Leader of Managed Services

Job ID: 21000 
 

Leader of Managed Services

Would you like to take an active part in our journey to build resilient, scalable platforms and Nordea infrastructure operation? We are now looking for a  Leader of Managed Services to work on global and large scale initiatives in Nordea. This is an opportunity for you to join a team of IT Service management specialist who ensure Nordea Technology suppliers delivering Infrastructure services are well managed according to contractual obligation to obtain maximum value from supplier through appropriate collaboration and engagement.

At Nordea, we know our customers’ needs are changing – and we’re deeply committed to meeting them with the financial solutions of tomorrow. We’re creating a resilient, scalable platforms and Nordea infrastructure operation where we’re harnessing the power of technology where you can contribute, So bring your skills, ideas and unique background. With us, you’ll find plenty of opportunities to grow and make your mark on something bigger. 

About this opportunity

Welcome to the Infrastructure Managed Service team. We add value to internal IT organization and business by ensuring Nordea infrastructure supplier deliverables are aligned and integrated with Nordea infrastructure engineering services

 

As Leader for managed Services you’ll play a valuable role in building and maintaining relationships with Nordea infrastructure suppliers who contribute towards building resilient, scalable platforms and Nordea infrastructure operation

 

What you’ll be doing:

• Ensure supplier SLAs and KPIs performance are delivered in accordance with contractual agreement
• Initiate service credit for the service levels where supplier didn’t meet the agreed target level.
• Supporting supplier consultant in onboarding/ offboarding for infrastructure managed services
• Implement Knowledge management together with supplier
• Maintain the Service Catalogue (including change control and management)
• Support activities related to contract management(revision and alignment supported with changes)
• Escalation management, Act as first point of contact for internal stakeholder to handle supplier related service issues
• Risk management, Support supplier and service consumer in having all the supplier / contractual related risk mitigated
• Being responsible for driving continuous improvement of services and processes
• Establishing and Coordinating governance processes within all suppliers under your scope of work
• Working towards IT service management best practice
• Overseeing the planning, forecasting and demand analytics and customer satisfaction management
• Act as a Scrum Master, Track, remove impediments and lead through influence and credibility

 

You’ll join a team of IT service management specialist with specialized competence to manage supplier who deliver infrastructure services to Nordea. We take pride in what we do, prioritize a learning culture and strive to have fun in our daily work.

 

The role is based in Warsaw, Gdynia, Gdańsk

 

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:

• Have good technical background, great analytical and problem solving skills
• Are self-driven, team player, with very good communication and collaboration skills.
• Deliver financial and contractual performance, i.e. making sure supplier service deliverables are in alignment with contractual agreements
• Drive functional performance, i.e. translating operational plans, implementing improvements of processes and systems, ensuring products, services and delivery chains that meet customer needs and are compliant with regulations and policies.
• Ensure control and oversight of the service via an effective day-to-day management of the service and supplier. Provide timely and well- documented feedback to hold suppliers accountable.
• Handle risk issues and ensure compliance with regulatory and governance requirements.
• Implement and optimize processes, products and concepts and facilitate continuous improvements, hence also deliver on simplification.
• Manage boundaries between the unit and relevant parts of the Organisation and proactively cooperate with internal and external stakeholder
• Establish long term internal and external co-operation with parties engaged in Leading Managed Services

 

Your experience and background: 

• Have worked or familiar with IT infrastructure services and operations
• Prior working experience with external supplier at Tactical level
• H