Technology Service & Incident Manager

Requirements:

• A bachelor's degree or equivalent in a relevant field, such as engineering, finance, business administration, or economics
• 7+ years of experience in a role involving IT service management and outsourcing
• An understanding of the technology function within a multinational corporation
• Concrete experience in incident management and change control
• Experience developing service management, monitoring processes, and conducting impact analysis
• Fluency in English

Nice to have:

• An ITIL, COBIT, and/or CMMI qualification
• Executive and board-level interaction experience
• Solid connections across industry stakeholder groups
• Relevant financial services experience

What you'll be doing:

• Managing technology activities related to changes, including planning, qualifying, impact analysis
• Piloting and controlling technology changes for the NewBank perimeter
• Acting as a primary interface for outsourced service coordination and escalations, including during system outages or disruptions
• Defining and monitoring technology service level agreements (SLAs) and key risk indicators (KRIs)
• Monitoring and reporting on outsourced service performance against defined SLAs, ensuring regulatory compliance and alignment with EBA guidelines (ICT risks, outsourcing)
• Overseeing incident and problem resolution processes, ensuring timely updates, root-cause analysis, and follow-through on corrective actions
• Preparing regular dashboards and reports for senior management, highlighting incident trends, risk indicators, and compliance statuses