Head of IT Service Desk

Nordea Bank Abp SA Oddział w Polsce


5 dni temu


Head of IT Service Desk
We are looking for an experienced Leader for leaders within the IT Service Desk industry, holding at least 3-5 years of experience in positions with remote management, who is eager to lead the IT Service Desk Team through improvement initiatives to support the transformation of Nordea. This is an opportunity for you to build and lead the team to reach internal end user satisfaction and continuously improve the IT Support with high value for Nordea.

Machine learning, robotics, cloud computing. We’re harnessing the power of technology to reinvent the future of banking. A digital revolution is underway – joining us puts you at the heart of it.

Working with skilled, international teams in a fast-paced, agile environment, you’ll play a part in making us truly digital. We all have a role in building the best bank that serves our customers’ changing needs – through innovative solutions, collaboration and partnering with fintechs.
Are you ready to embark on a learning journey where we lead the way and push the limits in transforming the future of banking?
Your future responsibilities

The IT Service Desk is the first level IT support for all people who work in Nordea. Several channels are used to make contact and the preferred is via phone calls. The IT Service Desk receives on average 30000 monthly calls.


The role is based in Warsaw. Travel is expected occasionally. You will report to Head of IT Service & Support. 


What you’ll be doing:

  • Deliver financial performance by executing the operational plan, ensuring a clear line of sight, cascading targets and setting concrete objectives at the right level
  • Take the responsibility for functional performance by developing the operational plan, ensuring products, service and delivery chains that meet customer needs and are compliant with regulations and policies
  • Engage and motivate people within your area of responsibility to reach out for our vision and create the right team to make it happen i.e. manage boundaries, select, assess, coach and develop leaders on their leadership skills
  • Deliver on personal development by living the Nordea values, competencies development, personal contribution and assignments and relevant time application
  • Initiate and implement IT Service Desk improvements to reach service levels set for IT Service Desk

The role is based in Warsaw. The IT Service Desk is part of IT Service & Support where we through improvement initiatives are ensuring the demand and capacity is met and new functionality is taken in to use.


Who you are


Collaboration. Ownership. Passion. Courage. These are the four key values that guide us in being at our best. We imagine that you enjoy learning and are excited about bringing your ideas to the table. You’re dependable, willing to speak up – even when it’s difficult – and committed to empowering others.
Your profile and background:
  • The preferred candidate is passionate about delivering IT Support with a customer mindset
  • Working experience with Gensys, BMC ITSM systems, SharePoint, Teams
  • 3-5 years of experience as leader for leaders
  • ITIL Foundation Certification v3 in Service Management and working experience in the ITIL framework and Service Management 
  • Strong ability to build partnership relations with stakeholders and other teams across the organization, structured and result oriented mindset
  • Excellent written and spoken English and Polish, as well as strong communication skills, both spoken and written
  • Bachelor’s or master’s degree in related field, experience in the financial industry would be an asset

If this sounds like you, get in touch!


More information


In the Digital Hub at nordea.com, you can read more about us and how we are changing.
At Nordea, we recruit from the widest possible pool and hire the best person for the job. Because diversity makes us stronger. And once you are on board, you will find that we offer equal opportunities to everyone.

Please submit your application no later than 18 September 2019.


Great people often know great people – please share if you have a friend who could be a perfect match for this job.


To all recruitment agencies: Please note, we don’t accept unsolicited resumes for any of our positions. All contact regarding agency resumes should be directed to Nordea Talent Acquisition which handles everything related to recruitment.


Please include permit for processing personal data in CV as following:

In accordance with art. 6 (1) a. Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) hereinafter ‘GDPR’. I agree to have my personal data proceeded for the purposes of current and future recruitment processes in Nordea Bank AB S.A. Branch in Poland.


The administrator of your personal data is: Nordea Bank AB S.A. Branch in Poland, Aleja Edwarda Rydza Śmiglego 20, 93-281 Łodź. Your personal data will be processed for the recruitment processes in Nordea Bank AB S.A. Branch in Poland. You have a right to access your personal data, right to rectify and right to delete. Disclosing the personal data in the scope specified by the provisions of Polish Labour Code from 26 June 1974 and executive acts are mandatory. Providing additional personal data is voluntary however necessary to conduct the recruitment processes. The request for the deletion of your personal data means resignation from further participation in recruitment processes and causes the immediate removal of your application. Detailed information concerning processing of your personal data can be found at: http://nordea.pl/odo.pdf


We reserve the right to reply only to selected applications.



Nordea Bank Abp SA Oddział w Polsce

O firmie

Nordea jest największą skandynawską instytucją finansową. Zatrudnia 32 000 osób na całym świecie. Obecna jest w Danii, Norwegii, Szwecji, Finlandii, Polsce, Estonii oraz w wybranych miastach na świecie, gdzie ma swoje biura reprezentacyjne – w Nowym Jorku czy Pekinie.

Nordea Bank Abp SA Oddział w Polsce to dwa piony: IT, zlokalizowany w Trójmieście i Warszawie oraz Centrum Operacyjne z siedzibą w Łodzi. W maju 2019 roku liczba zatrudnionych osób w Polsce przekroczyła 4000, a w samej Łodzi 2300 pracowników, co daje Nordei status jednego z największych łódzkich pracodawców. Cztery biura znajdują się w ścisłym centrum Łodzi: na al. Śmigłego Rydza, dwa biurowce przy al. Piłsudskiego oraz najnowszy - w Red Tower.

Nordea planuje dalszy wzrost zatrudnienia. Wśród poszukiwanych kandydatów są zarówno absolwenci studiów wyższych rozpoczynający swoją ścieżkę kariery, jak i eksperci o ugruntowanej wiedzy finansowej i informatycznej.

Nordea zdobywa serca kandydatów skandynawską kulturą pracy, opartą na zaufaniu, swobodzie działania i nieformalnej atmosferze. Dba o relacje organizując kwartalne wyjścia integracyjne w zespołach oraz dwa razy do roku – Summer oraz Winter party.

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