End User Services – It Senior Service Manager, Finland

Are you interested in IT service Management, process optimisation, and improving employee experiences? Danske Bank is seeking a proactive and strategic thinker to join our End User Services (EUS) team as a Local Representative in Finland. This is an exciting opportunity to lead initiatives, drive improvements, and collaborate across teams to enhance IT services for our employees.

About the role
The EUS Onsite team has transitioned into a global setup, focusing on tactical and strategic initiatives rather than operational tasks. In this role, you will play a crucial part in process automation, operational efficiency, and ensuring high-quality service delivery to boost employee satisfaction. You will also lead IT projects, collaborate with diverse stakeholders, and contribute to standardizing and improving processes.

Key responsibilities

• Ensure that End User Services (EUS) in Finland meet business needs by serving as the primary contact for coordinating and leading local business IT initiatives.

• Collaborate with stakeholders to drive improvements, optimise processes and implement enhancements in the EUS field, aligning services with business requirements and ensuring measurable value delivery.

• Responsible for coordinating on-site IT support and hardware replacements with external suppliers in Finland.

• Lead global initiatives to optimise processes, enhance service delivery, and ensure knowledge articles in relevant systems are up to date.

• Analyse and report on incidents at a group level, presenting insights to stakeholders and supporting EUS-related projects.

• Create and share documentation to assist vendor engineers in resolving user incidents and organise training sessions for users on relevant technology topics.

What are we looking for?

To succeed in this role, we are seeking a proactive and results-driven professional with a strong background in IT service management and process optimisation. The ideal candidate will have extensive experience coordinating and leading IT initiatives, with a demonstrated ability to collaborate effectively with stakeholders at various levels.

You should possess strong analytical skills to interpret and report on incident data, as well as the capability to drive improvements in processes and service delivery. Ideal candidate would also have:

• Strong documentation and communication skills are essential

• Experience with tools such as ServiceNow (ITSM and ITIL framework knowledge would be a benefit) and other relevant systems would be highly beneficial.

• A proven track record of successfully managing initiatives across multiple countries and maintaining up-to-date knowledge repositories is highly desirable.

Additionally, we are looking for someone who is innovative, detail-oriented, and committed to enhancing efficiency and user experience across IT operations.

Why join us?
At Danske Bank, we are committed to fostering a collaborative and innovative work environment. Joining the EUDS team means being part of a forward-thinking group that values employee satisfaction, continuous improvement, and operational excellence.