Service Operations Lead

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The Senior Contract Manager

The role is responsible for the day-to-day operations, management, and continuous development and improvement of the delivery of the People Service from Infosys. The role ensures that the service delivery and support meet agreed requirements and represents the service across the organization.

You will:

Manage day-to-day People Service operations and serve as a point of contact for stakeholders across the bank
Represent the service across the organization
Work with Domain Relationship Management to understand and translate internal stakeholder requirements into activities aimed at improving service delivery
Serve as the point of escalation for issues/incidents relating to the service
Solicit data, statistics, and reports for analysis to facilitate effective service monitoring and performance
Produce service delivery/performance reports to enable decision making at a senior level
Identify opportunities for service improvements and own their implementation
Ensure the development, maintenance, and accessibility of Service Procedures Manual, Service Continuity Plans, and compliance with security and regulatory requirements

About you:

Experience in service management, project/program management and/or organizational design and process development
Strong understanding of service delivery and customer relationship management
Excellent analytical and problem-solving skills
Ability to manage multiple priorities and work efficiently within strict deadlines
Ability to effectively engage with senior stakeholders across business and development organizations
Experience in data analysis and management reporting, defining metrics and tracking performance
Strong communication and interpersonal skills
Advanced English skills

We offer:

Monthly salary range from 3680 EUR to 5520 EUR gross (based on your competencies relevant for the job).

Additionally, each Danske Bank employee receives employee benefits package which includes:

Growth opportunities: professional & supportive team, e-learnings, numerous development programs; (incl. professional certificates); 100+ professions for internal mobility opportunities.
Health & Well-being: a diverse, inclusive, work & life balance work environment; additional health insurance; mental well-being practices; partial psychologist counselling compensation; silence and sleep zones at the office; game rooms.
Hybrid working conditions: Work from home up to two days a week; home office budget (after the probation period); modern Danske Campus workplace developed with anthropologist for the best employee experience.
Additional days of leave: for rest, health, volunteering, exams in higher education institutions, and other important activities. Moreover, for seniority with Danske Bank.
Monetary compensation package: accidents & critical diseases insurance; financial support in case of unfortunate events, travel insurance; IIIrd Pillar Pension Fund contribution.