Join our team as a Senior IT Service Manager!

Yes, you can! That's our attitude towards our work, ambitions, ideas and relationships. We, at Luminor, believe that anyone has the potential to achieve big things and encourage everyone to achieve them – professionally and personally.

Whoever you are, and whatever your role is, with Luminor you will get a once-in-a-lifetime opportunity to build a local banking champion.

Senior IT Service Manager plays a pivotal role in managing and improving the IT service delivery in our organization. Working within Agile squads, supported by Squad Lead, Senior IT Service Manager ensures that all IT services are delivered efficiently and effectively to an organization's internal stakeholders. This includes being accountable for all operational aspects of IT Services such as incident and problem backlogs, change request quality and compliance, disaster recovery for IT services, risk management and other IT processes. This role requires a deep understanding of IT service management principles, best practices, and tools.

What You Will Do:

• Take the lead in prioritizing all IT service incidents and problem backlogs. Collaborate with cross-functional teams to identify root causes, devise remedial actions, and ensure timely resolution to minimize downtime and impact on business operations
• Provide leadership and direction to the Squad, ensuring optimal productivity and effectiveness
• Oversee the IT change process within managed service area to ensure all changes are properly planned, tested, and implemented
• Identify and assess potential IT service risks. Develop and implement risk mitigation to prevent any disruption in services. Ensure all actions are in alignment with the organization's risk management framework
• Drive continuous improvement efforts in IT service delivery. Implement best practices, tools, and methodologies to improve service quality, efficiency, and customer satisfaction
• Act as the primary point of contact for all IT service-related issues. Communicate effectively with stakeholders to manage expectations and keep them informed about the status of IT services
• Be accountable for delivering services within agreed SLA, OLAs. Monitor, review, report SLA metrics and other Operational KPIs, where required initiate corrective actions
• Facilitate service review meetings with suppliers where SLAs with possible outcomes are discussed (supplier monitoring). Be accountable that SLAs with internal customers are supported by OLAs and/or UCs
• Set the short-term (tactical) targets for IT Operations individuals (resource prioritization). Assess the competence, capacity and process maturity in Squads.
• Operational costs planning and control (including invoice approval)
• Maintain high standards of quality and ensure compliance with all company policies and industry regulations

What We Expect:

• 3+ years of experience in a IT Service Management or similar role background
• Good knowledge of the Bank products, processes and IT systems
• ITIL certification
• Vendor management skills
• Strong IT process management understanding
• Agile mindset
• Proven experience of driving decisions collaboratively, resolving conflicts & ensuring follow through
• Initiative and high-level of responsibility
• Can-do attitude
• Great teamwork and collaboration skills
• Higher education in IT or Technology
• Fluent English is required in spoken and written communication

What We Offer:

• Flexibility. Flexible working hours, remote work and a possibility to work from anywhere in the EU, Iceland, Switzerland and the UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic borders where people value challenging work together with good humour and having fun
• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states as well as Health days in case of your absence due to sickness without a doctor's note...