Service Manager

International business requires an international corporate philosophy. Are you open to new ideas and do you value cultural diversity? At Raiffeisen Bank International, we are pleased to have more than 16 million customers in 13 CEE countries. And our journey continues - with exciting new issues for us to tackle such as digitalisation and changing customer needs. Join us on our journey.**Service Manager (f/m/x) - Retail Customer Engagement Tribe**: - As the Retail Customer Engagement Tribe, we have implemented a group-wide platform to help us better understand the needs of our customers and address them more individually. We offer our network banks various services which they can use as a "product as a service" and are centrally hosted in a cloud. Meanwhile, we offer a range of 6 different products, and both the portfolio and our team are constantly growing. - Since we work in an agile setup, we have all the skills we need for an end2end delivery in our teams. Both IT and business colleagues work together in a co-location in a hybrid mode (new way of work) to be able to react to the market as quickly as possible. As service manager, you bridge the gap between agile development and a classic IT service. Thus, you can access the concentrated experience of our community of practice for service management and on top be supported by agile coaches, product owners and other specialists.**What you can expect**: - You are there from the beginning to build up a stable and sustainable service operation. When implementing the necessary processes (e.g. Incident & Problem Management), you ensure that you comply with the bank's existing IT process framework. - As the person responsible for operations, you do not only make sure that our SLAs are fulfilled, but also monitor the quality of the entire operation based on defined KPIs. - You will be supported by a remote team based in one of our delivery centers. Continuous communication, detailed processes and a clear separation of responsibilities are a necessity here. - RCE does not only deliver good services but is also a customer of the infrastructure team. That's why you also coordinate the OLAs and are an important stakeholder for future developments and implementations. You keep an eye on the costs and make sure that we work efficiently. - You are the interface to the agile streams and align and interact on upcoming releases with the release & test management in order not to endanger the quality of operations. However, if something happens to go wrong, you also work hands-on to get everything up and running again. - You support the delivery manager and the POs on cross functional topics such as IT process framework, budget controlling, portfolio day reporting, security, etc. **What you bring to the table**: - Minimum 5 years of experience in IT department, preferable in the financial services industry - Minimum 3 years’ experience in the area of IT-Service-Management; ITIL-Certification preferable - Practical experience in monitoring and support of IT services - Proven experience in agile way of working (Scrum, Kanban) and related collaboration tools (JIRA, Confluence) - T-shaped profile for IT topics; especially in Cloud (AWS, Azure) and Solution Architecture - Basic knowledge of banking products and business processes or strong willingness to deepen this knowledge - High level of communication, presentation, and facilitation skills - Team player, service orientation, high level of commitment and motivation - Analytical, result-oriented, and structured way of working even in hectic times - Fluent knowledge of English; German and/or other CEE languages are a plus **What we offer**: - Great team of international colleagues who share the same goals and are eager to push the digital transformation forward - Innovative and meaningful work that will have a direct impact on the company’s results - Flexible and family friendly work environment for a proper work-life balance e.g. in home-office mode - Social benefits (e.g., job ticket for public transportation, subsidy for sports and culture, yearly extended health checks, pension scheme, and much more) - You’ll earn an appropriate salary starting at EUR 54.500; - p.a. gross excluding overtime with clear willingness to overpay, depending on concrete skills and experiences RBI AG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ethnicity, race or color, national origin, religion, political or other opinion, gender, sexual orientation or disability.