Service Manager - IT Service Operations (m/w/d)

Lloyds Bank GmbH and its brands Bank of Scotland and Lloyds Bank have won over 1 million satisfied customers in recent years. And this thanks to convincing products and, above all, our committed colleagues who want to achieve the best for our customers every day with new ideas, challenges and joy. In order to continue writing our success story, we are looking for the right encouragement for our teams, because all our ambitious goals would be unattainable without teamwork. We welcome career changers. For our office in Berlin Mitte we are looking for a Service Manager - IT Service Operations (m/f/d) Join our team as an IT Service Manager and play a key role in ensuring reliable, secure, and high-performing IT services that keep our business runningly smooth. In this role, you'll oversee critical, drive incident resolution, and lead initiatives that enhance service quality and compliance. If you thrive in a dynamic environment, enjoy resolution complex problems, and want to make an impact on business continuity and innovation, this position is for you.

IT Operations Management: Oversee IT services to ensure alignment with business needs and efficient operations. Incident & Problem Management: Coordinate resolution of major incidents, minimize business disruption, and perform root cause analysis. Risk & Compliance: Conduct business impact analysis, ensure adherence to regulatory requirements (DORA, MARisk), and support governance frameworks. Performance & Monitoring: Maintain system stability through monitoring frameworks and track SLAs, risks, and KPIs. Vendor Management: Manage multi-supplier environments, ensuring safety and service quality. Stakeholder Communication: Provide clear, transparent updates to enable informed decision-making. Knowledge sharing, and initiatives to enhance service quality and efficiency.

Bachelor's degree in Computer Science or equivalent, or at least 3 years of relevant professional experience Several years' experience in ITIL disciplines (Incident, Problem, Release and/or Change Management) Strong knowledge of ITIL; certification at intermediate level or higher Solid understanding of banking IT regulatory requirements (MA Risk, BAIT) Ability to prioritize and perform under pressure Skilled in balancing various stakeholder requirements Highly self-organized with a pragmatic, solution-driven mindset Excellent communication skills and fluency in English (written and spoken)

An international team with colleagues from more than 50 different countries Social benefits search as a company pension scheme and capital formation contributions 30 days holiday as well as 24 and 31 December as non-working days Employee Assistance Programs – personal 24/7 helpline for all employees Various possibilities for flexible working, i.a. various part-time models, flexitime Extensive, very flexible home office arrangements Possibility to work from other EU countries for up to 30 days per year Additional benefits such as activities sports, free fruit, nuts and drinks Employer contributions to BVG job ticket and a Lease a bike programme An informal corporate culture - without dress code and ‘Sie’. An excellent learning culture and opportunity to improve your professional competencies Easily accessible city centre offices, in the vicinity of many shops and restaurants to which you receive a discount