Team Lead - IT Service Management (ServiceNow Platform)

For our Organisational Development & Governance division in London we are looking to hire a Team Lead - IT Service Management (ServiceNow Platform).

In an era where digitalisation and modern IT infrastructure is revolutionising banking, we are shaping a technology-driven bank in which you as an IT professional will work closely with our business units. Our technology teams offer you an environment that will present you with exciting challenges – be it through the support and further development of legacy systems or the introduction of modern technologies such as AI, machine learning and highly automated trading applications.

Your role in the team involves starting the next evolutionary stage of IT Service Management at Berenberg. This initiative will offer you ample opportunity to shape our IT Service Management by improving our Incident, Problem and Change Management processes based on a solid CMDB, leveraging the ServiceNow platform to ensure our IT services stay ahead of future demands.

Your work and practical experience in managing Incidents, Problems and Changes will ensure the platform’s continuous improvement to align the whole ITSM processes closer with Berenberg’s goals and agile way of working. As the Head of IT Service Management, you will provide strategic leadership for our ServiceNow platform, enabling all our teams to work together efficiently, transparently, and reliably.

You’ll be leading a team of 5 specialists across the UK and Germany, inspiring them with a hands-on, pragmatic approach and a 'can-do' mentality to solve existing challenges. You will see established standards as a practical toolkit (e.g. ITIL 4), but you will continuously adapt them to create tailored solutions that perfectly fit the dynamic environment of a modern bank.

What you will do:

• Functional and technical ownership for the ongoing development of ServiceNow at Berenberg, including defining development standards and establishment of best practices to ensure optimisation of the system landscape.
• Maintain a stable and high-performing platform through the management of configuration, administration and continuous enhancement of the ServiceNow environment.
• Lead, mentor and develop the team, with a strong focus on fostering collaboration, knowledge sharing and a continuous development culture.
• Work closely with all areas of the bank, advising on the conception and design of robust, cross-functional IT Service Management solutions that reflect Berenberg’s entrepreneurial mindset.
• Act as a key interface between IT and the business by translating business requirements into scalable and technically robust solutions.
• Continuously monitor market and technology developments within the ITSM landscape, identifying, evaluating and implementing innovation opportunities to further advance IT Service Management.

Who are we looking for:

• Extensive experience in the design and development of IT Service Management solutions, with several focused on ServiceNow.
• Deep expertise in ServiceNow workflows as well as relevant modules and processes such as ITSM, CSM and ITOM.
• Ideally, relevant ServiceNow certifications, particularly Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) for ITSM or ITOM; an additional Certified Application Developer (CAD) certification would be advantageous.
• Strong knowledge of established IT Service Management methodologies and best practices (e.g. ITIL), together with hands-on experience in the implementation and continuous improvement of ITSM processes.
• Familiarity with agile ways of working and collaboration tools such as Scrum, Kanban, JIRA and Confluence would be beneficial.
• Strong understanding of current market and technology trends within the IT Service Management environment.
• Management experience or proven leadership skills.

What we offer you:

• Private pension plan - 10% of base salary contribution by Berenberg.
• Private Health Insurance.
• Enhanced parental leave policies.
• Employee Assistance Programme offering counselling sessions related to mental health, financial wellbeing and other topics.

Berenberg is an Equal Opportunities Employer and prides itself on being a modern, dynamic and internationally orientated organisation. We value the rich diversity, skills and abilities and creative potential that people from differing backgrounds and experiences bring to the workplace. Every employee plays a vital role in providing quality service to all our customers and helping to create an inclusive working environment, where everyone can realise their full potential. We’re committed to finding reasonable accommodations for candidates who require adjustments during our recruiting process. Please contact us directly on recruitment@berenberg.com to discuss.