IT Process Manager

IT Process Manager

Summary:

Looking for a challenge with a lot of independency and freedom to organize your work? Not afraid to manage stakeholders and you strive under pressure?

Job Description:

What will you do?

As IT process manager you will play a pivotal role in further developing our ITIL processes with the focus on lean and simplified processes. Your vision on process automation will contribute to reduced lead time of the incidents and changes, adding direct value to you customers. Your ability to manage stakeholders on various levels will consolidate the importance of adherence to your processes by the whole organization.

Within NIBC we have a team of three IT process managers managing our incidents, problems, and change in a T-shaped team. To eliminate the key-man risk, you will be supported, and support, your colleague process managers with managing the ITIL processes in our agile organization.

This multidisciplinary way of operating ensures that you are always up to date on the developments of the other processes and can work together to holistically improve the configuration, incident, problem and change management process.

Important aspects of the processes and your role are:

• Incidents: We manage P1 incidents and learn from incidents that occur and take action to prevent incidents from re-occurring. For this you use your analytical skills to recognize patterns.
• Problems: We pro-actively analyse incidents that occur and do a mapping across incidents to domains and problem areas in order to cluster and improve.
• Change: We actively work towards efficient change handling and recognizing opportunities to standardize changes.
• Configuration Management: We implement a robust configuration management strategy in alignment with organizational goals and industry best practices;
• Auditing and Reporting: Perform regular audits and generate reports on ITIL processes, ensuring transparency and accountability.
• Training and Education: Provide training and support to IT staff on our configuration management process and how to use it.
• Stakeholder management: We constantly strive for improvement of our processes and good relationships with the people involved. For this you use people and process skills.

NIBC as employer

NIBC is an enterprising bank focused on our clients’ most decisive financial moments. We are a midsize bank with a culture that is best described as dynamic and ambitious. We share a forward-thinking, can-do attitude with our clients which we call our THINK YES mentality. Our core values are Professional, Entrepreneurial & Inventive. You will have a direct impact on both the bank and its clients. From our offices in The Hague, Frankfurt, London and Brussels, NIBC serves mid-market businesses and retail clients through a portfolio of client-focused products and services.

What’s in it for you?

NIBC provides an ambitious environment where together we strive to create a fantastic workplace in which you feel safe and challenged to be the best version of yourself. This is in line with Professional, Adaptive, Collaborative and Entrepreneurial, since you are in the lead of setting the PACE of your career at NIBC. In addition you receive a competitive salary, plus:

• Several ways to support your development personally and professionally, ao: personal development budget, to spend at your own discretion, professional budget provided by your manager, to develop yourself in your work and an In-house learning offering;
• NIBC embraces the Hybrid way of Working. This means that we support working from home as well as encourage our colleagues to come to the office. NIBC's guideline is to spend at least half of the working time at the office;
• Travel expenses or NS Business Card 1st class;
• 32 vacation days (which do not have to be registered);
• Excellent pension scheme (26% NIBC contribution);
• A voucher to improve your home office;
• The opportunity to take ownership and show initiative in your role. We are always open to new ideas, and encourage to use your voice;
• The nature of our Grow to Make a Difference program enables you to be in charge of your own development;
• Two staff associations: YoungNIBC and MyLeisure;
• Vitality program, annual company-wide sports & leisure days;
• Monthly internet allowance;
• Laptop and a company phone;
• Excellent facilities at the office (Coffeecorner, Restaurant, Exchange bar);
• Last but not least, a fun workplace in which diversity and inclusion is valued.

What do you bring?

In order to increase the capacity of our process management capability, we are looking for an energetic and flexible process manager incident and problem management. You bring:

• A Bachelor’s or Master’s degree, or comparably relevant working experience within IT;
• You have a 3+ years of relevant working experience within IT technology and relevant ITIL certificates (ITIL v3 Intermediate Service Transition or ITIL4 Specialist: Create, Deliver and Support is a pre);
• You have at least 3 years experience with ITIL Process Management, and a strong working knowledge of, and experience with Incident, Problem, Configuration and Change Management;
• Strong analytical IT-skills: the ability to analyze trends among a vast amount of tickets and suggest improvements to the service;
• Great communication skills with your stakeholders, internal and external;
• High level of initiative and self-motivation, with the ability to work in a team environment;
• Fluent in English (fluency in Dutch is preferred, not a must) - written and verbal.