Service Excellence Lead

For our client, an international banking company, we are looking for a Service Excellence Lead.

Location: Kraków (3 days per month)

Form of employment: B2B

Job Description:

Governance Risk and Control is seeking a highly motivated individual to undertake the role of Service Excellence Manager in Enterprise Technology.

Key Accountabilities:

• Increase the likelihood of products being designed and built to operate effectively, driving adherence to operability standards and controls, and promoting a proactive approach to Continual Service Improvement.
• Engage with all relevant stakeholders (CIOs, Service Management Practice Head, Infrastructure Management Head, etc.) to maintain visibility on service availability, operability metrics, risk appetite, incidents, and control effectiveness. Provide robust challenges when risk appetites are threatened and initiate the incident process when risk appetite is breached.

Key Skills Required:

• Act as a conduit between the Technology team and the Service Management Practice, ensuring operability requirements are prioritized throughout the development and operations lifecycle.
• Oversee the effectiveness of controls to ensure compliance with Service Management and Infrastructure Build policies and standards.
• Ensure an effective engagement process is in place that adds value to all target stakeholders.
• Coordinate closely with Service Management Practice Process Leads to ensure their process execution remains fully aligned with the rest of the organization.
• Collaborate across DevOps teams to ensure consistency and continuously improve Service Management Process execution.
• Provide guidance and support to DevOps teams regarding Service Management Processes to balance speed to market with operability, stability, and availability.