IT Service Management Officer

Purpose of the Job

Quintet Private Bank is a leading private bank in the wealth management sector. We are committed to our clients and their families, and pride ourselves on our personalised service based on a deep understanding of what clients want to achieve. Compared to others, we are small (<2,000 employees across 50 European and UK locations) with an ambition to stay true to our purpose to be the most trusted fiduciary of family wealth. When you join Quintet you are joining a company that values diversity of background, equal access to opportunities, career development, collaboration and inclusiveness. We want our employees to feel proud of being part of a company that is committed to do the right thing. You will have the opportunity to grow your career while developing personally and professionally through various resources and programmes. 

 We are currently seeking a motivated and experienced IT Service Management Officer with a strong background in ITIL practices to join our team.  
  
The successful candidate will work as part of the ITS Group Function in the IT Operational Service Management Department of Quintet Luxembourg.  
  
The Service Management Officer will be responsible for overseeing the end-to-end delivery of IT services to our clients, ensuring alignment with ITIL best practices. This role will involve managing service requests, incidents, problems, changes, and service level agreements (SLAs) to ensure the highest level of customer satisfaction. The role will ensure that IT services provide the expected business value, meet customer expectations and are aligned to the requirements of the Architecture and Applications teams.  
 

Key Accountabilities

• Ensure the availability and the performance of IT services are aligned with business requirements (SLAs) and are produced at optimum costs.       
• Ensures an efficient prioritization and follow up of all incidents and requests.  
• Owner of IT Incident & Problem management.  
• As owner of the CAB, ensure effective change management process and reporting.  
• Coordinate activities and services requests with other teams and manage duties planning.      
• Ensure the creation of the yearly release and patching calendar in accordance with the various entities of the Group. 
• Manage regular follow-up meetings, including external suppliers meetings, and ensure the respect of service contracts and/or service agreements  
• Responsible for maintaining knowledge levels through continuous identification of required knowledge and skills needed by technical activities (BAU and Projects)      
• Ensure the existence of the correct documentation and procedures for IT Service Management and make sure they are always aligned with the regulatory requirements.  
• Collaborates in the development and implementation of disaster recovery and business continuity procedures within the defined architecture constraints (documentation, exercise preparation and execution) and address the potential findings identified. 
• Implement, champion and maintain ITIL processes (including Incident & Problem Management, Change Management, and Service Level Management) to meet the regulatory requirements.  
   

Knowledge and Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field.  
• ITIL Foundation v3 certification or higher is required.  
• Proven experience in IT Service Management roles, with a deep understanding of ITIL principles and processes. (minimum 5 years of experience)  
• Strong communication, interpersonal, and customer service skills.  
• Ability to manage multiple priorities and work effectively under pressure in a fast-paced environment.  
• Proficiency in IT Service Management tools (e.g., ServiceNow,…).  
• Experience working in a financial institution or other highly regulated sector is an advantage  
• Experience in project management and process improvement methodologies is a plus.  
• Ability to collaborate effectively with cross-functional teams

Attributes and Qualities

• Well organized, self-motivated and proactive   
• High reactivity, flexibility, stress resistance   
• Strong communication skills (incl. listening)   
• Client and services oriented   
• Interacting with business   
• Networking   
• Project management, Agile methodology   
• Innovation mindset   

Technical Skills

• 5 years experience in production environment with at least 3 years in a similar role  
• Strong knowledge of IT infrastructure and Azure Cloud principles  
• Proficient use of MS Office 365 Suite and Reporting tools 

Languages Skills

• Fluent (C1 or higher) in English and French  
• Other languages like German or Dutch are a plus