Romania Job Openings

HypoVereinsbank - UniCredit

Head of Application Support and Service Management

Bucharest

FULL TIME & CONTRACT

November 7, 2024

The successful candidate will lead the Application Support and Service Management unit, reporting to the head of Infrastructure and IT services (IITS) structure. He/She will lead a team of 25, owning clear responsibilities to support the mission of IITS, particularly to ensure the highest quality and resilience of the IT services for the Uni Credit Bank business operations.
Application Support and Service Management acts as the main custodian of the IT services in production, operating to solve users issues promptly, communicate effectively at all levels and prevent incidents with application monitoring. As such, it plays a crucial role to mitigate the operational and reputational risk of the Bank towards customers and regulators.

What you'll be doing

At Uni Credit Bank, we are looking for a passionate IT Manager who will play a crucial role in driving operational excellence and delivering top-tier Application support and Service Management. Key responsibilities of the head of Application Support and Service management include:

Drive Operational Excellence: Lead the Digital & Information objectives by delivering top-tier Application support and Service Management, ensuring consistent alignment with the mission of IITS for the resiliency and high-quality of the IT services for Uni Credit Bank’s business operations;
End-to-End Incident Leadership: Take charge of the full incident lifecycle, from identification to root cause analysis and resolution. Lead multi-team, multi-stakeholder “war rooms” to address complex incidents. Facilitate collaborative problem-solving that results in faster resolution and knowledge sharing across teams. Proactively govern incidents, ensuring swift closure and timely communication to management as well as across all relevant stakeholders to maintain transparency and service excellence. The head of Application Support and Service Management is also responsible for the definition, evolution and implementation of the Uni Credit Incident Management process, in alignment with Group frameworks and guidelines;
Strengthen Resilience through Monitoring: Collaborate with the Digital & Information teams to implement a proactive monitoring strategy that enhances response times, prevents incidents, and increases organizational resilience;
Vendor Governance: Manage relationships with external application vendors, ensuring they are aligned with Uni Credit’s standards for service quality, timeliness, and cost-effectiveness. In cooperation with the Procurement department, maintain timely renewals of maintenance and support contracts to secure uninterrupted service continuity;
Optimize Ticket Management: Strive to keep the 1st and 2nd level application support and user administration ticket backlog within target levels, reducing ticket volume through thorough analysis and process optimization. Identify root causes and implement preventive measures to enhance efficiency and improve the overall service experience for end-users;
Disaster Recovery test: As process owner of the Disaster recovery implementation, coordinate with the team the implementation of Disaster Recovery test plan locally and as SPOC for Uni Credit Group DR exercises, ensuring alignment with business continuity targets for RPO and RTO and ensuring compliancy with regulatory requirements;
Master Communication: Report effectively on incidents and overall service quality, providing clear, concise updates to management and key stakeholders to foster trust and accountability across the organization. Ensure the timely communication across IT and business teams on planned outage and downtimes that ultimately affect customers or internal users;
Ensure Compliance and Security: Proactively address audit findings and security assessments, overseeing the remediation of system vulnerabilities and ensuring compliance with Uni Credit’s internal controls, target KPIs and regulatory standards. Collaborate with Digital, Security and risk teams to establish and implement measures that safeguard systems and maintain operational integrity;
Support Regulatory Fulfillment: Ensure compliance with regulatory orders related to application management, incident reporting, and external/outsourcing contract management. Collaborate closely with internal and external stakeholders such as operations, risk, legal, and compliance functions to provide accurate and timely reports, ensure contract adherence, and maintain transparent records that satisfy regulatory requirements for Uni Credit Bank;
Change management: Lead the local Change Advisory Board for the evaluation and approval of IT changes in the organization. Responsible for the definition, evolution and implementation of the change management process of the Bank, in alignment with the Group IT Solution delivery framework;
Group alignment and governance: Support Group ad-hoc analysis and requests with regards to incidents and tickets management. Oversee the fulfilment of Uni Credit Group SLA according to the Outsourcing agreement with Uni Credit SPA, leveraging Group reporting, recurrent alignments and managerial escalations upon needs. Follow-up on root cause analysis and actions for incidents generated in Group systems to ensure no future reiteration. Consistently monitor and uphold the Uni Credit’s Group standards for production services, incorporating procedural changes into Uni Credit Bank local policies;
Strategic Prioritization and capacity management: Prioritize tasks for the application support and service management teams. Define and oversee team capacity to manage BAU and peaks efficiently. Ensure alignment with the IT portfolio and project management functions concerning budget and resource needs, so that new IT demand is adequately supported in production after the project implementation;
Budget Stewardship: Oversee operational budgeting (opex) and resource allocation for Applications Support & Service Management, optimizing financial planning to drive efficiency without compromising service quality. Trigger orders for maintenance and support contract in collaboration with procurement, cost management and CFO functions. Prepare the material for Bank management bodies (e.g. Cost Committees, Board) for the approval of orders above thresholds, in line with Bank processes;
Foster a Collaborative Culture: Champion a team-oriented environment that encourages collaboration, continuous learning, and alignment with Uni Credit Group’s core values. Actively mentor and develop the team, inspiring each member’s professional growth and contribution.

What you'll need to succeed

Qualifications:

Bachelor degree in computer science, information technology, economics, business administration or related fields;
Minimun 5 years of experience in an IT organization within a service management, support or delivery unit;
Proficiency in main IT processes frameworks. ITIL certification appreciated but not mandatory;
Proven experience as manager or Team leader in an IT unit;
Ability to engage and persuade stakeholders at all level with leadership attitude. Experience leading cross functional teams highly appreciated but not mandatory;
Get-things-done attitude and cross-teams collaboration attitude are a must;
IT Project management skills at intermediate level;
Analytical approach to problem resolution and goals achievement, by identifying perimeter, structural elements, actions and KPI to measure effectiveness.

What you'll get in return

13 salaries;
Meal tickets of 40 RON each;
Private medical insurance package;
Special prices for sports activities subscriptions through 7Card and World Class;
Learning programs throughout the experience with us;
Special discounts for over 100 partners;
Easter and Christmas holiday bonuses – 300 RON;
Free day for your birthday;
Free day for unforeseen situations;
3 days off for your own marriage or your children’s marriage;
5 days off at the birth of your child.

We take data protection, security and compliance with data protection and privacy laws seriously. We invite you to read the entire document regarding the processing of personal data before applying, by accessing the following link: www.unicredit.ro/notificari/GDPR.pdf

About Uni Credit Group

Die Uni Credit ist eine paneuropäische Geschäftsbank mit einem einzigartigen Produkt- und Service-Angebot in Italien, Deutschland sowie Zentral- und Osteuropa. Unser Ziel ist, die Gesellschaft dabei zu unterstützen sich weiterzuentwickeln, indem wir allen Beteiligten das Beste bieten und so ein besseres Morgen für unsere Kund:innen und unsere Mitarbeiter:innen in ganz Europa schaffen. Wir betreuen mehr als 15 Millionen Kund:innen weltweit. Sie sind das Herzstück unserer Arbeit in unseren Märkten. Die Digitalisierung und unser Bekenntnis zu den ESG-Grundsätzen sind wesentliche Voraussetzungen für unsere Dienstleistungen. Sie unterstützen uns dabei, unsere Stakeholder hervorragend zu begleiten und eine nachhaltige Zukunft für unsere Kund:innen, die Gesellschaft und unsere Mitarbeiter:innen zu gestalten. Als Arbeitgeber bieten wir Chancengleichheit. Gemeinsam gestalten wir ein Arbeitsumfeld, das vielfältiges Denken und inklusives Handeln begrüßt. Indem wir allen Stimmen Gehör verschaffen und auf "Gedankenvielfalt" unabhängig von Geschlecht, Alter, ethnischer Herkunft, sexueller Orientierung, körperlicher und geistiger Fähigkeiten oder kulturellem Hintergrund setzen, sorgen wir für nachhaltiges Wachstum und neue Geschäftsmöglichkeiten, einen starken Antrieb für Innovation und Kreativität sowie für eine allgemeine Verbesserung des Arbeitsklimas mit positiven Auswirkungen auf Produktivität, Wohlbefinden und Engagement unserer Mitarbeiter:innen.

Allgemeine Informationen

Job Id

12584

Unternehmen

Uni Credit Bank Romania

Funktionsbereich

Digital & Data

Standort

București

Land

Rumänien

Jobniveau

Professional

Vertragsart

Full-time Contract

Arbeitszeitmodell

Vollzeit

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