:

• Helping to shape a new operational scope in line with the supplier operating on Azure Cloud
• Maintaining high performance levels for service-related metrics, and implementing improvement activities wherever necessary and seeing that actions are implemented
• Supporting high level issues connected with incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that procedures, and methodologies are in place to support outstanding service delivery
• Ensuring knowledge maintenance in the respective domain
• Taking accountability for service delivery performance execution, meeting customer expectations, and in collaboration with Project Management driving future demand
• Ensuring that agreed in-scope Services are delivered according to the contract
• Serving as CTO’s SPOC for operational governance, its reporting and operational hygiene related to the delivery of respective services
• Running daily follow ups on Supplier Performance
• Providing accurate and regular reports to the management on performance of the service delivery

You’ll join a diverse dynamic team incorporating the supplier into Nordea IT Strategy. The role is based in Warsaw with mandatory presence in the office (min. 2 working days per week).

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:

• Service Management: Proven Knowledge of ITIL principles and best practices, with ITIL certification (Foundation or higher) preferred
• Experience: minimum 5 years working as a Service Manager or similar role related to Infrastructure support
• Technical Knowledge: In depth understanding of Azure Cloud, including core services and monitoring tools. Additional knowledge of other cloud platforms is a bonus
• Client Relationship Management: Strong interpersonal and communication skills, with the ability to manage stakeholders across various organizational levels
• Problem - Solving: Adept at analyzing complex situations, identifying problems and proposing effective solutions
• Project Management: skills to plan, organize and coordinate resources, timelines and deliverables. Familiarity with Agile
• Continuous Improvement: Service Delivery Managers should have a continuous strive for improvement
• Leadership: Demonstrated ability to lead diverse teams, foster collaboration and drive accountability
• Financial Management (Plus): Knowledge of budgeting, cost optimization and vendor contract management to align service delivery with financial objectives

Your experience and background: 

• Experience in supplier management and third-party-provided services
• Experience working in a diverse, large-scale environment and delivering Cloud services

If this sounds like you, get in touch!

Next steps

Submit your application no later than 15/01/2025. 

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 include permit for processing personal data in CV as following:

In accordance with art. 6 (1) a and b. Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) hereinafter ‘GDPR’. I agree to have: my personal data, education and employment history proceeded for the purposes of current and future recruitment processes in Nordea Bank Abp.

The administrator of your personal data is: Nordea Bank Abp operating in Poland through its Branch, address: Aleja Edwarda Rydza Śmiglego 20, 93-281 Łodź. Your personal data will be processed for the recruitment processes in Nordea Bank Abp. You have a right to access your personal data, right to rectify and right to delete. Disclosing the personal data in the scope specified by the provisions of Polish Labour Code from 26 June 1974 and executive acts are mandatory. Providing personal data is necessary to conduct the recruitment processes. The request for the deletion of your personal data means resignation from further participation in recruitment processes and causes the immediate removal of your application. Detailed information concerning processing of your personal data can be found at: nordea.com/en/doc/nordea-privacy-policy-for-applicants.pdf

We reserve the right to reply only to selected applications.