IT Service Management

FinecoBank è una banca multicanale che offre, in un unico conto, servizi di banking, credit, trading e investimento. E’ leader in Europa nel brokerage e dispone di una delle maggiori reti di consulenti finanziari, con un network capillare di Fineco Center in tutta Italia. FinecoBank è una delle più importanti banche FinTech in Europa, oltre ad essere uno dei più importanti player nel Private Banking in Italia, con un approccio consulenziale altamente tailor-made che include servizi fiduciari, di protezione e trasmissione del patrimonio personale e aziendale, consulenza legale e fiscale e gestione degli eventi di discontinuità.We are looking for an IT Service Manager Expert to support IT service operations in a regulated banking environment. This role is ideal for individuals interested in IT service delivery, incident management, and ITIL best practices. The selected candidate will assist their manager in creating / reviewing policies and processes related to ITSM functions, focusing primarily on identifying areas for improvement across the various phases of IT service delivery from design to implementation, support, and decommissioning.The role will work closely with IT support teams, ensuring compliance with financial sector regulations such as DORA (Digital Operational Resilience Act), EBA Guidelines, PCI-DSS, ISO 27001, and GDPR, while maintaining high service quality and efficiency. The candidate will be part of the ICT & Security Office and will manage IT Service Management processes.Main ResponsibilitiesIncident & Service Request ManagementMonitor, track, and escape IT incidents and service requests using the bank’s ITSM tool (ServiceNow).Ensure all IT incidents are logged, categorized, and resolved within agreed Service Level Agreements (SLAs).Identify recurring issues and collaborate with IT teams to implement problem management solutions.Maintain compliance with banking security, risk management policies, EBA guidelines, and DORA resilience requirements during incident handling.Change & Problem ManagementSupport the Change Management process by reviewing change requests for risk, resilience, and regulatory compliance.Coordinate with IT teams to ensure appropriate approvals are obtained for IT changes impacting critical banking systems.Assist in root cause analysis (RCA) for major incidents and problem management activities.ITSM Tool Administration & ReportingUse ITSM platforms to monitor and manage IT services and ensure compliance with various KPIs.Generate reports on incident trends, SLA performance, resilience testing, and IT service availability.Assist in automating ITSM processes and improving audit, compliance monitoring, and DORA reporting.Regulatory Compliance & Security ConsiderationsEnsure IT service processes align with banking regulations, including :DORA : Compliance with ICT risk management standards, resilience testing, and incident reporting.EBA Guidelines : Compliance with European Banking Authority requirements for IT service resilience and security.PCI-DSS, ISO 27001, GDPR : Ensure compliance in ITSM activities.Support internal and external IT audits by providing documentation and reports on IT service performance.Assist in maintaining CMDB (Configuration Management Database) records for regulatory reporting and compliance audits.Communication & Stakeholder CollaborationCollaborate closely with IT support teams, security teams, and business units to ensure smooth service operations.Provide clear and concise updates on ongoing IT service issues and resolutions.Assist in creating knowledge base articles and training materials for end users.EducationDegree in scientific-technological disciplines or equivalent experience.ITILBasic knowledge of ITIL topics (certification is a plus).Technical SkillsFamiliarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).Basic knowledge of IT infrastructure, security, and banking IT operations.Basic SQL knowledge for data extraction and report creation.Qualifications3 years of experience in IT support, IT operations, or an ITSM role.Regulatory Knowledge : Basic understanding of DORA, EBA Guidelines, PCI-DSS, ISO 27001, and GDPR in relation to IT Service Management.Data Analytics & Problem Solving : Ability to collect, analyze, and interpret data from various sources to identify anomalies, trends, and suggest actions and improvements focused on meeting defined SLA / KPIs.Soft Skills : Excellent written and verbal communication skills to interact with IT teams and business users.Attention to Detail : Ability to follow ITSM processes and maintain accurate documentation for audits.Additional InformationWhat We ValuePassion for ICT and Security : Interest in new technologies and industry trends.Teamwork : Proven ability to work in teams with varying levels of seniority.Proactivity : Ability to identify and solve problems independently.Results-Oriented : Confidence in one’s abilities and determination to achieve goals.Sede di lavoro : Milano (alternanza presenza in sede e smart working)Il Gruppo Fineco è orgoglioso di essere un Equal Opportunity Employer e si impegna a creare un ambiente di lavoro sicuro e inclusivo, fondato sul rispetto reciproco e la valorizzazione di qualsiasi diversità, offrendo pari opportunità di lavoro. 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