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.

 

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?

 

 

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.

 

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!

 

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.