Service Operations Lead

Job Description

The Senior Contract Manager

The role is responsible for the day-to-day operations, management, and continuous development and improvement of the delivery of the People Service from Infosys. The role ensures that the service delivery and support meet agreed requirements and represents the service across the organization.

You will:

• Manage day-to-day People Service operations and serve as a point of contact for stakeholders across the bank
• Represent the service across the organization
• Work with Domain Relationship Management to understand and translate internal stakeholder requirements into activities aimed at improving service delivery
• Serve as the point of escalation for issues/incidents relating to the service
• Solicit data, statistics, and reports for analysis to facilitate effective service monitoring and performance
• Produce service delivery/performance reports to enable decision making at a senior level
• Identify opportunities for service improvements and own their implementation
• Ensure the development, maintenance, and accessibility of Service Procedures Manual, Service Continuity Plans, and compliance with security and regulatory requirements
  
  

About you:

• Experience in service management, project/program management and/or organizational design and process development
• Strong understanding of service delivery and customer relationship management
• Excellent analytical and problem-solving skills
• Ability to manage multiple priorities and work efficiently within strict deadlines
• Ability to effectively engage with senior stakeholders across business and development organizations
• Experience in data analysis and management reporting, defining metrics and tracking performance
• Strong communication and interpersonal skills
• Advanced English skills
  
  

“Uniqueness is powerful - we welcome everyone in Danske Bank.”

We offer:

This position can be located both in Denmark and Lithuania. If the position is located in Lithuania the monthly salary range will be from 3680 EUR to 5520 EUR gross (based on your competencies relevant for the job).

Additionally, each Danske Bank employee receives employee benefits package (benefits are only valid for Lithuania the same as the salary ranges) which includes:

• Growth opportunities: professional & supportive team, e-learnings, numerous development programs; (incl. professional certificates); 100 professions for internal mobility opportunities.
• Health & Well-being: a diverse, inclusive, work & life balance work environment; additional health insurance; mental well-being practices; partial psychologist counselling compensation; silence and sleep zones at the office; game rooms.
• Hybrid working conditions: Work from home up to two days a week; home office budget (after the probation period); modern Danske Campus workplace developed with anthropologist for the best employee experience.
• Additional days of leave: for rest, health, volunteering, exams in higher education institutions, and other important activities. Moreover, for seniority with Danske Bank.
• Monetary compensation package: accidents & critical diseases insurance; financial support in case of unfortunate events, travel insurance; IIIrd Pillar Pension Fund contribution.
  
  

See all the benefits HERE .

Your title in job contract will be IT Service Manager, Senior.

If you're interested in this role and joining my team, feel free to contact me – Paul Wood, VP, Head of Vendor Management, wood@danskebank.dk and I will answer your questions!

#LT

About Us

Danske Bank is a Nordic bank with bridges to the world around us. For 150 years, we have supported people and businesses in releasing their potential. A career with us is an opportunity to join a community of 22,000 colleagues in a culture where we are committed to Teaming Up, Owning It and Being Open. Together, we are on a journey to transform Danske Bank into a better bank. For our customers, our employees and the societies around us.