Internal Job TitleLeader of Managed Services

Would you like to support all IT and Business areas in Nordea? We are now looking for a Service Delivery Manager to cooperate with internal and external organization to provide key services for the company.

About this opportunity

 Welcome to the Infrastructure Service Delivery Management team. 

 What you’ll be doing:

• Engaging with consumers of sourced services alongside technology service leads to understand requirements, performance and potential issues and risks
• Acting as escalation point for supplier related service issues
• Establishing and Coordinating governance processes within all suppliers under your management
• Working with service consumers and platform owners to manager SLAs and KPIs
• Working towards service management best practice
• Being responsible for maintaining the Service Catalogue for your specific services (including change control and management)
• Being responsible for driving continuous improvement of services and processes
• Overseeing the planning, forecasting and demand analytics and customer satisfaction management
• Being accountable for the delivery of end-to-end services as well as ensuring services alignment with business requirements
• Seek opportunities for additional value creation from supplier relationships
• Establishing long term internal and external co-operation with parties engaged in Leading Managed Services

 Who you are

 To succeed in this role, we believe that you need to: 

• Understand the interdependencies between IT services and business processes
• Demonstrate experience in good practice IT Service Operations (e.g. Incident, Problem, Change)
• Lead and coordinate operational teams (including external providers) to ensure optimal service delivery
• Understand and apply fundamental knowledge in IT security, risk and compliance processes and controls
• Be ready to develop high-level financial estimates for planning and forecasting
• Are able to think out of the box
• Be ready to take part in discussions on complex topics and lead the solution in a politically correct manner
• Be willing to accept the challenge when everyone else give up
• Have the ability to work on different levels of detail and adjusting it to the circumstances
• Be open to hear different opinions and willing to facilitate complex discussions leading to efficient solutions satisfactory for all stakeholders

 Your experience and background:   

• Measures delivery of service to proactively identify and implement improvements to achieve the quality and enhance user experience
• Experienced in identifying and implementing opportunities to standardise services and processes to improve operational performance
• Experience in working in service delivery management
• Strong stakeholder management skills capable of fostering culture of collaboration with the strategic suppliers
• Strong conflict management, resolution skills and quality control skills
• Strong negotiating skills
• Agile
• Critical thinker and problem-solving skills
• Good time-management skills
• Great communication, interpersonal and networking skills
• Excellent knowledge of industry and market trends and best practices
• Commercially and financially astute
• Experience in managing geographically dispersed stakeholders

Next steps

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