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Would you like to support all IT and Business areas in Nordea? We are now looking for a Service Delivery Manager to cooperate with internal and external organization to provide key services for the company.

In Nordea, we’re harnessing the power of technology to reinvent the future of banking. A tech revolution is underway – and you can make an impact. Though we’re a Nordic bank, we’re also a large IT employer in Tricity and Warsaw. Working with international teams in an inspiring working environment, you’ll have lots of opportunities to expand your skills and advance your career.  

About this opportunity

Welcome to the Infrastructure Service Delivery Management team. We add value by ensuring external IT deliveries to business and IT organizations. As Service Delivery Manager, you’ll play a valuable role in building and maintaining relationships with vendors and key suppliers.

What you’ll be doing:

• Engaging with consumers of sourced services alongside technology service leads to understand requirements, performance and potential issues and risks
• Acting as escalation point for supplier related service issues
• Establishing and Coordinating governance processes within all suppliers under your management
• Working with service consumers and platform owners to manager SLAs and KPIs
• Working towards service management best practice
• Being responsible for maintaining the Service Catalogue for your specific services (including change control and management)
• Being responsible for driving continuous improvement of services and processes
• Overseeing the planning, forecasting and demand analytics and customer satisfaction management
• Being accountable for the delivery of end-to-end services as well as ensuring services alignment with business requirements
• Seek opportunities for additional value creation from supplier relationships
• Establishing long term internal and external co-operation with parties engaged in Leading Managed Services

 You’ll join a team that will support and be supported by wide Nordea organization. The role is based in Poland.

Who you are

Collaboration. Ownership. Passion. Courage. These are the values that guide us in being at our best – and that we imagine you share with us.  

To succeed in this role, we believe that you need to:

• Understand the interdependencies between IT services and business processes
• Demonstrate experience in good practice IT Service Operations (e.g. Incident, Problem, Change)
• Lead and coordinate operational teams (including external providers) to ensure optimal service delivery
• Understand and apply fundamental knowledge in IT security, risk and compliance processes and controls
• Be ready to develop high-level financial estimates for planning and forecasting
• Are able to think out of the box
• Be ready to take part in discussions on complex topics and lead the solution in a politically correct manner
• Be willing to accept the challenge when everyone else give up
• Have the ability to work on different levels of detail and adjusting it to the circumstances
• Be open to hear different opinions and willing to facilitate complex discussions leading to efficient solutions satisfactory for all stakeholders

Your experience and background: 

• Measures delivery of service to proactively identify and implement improvements to achieve the quality and enhance user experience
• Experienced in identifying and implementing opportunities to standardise services and processes to improve operational performance
• Experience in working in service delivery management
• Strong stakeholder management skills capable of fostering culture of collaboration with the strategic suppliers
• Strong conflict management, resolution skills and quality control skills
• Strong negotiating skills
• Agile
• Critical thinker and problem-solving skills
• Good time-management skills
• Great communication, interpersonal and networking skills
• Excellent knowledge of industry and market trends and best practices
• Commercially and financially astute
• Experience in managing geographically dispersed stakeholders

If this sounds like you, get in touch!

Next steps

Submit your application no later than 31/12/2021.

At Nordea, we know that an inclusive workplace is a sustainable workplace. We deeply believe that our diverse backgrounds, experiences, characteristics and traits make us better at serving customers and communities. So please come as you are.

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

In accordance with art. 6 (1) a and b. 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, education and employment history proceeded for the purposes of current and future recruitment processes in Nordea Bank Abp.

The administrator of your personal data is: Nordea Bank Abp operating in Poland through its Branch, address: Aleja Edwarda Rydza Śmiglego 20, 93-281 Łodź. Your personal data will be processed for the recruitment processes in Nordea Bank Abp. 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 personal data is 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: https://www.nordea.com/en/doc/privacy-policy.2021.pdf

We reserve the right to reply only to selected applications.