For Rabobank Utrecht, we are looking for a Service Manager:

Rabobank is a cooperative bank with over 8,5 million customers. Through large and small initiatives, the bank aims to make the world a little bit better. They support local enterprises and larger non-profit organisations and thus contribute to the welfare and prosperity of the community.

Your Function:
As a Service Manager you play an integral role in the continuity of the Rabobank customer services e.g. iDEAL, Mobile Banking or Internet Banking. You act as a business partner of the management teams to manage & control E2E customer services in an uniform way. You support the Business in continuity management from a customer perspective.

You ensure that the IT services optimally support the Rabobank’s continuity. In this position, we expect you to conduct consultative discussions at operational, tactical and strategic management level within the Business. You understand the business problems and provide outstanding solutions with data analysis at the forefront. Your excellent communication, collaboration and organisation skills will help to provide an effective service.

The main responsibilities on continuity for the team members are:
• Responsible for the E2E customer services dashboards;
• Responsible for aggregation of the E2E customer services performance for MT CITO (Chief Information and Technology Officer);
• Agree and align SLA on E2E customers services with the Business.
• Perform analysis related to E2E customer services;

The Organisation:
Business Stream Continuity Management concerns the availability of business services for Rabobank customers. These services are built from components that together form a business stream.

Continuity management aims to operate Rabobank services within the business risk appetite (BRA) by controlling implementations and supporting effective daily behaviour and chain alignment in a just culture.

Focus has shifted over the recent years from a component / application perspective to an E2E customer service perspective. This is driven by meeting customer service expectations and to comply to policy & regulations.

MT CITO is accountable for the continuity concerning generic activities. Specific responsibilities are in scope of the respective Business. Main focus is to organize the decision making and follow up in order to ensure the continuity from an integral perspective (CITO). In addition, to ensure that the Business is taking mitigating measures in case of deviations from the BRA.

Main goal is: securing continuity of the day-to-day operations by managing the business streams within the business risk appetite.

Let's meet.
Are you the person we're looking for? Are you ready to join Rabobank as a Service Manager to make a difference to yourself, our customers and to the society? We look forward to receiving your application for this vacancy.

• A Master degree in IT or Business Operation;
• At least 5 years' experience with SLA and service level reporting on banking applications from a IT service management perspective;
• Proven knowledge and experience regarding continuity and risk management;
• Language proficiency Dutch native and English fluent;
• Proven ability to enhance organizational change.

Personal skills:
• Customer focus
• Organising & monitoring
• Analytical
• Problem solving
• Influencing
• Deliver results

- All departments are working hybrid;