Service Manager for Cloud Services

Our team is expanding and we are looking for a Service Manager in our Cloud service area. As a Service Manager you will be responsible for validation of all measurements reported by our suppliers and their operational performance output by covering incident management, problem management, change management and other IT service management related processes.

Responsibilities:

•  Work as a Partner with suppliers to deliver mutually agreed goals, ensure that all information supplied by the business is understood and disseminated appropriately
• Work with relevant internal owners to ensure all policies, processes and procedures are followed when delivering the services, acting as coordinator point for change control between the business and supplier
• Provide feedback to SADM and IT Supplier Management on ways to improve service through qualitative data analysis
• Review and measure all performance against agreed metrics and highlight areas for service enhancement to SADM
• Provide reporting on all aspects of service level management and service delivery and analyze results (daily, weekly and monthly) as required, working directly with supplier to understand gaps or failures in reporting
• Resolve issues escalated by the business (satisfaction issues/escalations) using the resources, tools and systems available
• Ensure the complaint and outage tracking tools are used as required, analysis is performed and proactive actions plans defined
• Remain well versed in policies, procedures, standards and documentation associated with these, especially developing ITSM knowledge to the appropriate level

Skills and experience:

•  Good understanding of Cloud computing products and services (preferred AWS & IBM Cloud)
• Experience in vendor management and customer service
• Strong IT process management understanding as well as initiative to learn new things quickly
• At least basic understanding of bank products, processes and IT systems
• Display good analytical thinking and time management skills
• Fluent in English

Why Luminor? What we can offer you:

• Dynamic and international working environment that is filled with interesting challenges and opportunities to innovate, as we build a bank together
• Varied opportunities to support your professional and personal development and growth
• A competitive benefits package in addition to your salary
• An additional benefits package for employees after 1 year in the company, which includes additional days of vacation
• A collaborative and supportive team where you can create and implement ideas

Application deadline is 19th of December

In case of questions please feel free to contact: Hiring Manager Monika Čyvienė via Monika.Cyviene@luminorgroup.com or Talent Acquisition Partner Alissa Saikovski via Alissa.Saikovski@luminorgroup.com