Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
Responsibility for all Service Support and Service Delivery actions taken within IT Service Management process to ensure they meet business needs and IT Requirements. Responsibility for overall user base Customer Satisfaction.
Focus on provision of IT services to the business & other IT users, using ITIL methodology and lifecycle extensively to improve existing and new IT service activities.
Acting as interface with business & its management, IT management, other divisions and central IT teams, outsourcing partners, vendors, suppliers, in ensuring successful services provision.
Enabling and champion an IT service culture, together IT Senior Leadership.
Taking active role in development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives.
Taking ownership in identifying and implementing service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
Maintaining day-to-day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with IT Services.
Defining & tracking of service metrics (KPIs) that identify the success of the IT services, together with Senior Leadership.
Co-ordinating inter-process changes with ITSM process owners.
Ensuring alignment of ITSM solutions to business needs.
Creating and maintaining the IT service catalogue of existing services.
Ensuring that current and future service level requirements from business and targets agreed within underpinning contracts with suppliers are identified, understood and documented in SLR and SLA documents.
Working with IT management to define appropriate OLAs/SLAs in place to support any new services, analyse and review actual service performance against the SLAs and OLAs.
Providing regular reports on service performance and achievement to IT & business management.
Reviewing service scope, SLA, OLA and UIC on regular basis and making sure that identified service improvements are acted upon.
Taking active part in cost management.
Ensuring that support SLAs, OLAs and UIC are strictly adhered to.
Management of archiving and updating operational documentation and procedures for services, applications and processes.
5+ years of experience in IT Service Management role, with experience in Service management for scaled IT ecosystems and ability to demonstrate understanding of the associated processes in a dynamic enterprise environment.
Excellent communication skills in English – listening, verbal and written – including meeting management and facilitation.
Strong sense of ownership of IT services quality, and customer orientation, ability to proactively follow up on customer issues.
Strong ITSM processes orientation.
Ability to understand the global corporate picture. Expertise in retail banking area highly desirable.
IPMA, Prince 2 or PMI certification, ITIL certification. LEAN certification is appreciated but not a pre-requisite.
BA / BS in Computer Science / Information Systems or equivalent experience.
Experience working as an IT Project Manager is strongly preferred.
Production Assurance is a subunit within Group Functions IT at Nordea and at the moment we are moving our application support and maintenance to Poland, therefore we are looking for motivated IT Service Manager to join our Production Services team.