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

Area of work:

Deutsche Börse Group is a financial services provider covering the full value chain of trading, clearing, settlement and market

data for stocks and derivatives. Our global success is based on our highly integrated and automated IT solutions that form the

core of Deutsche Börse and allow companies and investors accessing global capital markets. More than a thousand of

employees implement IT strategies through technological applications grouped in several key Sections, thereby ensuring the

competitiveness of the entire Group.

Energy section is looking for a dedicated IT Service Manager to be responsible for 24/7 mission critical infrastructure and

platform services served as a core central service in commodities IT area.

We are seeking a highly organized and communicative Service manager to join our team. The ideal candidate will have a strong

blend of organizational skills, effective communication abilities, and a foundational understanding of technical concepts.

Your responsibilities:

• Ensure a smooth delivery of the critical 24/7 architecture and engineering services (IaaS,DBaaS,PaaS,TaaS,MS) in close
• cooperation with multiple engineering teams
• Own your service backlog and prioritization
• Monitor service delivery processes to maintain high quality and compliant service offering
• Establish and maintain lean processes to coordinate escalations to subject matter experts & line managers
• Client communication: Be a first point of contact for new requirements and change requests to your service. Ensure
• clear and timely communication regarding service updates, issues, resolutions
• Create a bridge between all parties in the chain
• Ensure adherence to the agreed processes and procedures
• Plan & maintain your service roadmap
• Maintain transparent operations to ensure the service is delivered in accordance with agreed SLAs
• Facilitate regular service management meetings with your stakeholders and provide regular reporting
• Maintain operational handbook and service catalog in collaboration with the delivery teams
• Seek for continuous process improvement
• Be part of the team. Help organize retrospective/lessons learnt where needed
• Be ready to participate in discussions related to different topics such as security, regulations, audit
• Reporting to external and internal parties

Your profile:

• Technical Knowledge - Basic understanding of technical aspects mandatory
• Understanding of the contracts and operational process documents and their technical implications
• Organizational Skills - Proven ability to manage multiple tasks and priorities efficiently
• Communication Skills - Excellent verbal and written communication skills in English, with the ability to convey technical
• information to non-technical stakeholders
• Strong articulation and stakeholder management
• Problem-Solving - Strong analytical skills and the ability to troubleshoot and resolve issues effectively
• Desire to learn
• Understanding of Agile frameworks (KanBan/Scrum)
• Self-organization and well-structured working methodology
• Team Collaboration - Ability to work collaboratively with cross-functional teams to ensure seamless service delivery

Nice to have:

• Experience in IT Services or Product delivery in regulated environment
• High level understanding of the general concepts of hosting, virtualization, containerization, relational databases and
• CI/CD
• Experience in effective conflict resolution
• Experience with testing (staged deliveries)
• Strong written and verbal German communication skills
• ITIL certification
• Experience with DORA
• Experience with JIRA Service Desk
• Experience with KPI reporting
• Knowledge of trading, settlement and clearing systems