Join our team as a Service Manager!

Our culture is built based on our core belief that we are changing lives through banking – Luminor is here to empower people to make smart financial decisions. Whoever you are, and whatever your role is, with Luminor you will get a once-in-a-lifetime opportunity to literally build a local banking champion.

Service Manager is primarily concerned with the day to day operational performance output of the supplier, covering incident management, problem management, change management and other IT service management process and is generally responsible to validate all measurements reported by supplier.

Responsibilities:

• Work as a Partner with suppliers to deliver mutually agreed goals, ensure that all information supplied by the business is understood and disseminated appropriately
• Work with relevant internal owners to ensure all policies, processes and procedures are followed when delivering the services, acting as coordinator point for change control between the business and supplier
• Provide feedback to SADM and IT Supplier Management on ways to improve service through qualitative data analysis
• Review and measure all performance against agreed metrics and highlight areas for service enhancement to SADM
• Provide reporting on all aspects of service level management and service delivery and analyze results (daily, weekly and monthly) as required, working directly with supplier to understand gaps or failures in reporting
• Resolve issues escalated by the business (satisfaction issues/escalations) using the resources, tools and systems available
• Ensure the complaint and outage tracking tools are used as required, analysis is performed and proactive actions plans defined
• Remain well versed in policies, procedures, standards and documentation associated with these, especially developing ITSM knowledge to the appropriate level

Skills and experience:

• 1+ year experience in vendor management and customer service
  
• Strong IT process management understanding as well as initiative to learn new things quickly
• At least basic understanding of bank products, processes and IT systems
• Display good analytical thinking and time management skills
• Full proficiency in English
• ITIL Certificate will be considered as an advantage
• Bachelor's degree 

Why Luminor? What we can offer you:

• Dynamic and international working environment that is filled with interesting challenges and unique opportunities, as we build a bank together
• Varied opportunities to support your professional and personal development and growth
• A competitive benefits package in addition to your salary
• An additional benefits package for employees after 1 year in the company, which includes additional days of vacation
• Pan-Baltic teams where people value challenging work together with good humor and having fun
• A salary range for this position at 3350-4950 EUR (Gross), which is to be determined depending on the level of experience and competencies of the selected candidate

Application deadline is 11th of February

In case of questions please feel free to contact: Monika.Cyviene@luminorgroup.com (Hiring Manager) or Krista.Tjarve@luminorgroup.com (HR)