Beschreibung & Anforderungen in City of Westminster

In an era where digitalisation and modern IT infrastructure is revolutionising banking, we shape a technology-driven bank where you as an IT professional will work closely with our business units. Our technology teams offer an environment that presents 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: We are about to start 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 and you will leverage 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 overhaul the initial implementation of it and align the whole ITSM processes closer with Berenberg's goals and agile way of working. As the Head of IT Service Management, you will be working at the core of our organisation's operational stability, providing strategic leadership for our ServiceNow platform and leading a team of five specialists across the UK and Germany.

Responsibilities

• 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, characterised by an agile and solution‑oriented approach.
• 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.

Qualifications

• Extensive experience in the design and development of IT Service Management solutions, with several of these being 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, particularly Incident, Problem and Change Management.
• 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.

Benefits

• Private pension plan – 10% of base salary contribution by Berenberg.
• Generous 30 day holiday allowance.
• Private Health Insurance.
• Life Insurance scheme.
• Flexible working hours.
• 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 are committed to finding reasonable accommodations for candidates who require adjustments during our recruiting process.