Service Manager - IT Service Operations (m/f/d)

Lloyds Bank GmbH and its brands Bank of Scotland and Lloyds Bank have won over 1 million satisfied customers in recent years. And this thanks to convincing products and, above all, our committed colleagues who want to achieve the best for our customers every day with new ideas, challenges and joy. In order to continue writing our success story, we are looking for the right reinforcement for our teams, because all our ambitious goals would be unattainable without teamwork. We also welcome career changers.

For our office in Berlin Mitte we are looking for a

Service Manager - IT Service Operations (m/f/d)

Join our team as an IT Service Manager and play a key role in ensuring reliable, secure, and high-performing IT services that keep our business running smoothly. In this role, you’ll oversee critical operations, drive incident resolution, and lead initiatives that enhance service quality and compliance. If you thrive in a dynamic environment, enjoy solving complex problems, and want to make an impact on business continuity and innovation, this position is for you.

• IT Operations Management: Oversee IT services to ensure alignment with business needs and efficient operations.
• Incident & Problem Management: Coordinate resolution of major incidents, minimize business disruption, and perform root cause analysis.
• Risk & Compliance: Conduct business impact analysis, ensure adherence to regulatory requirements (DORA, MARisk), and support governance frameworks.
• Performance & Monitoring: Maintain system stability through monitoring frameworks and track SLAs, risks, and KPIs.
• Vendor Management: Manage multi-supplier environments, ensuring contractual obligations and service quality.
• Stakeholder Communication: Provide clear, transparent updates to enable informed decision-making.
• Knowledge & Continuous Improvement: Promote documentation, knowledge sharing, and initiatives to enhance service quality and efficiency.

• Bachelor’s degree in Computer Science or equivalent, or at least 3 years of relevant professional experience
• Several years’ experience in ITIL disciplines (Incident, Problem, Release and/or Change Management)
• Strong knowledge of ITIL; certification at intermediate level or higher
• Solid understanding of banking IT regulatory requirements (MA Risk, BAIT)
• Ability to prioritize and perform under pressure
• Skilled in analyzing and balancing diverse stakeholder requirements
• Highly self-organized with a pragmatic, solution-driven mindset
• Excellent communication skills and fluency in English (written and spoken)