Change Management Service Centre Lead
Citigroup Inc
Warsaw, M POL, EMEA
3 d. temu


Do you enjoy recruiting talented people from diverse backgrounds and developing them to be the best?

Would you like to combine local team management and leading global initiatives?

Are you willing to partner with multiple teams across diverse functions to optimize IT services?

Are you passionate about technology and have the skills necessary to support one of the largest IT Change Management functions in the world?

We might have a career for you!

Responsibilities :

In this role you will be responsible for the Change Management Service Center function globally and the operational team based in Warsaw.

The range of IT products supported is very diverse from wholesale infrastructure services to consumer banking applications and includes trading and institutional client applications.

  • Ensure quality and timely review / approval of change records in accordance with established policies and standards
  • Work with regional peers to ensure process objectives are met and continuous improvement plan is in place and implemented
  • Act as escalation point for all maters related to the Change Management Service Center
  • Own continuous improvement plan for Change Management Service Centers and ensure cooperation between locations
  • Partner with peer regional teams to ensure OLAs are in place, are being met, and drive the improvement agenda globally for the Service Center
  • Providing ongoing support and direction to staff including hiring, performance management, organization development, employee motivation, communication and training
  • Ensure team capacity is sufficient
  • Provide guidance and training on service management toolsets and policies to the change management user community
  • Change management reporting including standard and ad-hoc reporting, analysis of trends, and management recommendations
  • Improve productivity, identify candidates for standard and same-day changes
  • Participate and contribute to any process and toolset enhancement activities both regionally and globally and contribute to UAT testing and post implementation support when required
  • Working hours are expected to cover EMEA business hours, however as the global lead for all Service Centers, some night and weekend hours will be required, and flexibility required for collaboration with colleagues in ASPAC and NAM / LATAM business hours.
  • Qualifications

  • Previous experience working in IT Change Management
  • 3 years of working experience in IT Service Management / IT Service Assurance
  • 2 years of people management experience
  • Proven ability to interact with sub-ordinates, peers and senior management in a constructive and business-focused way
  • Previous experience of continual process and service improvement / analytical thinking
  • Stakeholder management experience
  • Professional working proficiency in English (spoken and written)
  • ITIL Foundation Certified
  • Strong performance record with history of increased responsibility
  • ITIL Intermediate certification, preferably Service Transition and Operation as an asset
  • Experience of establishing a new ITIL process within an organisation, including successful stakeholder management experience as an asset
  • Project Management certification as an asset
  • Experience in dealing with auditors and regulators as an asset
  • Prior experience in financial services as an asset
  • Exceptional candidates who do not meet the above criteria may be considered for the role provided they have the necessary skills and experience.
  • We offer :

  • Stable employment with benefits package
  • Vast range of challenges and scenarios opening up almost endless opportunities for exposure for any candidate to progress and develop their career within a faced-
  • paced financial services IT organization

  • A company keen to ensure that you are continuously learning, developing, and enhancing your skills.
  • The right ingredients to develop your Service Management skills within a global enterprise.
  • Working with a wide range of technology experts and disciplines across the world.
  • Working with many different people, from many different backgrounds and cultures throughout EMEA and the world.
  • Being part of a company that truly believes its employees are their most valued asset
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