Incident Manager in IT Service Management

Can you take the end to end responsibility and minimize user impact as well as the impact towards our customers? Do you want to become our Incident Manager who and drive Danske Banks performance to a new level? If you answered yes, then we are looking for you!

You will be part of an IT department called IT Service Management. We are responsible for defining processes to support IT services in Danske Bank. These processes are executed by various functions such as suppliers and development areas. Together with your colleagues you will be driving Service transition and operation. IT Service Management is driven by strong engagement, great skills and good sense of humour.

As the Incident Manager in Danske Bank you will be driving incident management process from the first contact in Service Desk or the moment an error is discovered until it is resolved. You will be in contact with different operational and development organizations and our suppliers. You use your natural authority to get different parties to work together and achieve common goals. Moreover, you have focus on continuous service improvement and you are keen to influence processes in the right direction.

Responsibilities:
• Manage KPI and SLA achievements in Group ITs’ operational and development departments.
• Support Incident execution in operational - and development departments.
• Close cooperation with and being focal point between Service Desks in relation to process and Benchmarking
• Driving Continuous Service Improvement on Incident Management – Service Desk and Incident Support
• Responsible for reporting on KPI’s/SLA’s to Group IT and Executive Management
• Responsible for ensuring Vendors performance in Incident Management

• Extensive experience working with ITIL processes
• Experience in working within IT operations environment
• Bachelor or Master’s degree
• An ITIL foundation certificate (v 3). Other certificates such as Service Operation, Operational Support and Analysis (OSA) will also be considered.
• You have strong verbal and written communication skills in English.

Personal skills:

You are professionally strong and personally extrovert. You achieve good results through an analytical, energetic and result oriented approach, where you strive in a busy environment with high operational quality in focus. As a person you are trustworthy, self-driven, have strong negotiation skills and are used in taking decisions.

• An inspiring environment in a large IT organization.
• A perfect opportunity to join a growing IT team and face the challenge and the opportunity to influence and shape the newly established team in Vilnius.
• Work in an international team which concentrates on innovative business facing solutions.
• An extensive training program to ensure that your skills are maintained and updated on an ongoing basis.
• Highly skilled team and career opportunities.
• Cross business career opportunities in bank.