Digital Service Manager
Location: Kraków
Key Accountabilities:
Work with DevOps enabled cross-functional teams to support best practice incident and problem management, change and release management and monitoring, logging and alerting for both production and non-production environments
Producing DevOps and Service Management metrics and reports
Ensure effective end-to-end service delivery of services through day-to-day interaction with established IT and Product teams:
Building and maintaining great working relationships across all internal and external stakeholders
Identify any necessary changes to the contingency / resilience requirements during the life on a service
Managing the demise of any components or services that are no longer required
Support the cross-functional teams with the transition to live – service acceptance process
Ensure the IT Service is meeting expectations:
Support and promoting a culture of continuous monitoring by recording and publicising a services performance against stated service quality attributes
Take responsibility for responding proactively to deviations from agreed quality standards
Review business satisfaction levels with the Business and Markets
Act as primary co-ordination point for service issues escalated by external support teams
Driving incident resolution – technology or process, across technology teams, stakeholders and management where required
Being accountable for the Service Excellence and Problem Management processes
Support and promote a service culture which actively champions customer needs and lean agile principles whilst balancing against internal controls within digital
Facilitate regular capacity reviews
To include all necessary Capacity Planning SMEs and Business Managers
Ensure all stakeholders understand the need for accurate capacity planning and the costs of resources provided to meet business demand
Ensure cost justification for any increase in capacity requirements
Measure and monitor consumption and variances from plan
Identify and promote opportunities for performance tuning, improving operational integrity or reducing costs
Ensure you contribute to the rates calculations to accurately assess the consumption growth through the next billing year
Support adherence to group standards:
Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with the Group Operational Risk FIM
Ensure that cross functional teams are aware of changes to the control landscape within HDS and that any changes to service architecture and design as a result of changes to the control landscape are incorporated in the project backlog of the relevant service
Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training are in place and training is provided, and optimizing relations with regulators
Requirements:
Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management
Fantastic experience with ALM tooling such as App Dynamics, New Relic, Splunk, and Jira
Previous technical background with the ability to drive conversations around technology stacks
A proven track-record of developing and delivering service improvements
Proven and extensive experience of service management & application production support with knowledge of service recovery, incident and problem management, IT Service Acceptance and Path to Live processes
Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g Confluence, Jira Service Desk, etc.
Experience working in a DevOps environment
Availability to undertake travel both domestic and international as required
A flexible & committed approach, a willingness to work outside of core hours as required to provide Application Support at a global level is essential
Relevant product knowledge including knowledge of Internet Banking propositions or other customer facing applications, services or infrastructure is desirable but not essential
Role relevant qualifications, i.e.ITIL, Service Management qualifications are desirable but not essential
Past working experience in a relevant role, i.e. Service Delivery Manager, Account Manager, Proven experience of Application Support, Change and Release Management, Service Transition, Service Introduction or Service Management is desirable but not essential
Strong communication and interpersonal skills to develop relationships across the business, stakeholders and technical teams
Strong decision maker and proactive self-starter
Excellent negotiation skills
Proven analytical skills & ability to deal with complex & technical data
We offer:
Stable job in professional team
Competitive salary
Consistent scope of responsibilities
Private health care, employees' benefits
An unique challenge to work with comprehensive IT platforms and technologies
Application specific and IT Trainings
