Service Operations Manager, Nordea
Nordea Bank AB / Chefsjobb / Stockholm
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hela Sverige Production Services is a subunit within Group Functions IT and we are looking for a motivated Service Operations Manager. You will be leading the people responsible for doing the daily operations and related production activities in the Common Data Warehouse area.
The position we offer
In this Manager role you are responsible for leading the daily operations staff within Common Data Warehouse Operations areas. The key areas your team manage are incident, problem and change management, deployment to production and production execution. You will lead a team of approximately 20 resources, a mix of Nordea employees in the Nordics and outsourced resources.
In addition to incident, problem and change management the work includes:
• Design and deliver support and service solutions in line with ITIL and/or industry best practice.
• Monitoring the effectiveness of the team against SLA/KPI's, driving through change as needed to deliver continual service improvement.
• Ensure operational procedures and practices are well defined, documented and consistently applied.
• Instil a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues.
• Be capable of identifying and implementing change within the team to ensure it can take on new service offerings.
• Contribute proactively to new service deployments.
• Work closely with the Platform owners.
• Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service.
• Set and cascade business objectives and targets to the team.
• Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support.
• Manage and develop partnerships with third party suppliers and other internal stakeholders.
• Ensure quality, up-to-date documentation exists for all service arrangements.
• Take responsibility for escalations and act as a point of escalation both in and out of business hours as required.
You will be reporting to the Head of Production Services, a subunit in Production Assurance.
The qualifications you need
The successful candidate thrives in a dynamic and fast paced environment with a passion for excellence. You are a natural talent for getting the best out of teams and have a sound understanding of the services we support.
Pre-Requisites:
• Experience from leading people in a multicultural environment.
• Knowledge about Nordea Common Data Warehouse solution.
• Academic degree within relevant area.
• 5 years of experience within the relevant area.
• Fluency in English (any Nordic languages are a bonus).
• Good communication, influencing and customer management skills.
• Experience managing multi-cultural teams with in- and outsourced team members (India and/or Eastern.
• European preferred).
• Unwavering passion for excellent and eye for detail with a strong focus on client satisfaction.
Desired:
• ITIL or equivalent experience
• Six Sigma or LEAN
• PMI or Prince 2 certification.
More information and send application
For more information about the function and the role, please contact Suzanne Björkdahl,
suzanne.bjorkdahl@nordea.comPlease submit your application no later than 2016-08-18.
For union information please contact Lars Oddestad (Finansförbundet) +46 70-235 35 65 or Björn Colliander (Saco) +46 70-354 70 05, please note they can't answer questions specific to this recruitment.
Varaktighet, arbetstid
Tillsvidare
Heltid
Publiceringsdatum2016-08-04ErsättningFast månads- vecko- eller timlön
Så ansöker duSista dag att ansöka är 2016-08-18
FöretagNordea Bank AB
AdressNordea Bank AB
Smålandsgatan 17
10571 STOCKHOLM
KontorsadressSmålandsgatan 17
Stockholm
Övriga kontaktuppgifterTelefonnummer: 0771-224488
Jobbnummer 2978261
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