IT Service Manager – Process Optimization

IT Service Manager – Process Optimization

For my client, an IT company, I recruit an IT Service Manager – Process Optimization.

Job Purpose:
The IT Service Manager – Process Optimization is responsible for managing IT services: ensuring their quality, availability, and compliance with standards and regulations, as well as optimizing IT processes to improve operational efficiency, reduce costs, and increase user satisfaction. The role requires a proactive mindset, analytical thinking, and the ability to collaborate across IT and business teams.

Main Responsibilities:
– Ensures that IT services are delivered within agreed terms and conditions with stakeholders, monitoring key performance indicators and resolving any deviation.
– Designs and develops new IT processes (flows, diagrams, process maps) or optimizes existing processes in accordance with the ITIL framework and focusing on automations.
– Collaborates with IT teams and stakeholders from other departments to understand business needs and requirements to align IT processes.
– Defines and maintains complete and updated documentation for IT processes (policies, procedures, work instructions, and process diagrams) and IT service catalogs.
– Manages relationships with IT service providers.
– Collaborates with stakeholders to define, monitor, and report on key performance indicators (KPIs) for IT services, ensuring alignment with business objectives.
– Ensures compliance of IT processes with relevant standards and regulations (e.g., DORA, GDPR, ISO 27001, Regulations from BNR (National Bank of Romania), ASF (Financial Supervisory Authority) requirements and Group standards, etc.).

Education:
– Higher education degree in Computer Science, Engineering, or a relevant field

Experience:
– Experience of at least 3 years in IT service management or IT analyst within the financial-banking industry, including process optimization.

Skills:
– Experience in using IT service management tools (ITSM, Jira).
– Expertise in process optimization methodologies (ITIL, Lean IT, Agile) with the ability to streamline and improve IT processes.
– Results-oriented with a passion for optimizing IT processes to improve efficiency, reduce costs, and deliver exceptional service quality.
– Documentation skills and ability to create clear, concise documentation.
– Knowledge of relevant IT standards and regulations.
– Proactive and results-oriented approach to identifying and implementing IT service improvements.
– Analytical and problem-solving skills.
– Foreign languages: Good knowledge of English (written and spoken).