State Street

Job Description

For the Global Technology Operations  department in our company State Street Bank International GmbH in Frankfurt (Solmsstrasse) or Munich we are looking for a Service Delivery / IT Country Manager (m/f) – Job ID R-588319.

Major Responsibilities

  • Supporting and coordinating of Audits and RFIs for IT
  • IT Country Manager (CRM) will primarily be the first point of contact for all services and requests coming from all businesses
  • IT CRMs are engaged when incidents reach the 2nd point of escalation and assist during incident escalations and help navigating between IT support towers as well as assisting fixing incidents when appropriate
  • Creating Global Demand request for newly approved Tech Plan projects and ensure that the Global Demand process model is followed; understand current and planned business processes, their criticality and requirements for ETS Services and continually raise awareness
  • Helping drive business strategies and outcomes as well as  maintain relationships with business contact point
  • Gathering business customer requirements for annual budget planning
  • Anticipating and recommending established policies, procedures, products, or solutions to improve service
  • Communicating corporate changes
  • Act as First Line Of Defense for Audit and Risk Oversight, Governance and Controls

Education, Experience and Skills

  • Successfully completed Bachelor or Master degree with focus on IT or similar educational background
  • Approximately 10 years of experience in a similar role
  • Experience with management of a 3rd party support service operation
  • The role also includes project work so good logical organizational skills are a must
  • Experience with Project/Program Management
  • ITIL experience and Lean A3 concepts are a plus
  • Fluency in German and English
  • Needs to be motivated and a good communicator with proven relationship building skills
  • Ability to work in a fast paced environment whilst delivering the expected quality of work
  • Ability to interact successfully with all levels of the customer organization
  • Verbal and written communication and presentation skills
  • Manage conflict and negotiate effectively
  • Customer relationship skills


Job Opening ID