• Location: Vienna
• Working hours: Full-time
• Occupational Area: IT
• Company: Erste Digital

We are part of Erste Group – the largest banking group in Central and Eastern Europe with more than 2,500 branches and over 45,000 employees. Our more than 2,000 IT experts and enthusiasts are the bank's Digital Muscle.

The Service Management and Controls team provides a central monitoring and reporting solution but also has within responsibility the IT Service Management processes and procedures in order to ensure the reliable and highly available operation of our IT as well as application services.

You will be part of a team of IT Service Managers where close collaboration is fostered, decisions are made in sync and communication is done to other areas and stakeholders actively.

We are looking for an expert in IT Service Management with process expertise in the area of central ITIL that ideally covers knowledge and capabilities overall for Change, Incident, Problem, Configuration, Release and Deployment.

What to do:

• Continuous consideration of possible process improvements and support for them (by adhering to the latest frameworks of ITIL)

• Have a data driven approach of the processes and process quality (examine data quality, analyze KPIs) and implement necessary measures
• Lead and work closely with other process managers in managing the backlog of improvements and projects to implement and support effective solutions for ITSM
• Set the direction for ongoing maturation of ITSM tool (ServiceNow) to ensure maximum effectiveness with respect to process execution and reporting capabilities
• Ownership of overall ITSM policy and procedures including regularly reviews and adaptations of processes, procedures and other standard work and ensure all revisions are appropriately deployed, to include requisite training of all impacted parties and stakeholders
• Consulting stakeholders and supporting implementation of new projects while adhering to our processes (e.g. Cloud transitioning)
• Leading frequent internal and external audits around the ITSM Processes
• Work closely with the Process team to ensure we are meeting the agreed targets but also you take care of their development
• You act as a SPOC for ITSM topics with the Group and other Stakeholders from different entities

You check these boxes:

• Continuous consideration of possible process improvements and support for them (by adhering to the latest frameworks of ITIL)

• Have a data driven approach of the processes and process quality (examine data quality, analyze KPIs) and implement necessary measures
• Lead and work closely with other process managers in managing the backlog of improvements and projects to implement and support effective solutions for ITSM
• Set the direction for ongoing maturation of ITSM tool (ServiceNow) to ensure maximum effectiveness with respect to process execution and reporting capabilities
• Ownership of overall ITSM policy and procedures including regularly reviews and adaptations of processes, procedures and other standard work and ensure all revisions are appropriately deployed, to include requisite training of all impacted parties and stakeholders
• Consulting stakeholders and supporting implementation of new projects while adhering to our processes (e.g. Cloud transitioning)
• Leading frequent internal and external audits around the ITSM Processes
• Work closely with the Process team to ensure we are meeting the agreed targets but also you take care of their development
• You act as a SPOC for ITSM topics with the Group and other Stakeholders from different entities

Why you will like us:

• Possibility to benefit and learn from our international, talented and passionate community at Erste
• Interest groups and clubs: Take part in discussions and get involved in projects. Numerous interest groups invite you to engage with a topic
• Health Centre – The Erste Campus operates a fully equipped health center that offers all employees a high standard of medical services during working hours.
• Employee benefits – Benefit from special conditions for financial services and insurances, supermarkets, clothing stores and many more.
• Employee Referral Program – Become a talent scout for career opportunities in IT. We are rewarding every successful referral for Erste Digital
• A competitive and performance-related salary dependent on your professional and personal qualifications is granted - the minimum wage for this position in accordance with the respective collective agreement is EUR 60.844,--gross per year. But this is just a formality, we are more than happy to discuss your actual expectations.

The way we are:

Erste Group considers the diversity of its employees as key to innovation and success. As employer we are proud to offer everyone equal chances, irrespective of age, skin colour, religious belief, gender, sexual orientation or origin.