IT Service Manager

1 mese fa

Milano, Lombardia, Italia Fineco Bank A tempo pieno

About Fineco Bank

Fineco Bank is a leading European bank with a 20-year history and a fully digital DNA, adopting a branchless approach since its inception. As a bank with a wide range of products, we have developed a truly one-stop-shop solution that includes trading, investment, and payment services. Our proprietary platform for trading and investment covers all customer needs, from listed and OTC products to investment products such as mutual funds and ETFs. In addition to this, we also offer banking and payment solutions for domestic and international demand.

Job Overview

We are seeking an experienced Senior IT Service Management (ITSM) Professional to lead and manage ITSM processes across our technology department. The ideal candidate will be responsible for overseeing incident management, capacity planning, change management, asset management, and related processes. This role requires a proactive approach to ensure IT processes align with industry best practices and our internal policies, utilizing tools like ServiceNow or similar platforms.

Key Responsibilities:

  • Develop and implement ITSM strategies to enhance efficiency and effectiveness of IT service delivery.
  • Manage and oversee IT service management processes, including incident, change, capacity, and asset management.
  • Ensure IT services are delivered in accordance with agreed service levels and business expectations.
  • Utilize ITSM tools such as ServiceNow to automate and streamline processes.
  • Lead continuous improvement initiatives to refine IT processes and increase departmental efficiencies.
  • Coordinate with various teams to ensure compliance with internal policies and external regulations.
  • Provide guidance and mentorship to junior team members.

Requirements

Qualifications:

  • Proven experience as an ITSM professional with significant senior-level responsibility.
  • Strong background in managing ITSM processes in a technology-driven environment, preferably in the banking or financial services sector.
  • Proficient in ITSM tools like ServiceNow or equivalent.
  • Excellent organizational, leadership, and decision-making skills.
  • Strong analytical abilities and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Bachelor's degree in Information Technology, Computer Science, or related field.

Experience Required:

  • Strong risk-awareness and understanding of risk management frameworks.
  • Solid technical background and good understanding of modern technology stack.
  • Ability to collaborate with high-performing teams and individuals throughout the firm to accomplish common goals.
  • Experience with performance analytics, KPIs, and OKRs.
  • Problem-solving ability to analyze complex information to identify the key issue/action and drive solution.
  • Proven ability to meet deadlines and work in a fast-paced team environment.
  • 5 or more years of technical experience/background in IT Service Management processes (Incident, Change, Problem, Request, and Event) and practices.

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