Lead ITSM Process Expert (ITIL) (all genders)

We are part of Erste Group – the largest banking group in Central and Eastern Europe with more than 2,500 branches and over 45,000 employees. Our more than 2,000 IT experts and enthusiasts are the bank's Digital Muscle. 

With top notch technology, we drive the realization offers the Group’s vision: To provide human banking in digital times, and to build Financial Health for over 16 million customers in the CEE region.
We aim to attract and develop the best talent and aspire to be an IT employer beyond compare.

The Service Management and Controls team provides a central monitoring and reporting solution but also has within responsibility the IT Service Management processes and procedures in order to ensure the reliable and highly available operation of our IT as well as application services.  
You will be part of a team of IT Service Managers where close collaboration is fostered, decisions are made in sync and communication is done to other areas and stakeholders actively. 
We are looking for a Lead in IT Service Management with process expertise in the area of central ITIL that ideally covers knowledge and capabilities overall for Change, Incident, Problem, Configuration, release and Deployment. 
 

What to do:

• Continuous consideration of possible process improvements and support for them (by adhering to the latest frameworks of ITIL)
• Have a data driven approach of the processes and process quality (examine data quality, analyze KPIs) and implement nesessary measures 
• Lead and work closely with other process managers in managing the backlog of improvements and projects to implement and support effective solutions for ITSM
• Set the direction for ongoing maturation of ITSM tool (ServiceNow) to ensure maximum effectiveness with respect to process execution and reporting capabilities
• Ownership of overall ITSM policy and procedures including regularly reviews and adaptations of processes, procedures and other standard work and ensure all revisions are appropriately deployed, to include requisite training of all impacted parties and stakeholders
• Consulting stakeholders and supporting implementation of new projects while adhering to our processes (e.g. Cloud transitioning) 
   

You check these boxes:

• A completed education (HTL, FH, university and/or experience in the bank IT environment)
• You bring a high problem-solving ability, speak the language of the different internal and external stakeholders
• You understand the IT landscape and have experience in IT Service Management and frameworks such as ITIL and COBIT
• You have a solution-oriented mindset and continuously look for opportunities to improve processes and way of working 
• You are familiar with Kanban and dealing with reporting of OKRs
• You understand how to bring people together, communicate goals and bring about decisions
• You have a very good command of English (German language is an advantage)  
   

Why you will like us:

• The opportunity to work in a progressive banking IT area and to develop your own areas of responsibility and to take on responsibility yourself
• Care, collegial working atmosphere characterized by mutual appreciation, team spirit and fun at work
• Possibility to benefit and learn from our international, talented and passionate community at Erste
• Great learning curve through ownership and creative freedom
• Interest groups and clubs: Take part in discussions and get involved in projects. Numerous interest groups invite you to engage with a topic
• Good food: Healthy nutrition and good food are important for our quality of life. With seven restaurants and cafeterias, there’s something to suit every taste on the Erste Campus
• Health Centre – The Erste Campus operates a fully equipped health center that offers all employees a high standard of medical services during working hours.
• New way of work: With our flexible working hours model we want to make your life less complicated. Combing the best of both worlds, remote and company time.
• Employee benefits – Benefit from special conditions for financial services and insurances, supermarkets, clothing stores and many more.
• Employee Referral Program – Become a talent scout for career opportunities in IT. We are rewarding every successful referral for Erste Digital
• Language courses for German & English – Learning a new language unites. We support you with appropriate language courses where you participate together with your colleagues.
• Visa Sponsoring – We support our employees with all the formalities associated with a relocation
• Work-Life-Balance – Home office, paternity leave, sabbatical, sports courses -– we support you in balancing work, family and leisure time
• The minimum wage for this full-time position in accordance with the collective agreement with complete fulfillment of the functional profile is EUR 60.844,-- gross per year. But this is just a formality - we would be happy to talk about your actual salary in person!
• Discover and enjoy the benefits of Erste Group