PpFinecoBank è una banca multicanale che offre, in un unico conto, servizi di banking, credit, trading e investimento. E’ leader in Europa nel brokerage e dispone di una delle maggiori reti di consulenti finanziari, con un network capillare di Fineco Center in tutta Italia. FinecoBank è una delle più importanti banche FinTech in Europa, oltre ad essere uno dei più importanti player nel Private Banking in Italia, con un approccio consulenziale altamente tailor-made che include servizi fiduciari, di protezione e trasmissione del patrimonio personale e aziendale, consulenza legale e fiscale e gestione degli eventi di discontinuità. /ppWe are looking for an IT Service Manager Expert to support IT service operations in a regulated banking environment. This role is ideal for individuals interested in IT service delivery, incident management, and ITIL best practices. The selected candidate will assist their manager in creating / reviewing policies and processes related to ITSM functions, focusing primarily on identifying areas for improvement across the various phases of IT service delivery from design to implementation, support, and decommissioning. /ppThe role will work closely with IT support teams, ensuring compliance with financial sector regulations such as DORA (Digital Operational Resilience Act), EBA Guidelines, PCI-DSS, ISO 27001, and GDPR, while maintaining high service quality and efficiency. The candidate will be part of the ICT Security Office and will manage IT Service Management processes. /ph3Main Responsibilities /h3h3Incident Service Request Management /h3ulliMonitor, track, and escape IT incidents and service requests using the bank’s ITSM tool (ServiceNow). /liliEnsure all IT incidents are logged, categorized, and resolved within agreed Service Level Agreements (SLAs). /liliIdentify recurring issues and collaborate with IT teams to implement problem management solutions. /liliMaintain compliance with banking security, risk management policies, EBA guidelines, and DORA resilience requirements during incident handling. /li /ulh3Change Problem Management /h3ulliSupport the Change Management process by reviewing change requests for risk, resilience, and regulatory compliance. /liliCoordinate with IT teams to ensure appropriate approvals are obtained for IT changes impacting critical banking systems. /liliAssist in root cause analysis (RCA) for major incidents and problem management activities. /li /ulh3ITSM Tool Administration Reporting /h3ulliUse ITSM platforms to monitor and manage IT services and ensure compliance with various KPIs. /liliGenerate reports on incident trends, SLA performance, resilience testing, and IT service availability. /liliAssist in automating ITSM processes and improving audit, compliance monitoring, and DORA reporting. /li /ulh3Regulatory Compliance Security Considerations /h3pEnsure IT service processes align with banking regulations, including : /pulliDORA : Compliance with ICT risk management standards, resilience testing, and incident reporting. /liliEBA Guidelines : Compliance with European Banking Authority requirements for IT service resilience and security. /liliPCI-DSS, ISO 27001, GDPR : Ensure compliance in ITSM activities. /liliSupport internal and external IT audits by providing documentation and reports on IT service performance. /liliAssist in maintaining CMDB (Configuration Management Database) records for regulatory reporting and compliance audits. /li /ulh3Communication Stakeholder Collaboration /h3ulliCollaborate closely with IT support teams, security teams, and business units to ensure smooth service operations. /liliProvide clear and concise updates on ongoing IT service issues and resolutions. /liliAssist in creating knowledge base articles and training materials for end users. /li /ulh3Education /h3pDegree in scientific-technological disciplines or equivalent experience. /ph3ITIL /h3pBasic knowledge of ITIL topics (certification is a plus). /ph3Technical Skills /h3pFamiliarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management). /pulliBasic knowledge of IT infrastructure, security, and banking IT operations. /liliBasic SQL knowledge for data extraction and report creation. /li /ulh3Qualifications /h3ulli3 years of experience in IT support, IT operations, or an ITSM role. /liliRegulatory Knowledge : Basic understanding of DORA, EBA Guidelines, PCI-DSS, ISO 27001, and GDPR in relation to IT Service Management. /liliData Analytics Problem Solving : Ability to collect, analyze, and interpret data from various sources to identify anomalies, trends, and suggest actions and improvements focused on meeting defined SLA / KPIs. /liliSoft Skills : Excellent written and verbal communication skills to interact with IT teams and business users. /liliAttention to Detail : Ability to follow ITSM processes and maintain accurate documentation for audits. /li /ulh3Additional Information /h3h3What We Value /h3ulliPassion for ICT and Security : Interest in new technologies and industry trends. /liliTeamwork : Proven ability to work in teams with varying levels of seniority. /liliProactivity : Ability to identify and solve problems independently. /liliResults-Oriented : Confidence in one’s abilities and determination to achieve goals. /li /ulpSede di lavoro : Milano (alternanza presenza in sede e smart working) /ppIl Gruppo Fineco è orgoglioso di essere un Equal Opportunity Employer e si impegna a creare un ambiente di lavoro sicuro e inclusivo, fondato sul rispetto reciproco e la valorizzazione di qualsiasi diversità, offrendo pari opportunità di lavoro. Fineco “The Place To Be” /p /p #J-18808-Ljbffr