Define and maintain ITIL processes in line with the operational way of working
Coach operational and technical teams on working with ITIL processes
Define and monitor KPIs to drive continuous process and service improvement
Report on, analyze, and improve processes and services at the content level
Continuously identify and pursue standardization opportunities
Monitor operational dashboards and coordinate required actions with internal and external stakeholders
Ensure all service delivery processes (Incident, Change, and Problem Management) are correctly applied and SLAs are respected; escalate deviations to stakeholders
Ensure all service-related activities are planned and executed; follow up on results and related action plans
Proactively propose service improvements to internal and external stakeholders
Proactively identify and mitigate potential issues before they escalate

Knowledge of ITIL processes and frameworks (Incident, Change, and Problem Management)
Experience in service delivery management or IT operations
Ability to define, monitor, and report on KPIs
Strong stakeholder management and communication skills
Analytical mindset with a focus on continuous improvement and standardization
Experience with process documentation and operational reporting
Experience with service management tools such as ServiceNow, Jira, or Confluence
Familiarity with the payments, banking, or financial services domain
Experience in an issuing or acquiring context
Fluent in English

IT Service Manager – Mid

Key skills