Senior IT Service Management Specialist

About the role

We are seeking a Senior IT Service Management Specialist to join a leading Swiss private banking institution. The role focuses on designing, transitioning, and operating IT services within a highly regulated, client‑centric environment, working closely with 2nd and 3rd level support teams across Europe, Asia, the Middle East and the Americas.

Key responsibilities

• Ensure service reliability, availability and performance by monitoring KPIs and driving continuous improvement.
• Lead service design, transition and change activities, define SLAs and operational acceptance criteria.
• Oversee second‑level application support and coordinate escalations with third‑level teams.
• Act as escalation point for major incidents, manage incident and problem resolution, and lead root‑cause analysis.
• Maintain accurate documentation, knowledge bases and ensure proper use of ITSM tools.

Required profile

• 5+ years of IT Service Management experience, preferably in banking or financial services.
• Strong knowledge of the ITIL framework (Service Design, Transition, Incident, Problem, Change Management).
• Experience working in multi‑vendor and outsourced environments within regulated sectors.
• Excellent analytical, communication and stakeholder management skills.
• Fluent English, both spoken and written.

Required skills

• ITIL methodology
• ServiceNow or equivalent ITSM tool
• Incident and problem management, including root‑cause analysis
• KPI and SLA definition and monitoring
• Change, risk and service continuity management
• Compliance and resilience in regulated environments

What we offer

• Hybrid work model based in Kirchberg, Luxembourg.
• Full‑time permanent contract through Hays.
• Competitive salary commensurate with experience.