ITIL Process consultant - Service Level Management, Poland/Sweden

Nordea is a leading Nordic universal bank.

Job ID: 11673 
Would you like to  ensure that all  our external Technology suppliers  are compliant with their  contractual Service Level obligation and the Nordea supplier performance management strategy, then here is the wonderful opportunity.
We are now looking for a Senior IT Analyst who perform role of Service Level Manager in Supplier Performance Management Function. This is an opportunity for you to join a team of IT Service management specialist who ensure our external Technology suppliers provide maximum value to Nordea by delivering stable IT services with agreed performance level and within risk appetite. 
At Nordea, we know our customers’ needs are changing – and we’re deeply committed to meeting these requirements with our solutions. We’re creating an agile environment where we’re harnessing the power of technology – one where you can make an impact. So bring your skills, ideas and unique background. With us, you’ll find plenty of opportunities to grow and make your mark on something bigger. 
Your future responsibilities
Welcome to Supplier Performance Management team. We add value by measuring and improving supplier performance by implementing various reporting solutions and governance around Nordea’s prioritized external suppliers 
What you’ll be doing:
* Working with the external supplier and reporting team to measure the all the contractual SLA
* Conducting periodic review on the contractual SLA and validating the SLA performance reported by our external supplier
* Following-up with external supplier and consolidating the SLA performance report for Nordea internal management reports
* Identifying area of improvement and revisit SLA to verify if it is still relevant across the supplier management lifecycle
* Working with the external supplier and conducting root cause analysis for the SLA that breached
* Maintaining document and report repository related to supplier SLAs that can be provided as an audit evidence (If needed)
* Providing insight information to supplier performance management team on any anomalies related to SLA measurement
* Performing any adhoc activities related to supplier SLA during the supplier management lifecycle
* Providing advisory and consultancy on SLA related initiatives during Supplier management Lifecycle

The role is based in Gdynia - Poland, or in Stockholm - Sweden. In our team we follow hybrid model of working.

Who you are
Collaboration. Ownership. Passion. Courage. These are the values that guide us in being at our best – and that we imagine you to share with us. You’re collaborative, communicative, dependable, willing to speak up – even when it’s difficult – and committed to empowering others.
To succeed in this role, we believe that you:
* Have business and technical background (no coding skills needed)
* Have analytical and requirement specification skills (functional and non-functional)
* Have the ability to work both independently and as a part of a team
* Possess ability to adapt in changing situation
* Are familiar with IT Operations and Software development working model
* Are self-driven and you can prioritize your work
* Strong communication and interpersonal skills

Your experience and background:
* Experience in IT and/or business analysis
* Excellent written and spoken English communication skills
* Familiar with international collaboration and multicultural working environment
* ITIL Knowledge is must (ITIL Expert is preferred)
* Experience and working knowledge in ITSM tools
* Ability to  work with Suppliers, internal and external stakeholders
* Excellent understanding  to details of contract SLA and compliance requirements
* Excellent negotiating and decision making skills based on data/analysis
* Risk management related to contractual SLA
* Reporting knowledge for management team / leadership team (preferred)

What we offer
The team you would join consist of professionals with various competence from Sourcing, Procurement and Supplier management. We are the centralized team to manage the performance of critical suppliers of Nordea. Our team members have background in both Information system and IT operational Process . This open position requires good knowledge of IT operations and service level measurement.
We can offer you support to learn more about supplier management and provide good opportunity to work with few projects that improve the maturity of supplier management.
People really enjoy working in our team, welcome to join us!
Next steps
Please be aware that any applications or CVs coming through email or direct messages will not be accepted or considered.