Job Description

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TietoEVRY creates digital advantage for businesses and society. We are a leading digital services and software company with local presence and global capabilities. Our Nordic values and heritage steer our success. Headquartered in Finland, TietoEVRY employs around 24 000 experts globally. The company serves thousands of enterprise and public sector customers in more than 90 countries. TietoEVRYaEUR(TM)s annual turnover is approximately EUR 3 billion and its shares are listed on the NASDAQ in Helsinki and Stockholm as well as on the Oslo Bars.

TietoEVRY Financial Services Solutions is the number 1 provider within IT, software and platform services for Financial Services in the Nordics. We create digital advantage for millions of customers every day, helping a wide range of Nordic and global companies in the financial services industry to digitalize business processes, secure operational efficiency and growth in an environment of constant regulatory change. Our portfolio provides a comprehensive range of services and processes, based on flexible modules and innovative scalable software platforms, from innovative real-time solutions within payments, cards and credit to running full stack operations and BPO services.

Payment Solutions, a part of TietoEVRY Financial Services, is a trusted partner in real-time transformations for over 280 banks and financial institutions. Our Virtual Account Management (VAM) solution has been chosen by leading global and regional banks as a key component in their cash management proposition, delivering real-time liquidity management capabilities to the most demanding corporate customers. Additionally, TietoEVRY payment solutions include payment processing, instant payments, open banking, card issuing, acquiring and switching, as well as credit.

CSM (Continuous Service Manager) will be responsible for managing the ITSM processes in accordance to ITIL best practices for all customers. He or she should be practitioner in the area, focused on core IT Service Management / ITIL functions including but not limited to areas such as problem management, incident management, change management, configuration management, service level management. Candidates with a Technical background are preferred and have an added advantage in the selection process

CSM ensures that standardized methods and procedures used for efficient and prompt handling of all /incidents in order to minimize the impact of incidents upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization.

The range of activities and tasks to be undertaken by a CSM include:

• The Continuous service manager is responsible for the operative management of the assigned delivery area including Contract, SLA fulfilment, profitability, quality and customer satisfaction of assigned continuous service(s)
• Leading and guiding the support team.
• Prepare the necessary statistics for monthly service review meeting.
• Mobilizing the needed resources for customer deliveries in case of escalation.
• Facilitate and negotiate service improvements by driving Service management best-practice and ITIL process standardization.
• Assists Teams involved in ensuring consistent end-to-end application of the Service Management process across different customers
• Assists in identifying and planning for service Management process improvement
• Responsible for customer patch deliveries (defect deliveries) during SIT/UAT and production phases.
• Define new processes and identify needed functions (KPIs)
• Assessing the current situation to obtain an accurate, unbiased snapshot of where the current services are right now
• Verify that measurements and metrics are in place to ensure that milestones were achieved, process compliance is high, and business objectives and priorities were met by the level of service
• To ensure that the momentum for quality improvement is maintained by assuring that changes become embedded in day to day service management.
• Ensure that internal processes for IM/PM/CM are followed based on Tieto Standard.
• Escalates risks and issues through Customer Support manager to Product Services Management.
• Producing management reports as well as report analysis for all customer.
• Collecting and handling feedback and coordinating agreed improvement actions with Customer Support Manager/Delivery Manager

• 1-2 years of hands on experience as Continuous Service Manager or 3-4 years of experience in a leading position with hands-on experience in managing and co-ordination with customers and team.
• Preferably knowledge of Service Now and Jira
• Banking Domain knowledge Preferred.
• Knowledge of Quality Audits and processes an added Advantage.
• Excellent written and oral English language skills.
• Good Excel skills.
• Good presentation skills.
• ITIL Foundation Certification ,ITIL CSI certification added advantage.
• Experience in working with European/UK team and customers an added advantage.
• Good team player
• Having "Customer firstaEUR attitude
• Keen on developing existing competences as well as learn new ones.