Senior IT Service Management Specialist (rfx1519233)
12 months with option of extension
Luxembourg
Employment type
Contract
Industry
Banking
Area
IT
Location
Luxembourg
Remote from abroad?
No
Home office?
40%
Contract duration
12 months with option of extension
01
Tasks and responsibilities
- Oversee and support the Change Advisory Board (CAB), ensuring effective change assessment, approval, and scheduling
- Collaborate closely with architecture, security, delivery, and development teams to embed service management principles early in the service lifecycle
- Balance speed of delivery with service stability, risk management, and regulatory requirements
- Ensure smooth and controlled transition of new and changed services from design and build into live operations
- Lead service design activities to ensure services are supportable, secure, scalable, and cost-effective
- Define and maintain service models, support structures, service levels, and operational acceptance criteria
- Support service continuity, resilience, and disaster recovery planning
- Support the development and implementation of IT service management strategies to ensure reliability, availability, and performance
- Monitor, analyse, and improve key performance indicators (KPIs)
- Collaborate with cross-functional and cross-border teams to align IT operations with business objectives and regulatory requirements
- Support root cause analysis and implementation of corrective actions
- Continuously optimise operational processes to improve efficiency and reduce service disruptions
- Promote a culture of continuous improvement, innovation, and operational excellence
- Support second-level (2nd level) application support strategies, including incident resolution and troubleshooting
- Ensure consistent application of incident, problem, request, and change management processes
- Promote ITIL best practices across support teams
- Ensure proper documentation in a central ITSM system
- Act as a senior escalation point for major and critical incidents
- Support coordination, communication, and resolution during high-impact incidents
- Perform trend analysis and produce incident/problem reports
02
Must-have criteria
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field
- Extensive experience (typically 15+ years) in IT Service Management roles, ideally within banking or financial services
- Strong practical knowledge of ITIL frameworks, particularly Service Design, Service Transition, Incident, Problem, Change, and IT Operations
- Experience with ITSM platforms such as ServiceNow or equivalent
- Strong risk, change, and service continuity management capabilities
- Customer-centric mindset combined with strong operational discipline
- Proven ability to drive continuous improvement using data and metrics
- Experience working with outsourced services and multi-vendor environments
- Excellent analytical and problem-solving skills
- Strong communication and interpersonal skills
- Ability to work effectively in a dynamic, multicultural, and international environment
- Strong stakeholder management and coordination skills
03
Nice-to-have criteria
- German and/or French language skills
- Experience in highly regulated environments
- Cross-border / international service management experience
04
Contract duration
- 12 months with option of extension
05
Language requirements
- Fluent English
06
Application form