ČSOB IT Service Delivery Coordinator (M/F) | Substitute for MR/RD

The IT Service Delivery Coordinator will manage IT service operations and crisis situations, acting as a key liaison between business and IT teams. Responsibilities include coordinating crisis resolution, managing service outages, prioritizing incidents based on business impact, and overseeing IT processes like Incident, Problem, Service Level, Configuration, or Capacity Management. The role involves creating SLA/OLA conditions, serving as an escalation point for major IT incidents, participating in 24/7 on-call rotation, and regular reporting on incident status and SLA fulfillment.

Must Have

• Knowledge of ITIL processes
• Experience with crisis communication or escalation management
• Ability to communicate clearly and coordinate tasks even in stressful situations
• Analytical thinking, proactive approach, and solution-oriented
• Communicative English (B2 level minimum)

Good to Have

• ITIL certification
• Experience with IT service management or Incident management

Perks & Benefits

• Free premium current account with worldwide travel insurance + discounts on ČSOB Financial Group products
• Employer contribution to supplementary pension savings (DDS)
• Employer contribution to life insurance
• 5 extra days off after 1 year of employment
• 9 days per month of home office for selected positions
• Referral program with financial bonus
• Access to a career coach
• Children's corner available
• MultiSport card
• Extra days off for life events (childbirth, moving, life anniversary)
• On-site dry cleaning service
• Free company fitness center
• Interesting lectures on various topics (banking trends, health, and healthy lifestyle)

What will a workday be like with us?

We are looking for a reinforcement for our team who will play a key role in managing IT service operations and handling crisis situations. If you have experience with IT services, can handle pressure, and want to be a reliable partner for both business and IT teams, we would like to meet you.

Your main tasks will include:

• Coordinate the resolution of crisis situations, including crisis communication towards management, IT teams, bank branches, and exceptionally towards suppliers
• Manage widespread service outages and evaluate their impact on business and IT operations
• In cooperation with the business, determine the priority of incidents based on their impact and importance for the bank's operation
• Propose and oversee certain processes / processes such as Incident Management, Problem Management, Service Level Management, Configuration Management or Capacity Management – according to the assigned agenda
• Create contractual SLA / OLA conditions between IT and business units, as well as between Slovak and foreign entities within the KBC group
• Act as an escalation and coordination point for serious IT incidents – be the SPOC (single point of contact) for both business and IT
• Participate in team on-call rotation (24/7 mode)
• Regularly report the status and progress of incidents, problems, SLA fulfillment, and crisis management

Who are we looking for?

• Knowledge of ITIL processes, certification an advantage
• Experience with crisis communication or escalation management
• Ability to communicate clearly and coordinate task delivery even in stressful situations
• Experience with IT service management or Incident management an advantage
• Analytical thinking, proactive approach, and solution orientation
• English at a communicative level – spoken and written (minimum B2 level)

We appreciate our colleagues

The basic monthly salary ranges from 1,800 € gross. The final salary depends on previous experience, seniority in the sought-after area, and professional knowledge.

At ČSOB, we strive to provide a pleasant working environment for our employees. Come work with us in new modern premises on the Danube embankment, experience a meeting on a spacious terrace or in a meeting room with a view of the "largest river in Slovakia"; enjoy coffee with colleagues in the cafe directly in the building and lunch in our Cantina, or print office supplies on a 3D printer in our innovation studio. Become our colleague, and send us your CV!

In addition, we offer our employees other interesting benefits:

Work benefits:

• Management of our highest current account package with worldwide travel insurance free of charge + discounts on ČSOB Financial Group products
• If you contribute to DDS, we will contribute too!
• As one of the few employers, we will contribute to your life insurance
• Enjoy 5 extra days off after 1 year of employment
• 9 days a month of home office for selected positions
• You can join the "refer a colleague" program and get a financial bonus!
• A career coach will also be available to you in the future, who will help you with the direction of your career with us
• For the youngest members of your family, we have a children's corner available

To support "Work Life Balance" we provide our employees with:

• MultiSport card
• Extra days off for life events (childbirth, moving, life anniversary)
• Possibility to use dry cleaning services directly in the building
• Free company fitness center
• Interesting lectures on various topics (from banking trends, to health and healthy lifestyle)

We will be happy to present other benefits to you at a personal meeting.

If you are interested in this position, click on the "Send CV" button, fill in your personal data and attach your CV.