Expert Lead Service Delivery Management

Are you willing to ensure 24/7 availability and security of ABN AMRO’s IT services by leading Service Delivery Management teams and fostering cross-functional collaboration between DevOps, Platforms & Technology, and CISO teams? Are you able to drives a positive, proactive culture while maintaining robust IT performance and compliance?

Responsibilities

The key motto you apply is ‘’what it takes’’ combines your content rich strategic vision with your very strong and proven execution power to ensure our bank is always on & always ready. In your domain as Expert leader for Service Delivery Management you have the following main responsibilities:

• Service Delivery Management and Cross-Functional Collaboration: Provide oversight and direction for service operations through Service Delivery Management (SDM) teams, Service Managers, and the Operational Control Center. Continuously monitor and resolve issues affecting end-to-end IT performance and availability on a 24/7 basis. Foster effective collaboration among DevOps, P&T, and CISO departments to ensure continuous system availability, operational readiness, and robust security. Exercise decisive leadership during major incidents or emerging threats to ABN AMRO IT in alignment with the Control Tower step-in provision as defined by the Target Operating Model.
• Process Optimization: Partner with DevOps teams to enhance operational processes, emphasizing agility, usability, effectiveness, and improved outcomes.
• Compliance and Governance: Ensure full compliance with Daisy, OSI, and DORA regulations, providing guidance on legislative matters while advancing Service Delivery Management and Service Management within the Control Tower governance framework.

How you do this

You use a coaching style to manage specialists. You are able to be guided by data, facts, and output. You are outcome oriented and able to exert influence in several ways to achieve the desired result, change or improvement. You are able to motivate and inspire others. You focus on communicating clearly and transparently, which ensures you convey your message without ambiguity. You are open to the opinions of others and turn this to your advantage. You have a broad, general interest in your discipline. You have a full understanding of the specialists and their expertise and are a valuable discussion partner.

You are able to compose and drive a strategy into execution and ensure that the experts are delivering against the committed plan. The roadmap and committed plan is the driver of the success of the team, while balancing the right level of creative journeys to be innovative.

What you do

As an Expert Lead, you know how to bring your vision to life and enable sustainable change. You find the right balance between the organization’s strategy and your expertise. You work at a level that goes beyond your department and are able to use your influence to bring about change. You manage subject-matter experts who have their own area of responsibility. You look after the interests of your department in dealings with internal and external stakeholders. You enable the experts in your team to be the best they can be and to bring out the best in each other. You implement new ways of working that are appropriate for the situation. You guarantee a positive culture. Everyone supports and promotes the associated values. Your team is committed, motivated and capable of achieving objectives.

You excel in execution power, which ensures that strategic plans are not just theoretical but are translated into actionable and measurable outcomes. You drive operational efficiency, ensuring that IT services are consistently available and compliant. You ensure you and your teams are content rich, building and delivering the roadmap into the future. Next to this, the operational results and availability of the IT services for our clients and colleagues are pro-actively managed and secured.

Expected results

• Always on, always ready IT Services for our clients and colleagues. Recognized for the ‘what it takes’ mindset, this role contains 7x24 hours role (in ROTA). Availability and security of our ABN AMRO IT is the top priority.
• Result-oriented: The results are delivered, clear action plans are managed and if deviations arise corrective action is taken (pro-actively) and communicated.
• Strong operational process framework: Operational process framework which is fit for purpose and compliant performance of IT and risk processes.
• Positive culture: Hands-on positive and pro-active work culture in the team ‘what it takes’. Motivated staff who have the right skills to achieve key performance indicators.
• Stakeholder management: Good interdepartmental and other work processes managed, network of relevant stakeholders to facilitate work is maintained.
• Communication: Relevant parties provided with insight and expertise, pro-active communication.

Working environment

The context of Service Integration & Orchestration in I&T

IT Platforms & Technology is responsible for a standardized and future-proof IT landscape that can easily be adapted to the latest technology. P&T provides reliable and ready-to-use IT services, which include the ABN AMRO data center, cloud environments, the network and secure connections, ready-to-use platforms that can be deployed immediately, tools that support the entire software lifecycle, and all necessities for the workplace of ABN AMRO employees.

Within P&T the Service Integration & Orchestration teams serve various governance and operational roles to ensure disruptions or incidents in the IT landscape are adequately resolved, colleagues are supported and the IT is in control. Next to the service guardian role, several DevOps teams deliver value through tools and services. Our SI&O teams and leadership team does ‘what it takes’ to ensure our customers can bank 24/7 and colleagues can work.

Your profile

Knowledge and skills

• Proactive and Challenge-Oriented Mindset: Demonstrates a proactive attitude, readily embracing challenges and driving innovation and continuous improvement within IT service delivery.
• Strong People Management and Team Leadership: Skilled in leading diverse teams and fostering collaboration across various types of teamwork and cultures.
• Expertise in IT Service Delivery: Possesses in-depth knowledge and expertise in IT service delivery management, with a focus on ensuring the availability, reliability, and compliance of IT services. Deep understanding of operational processes and best practices within service delivery.
• Stakeholder Management Excellence: Strong and pro-active in building and maintaining strong relationships with internal and external stakeholders. Skilled at aligning stakeholder expectations through clear communication and effective collaboration.
• Feedback-Oriented Leadership: Culture of open communication by both giving constructive feedback and actively seeking input from team members, peers, and stakeholders to drive improvement.
• Tactical and Operational Execution Expertise: Demonstrates strong tactical and operational execution skills to ensure IT services are available and compliant with regulations and adhere to agreed service levels. Proven ability to address and resolve service delivery issues promptly and effectively.
• Experienced in IT Management Systems: Extensive experience in contributing to IT management systems (ABN AMRO CLMCS) to oversee service performance, compliance, and continuous improvement.
• Skilled in leveraging management systems to support data-driven decision-making and operational transparency.

Required cluster-wide specific soft skills

• Ownership & execution power.
• Client Focus.
• Content driven.
• Motivating others.
• Strong collaboration.

Required profile-specific soft skills

• Coaching.
• Adaptability to change.
• Vision based upon content.
• Translate vision into clear and measurable roadmap.

We are offering

At ABN AMRO, we believe in creating an open and safe environment where you can learn, make mistakes, and celebrate successes. We value the exchange of feedback and are committed to your professional and personal growth. Working within P&T, the key enabler of reliable and future-proof IT platforms and technologies at ABN AMRO, ensures that your work is always interesting and dynamic. When you see an opportunity, seize it and make it your own!

• A gross month salary based on a 40-hour workweek (including holiday allowance and benefit budget).
• A benefit budget of 11% of your salary which you can use to purchase items of your choice in the Benefit Shop (e.g. additional holiday hours).
• 5 Weeks of holiday. In addition to the Public Holidays, May 5th and the Friday after Ascension Day are also a day off for the whole bank.
• The possibility to buy up to 4 additional weeks via using your Benefit Budget.
• 5 Banking for Better days a year which you may use to contribute to social initiatives or personal development.
• €1000,- personal development budget each year. You can save this up to €3000.
• Hybrid working.
• A company card for public transportation. This card allows you to make unlimited use of public transport in the Netherlands (for both business and private purposes), and you can also use different modes of transport (even in a single journey) each with its own allowance (pay per use).
• Excellent pension scheme.