IT Service Manager (w/m/x) for Identity Management

IT Service Manager (w/m/x) for Identity Management

• Service ownership & lifecycle management: Act as the single point of contact for IDM service management; represent the service and ensure support & delivery actions meet business needs and customer satisfaction across its lifecycle.
• Governance & coordination: Collaborate with the Lead Ops to align operational activities with service governance, policies, and strategic objectives.
• Service Level Management: Own servicelevel oversight (SLA/OLA/underpinning contracts), performance monitoring, reporting, and regular reviews; initiate corrective actions where needed.
• Change & release management: Define change and release policies, plan releases, (pre)authorize changes, and review outcomes to safeguard stability.
• Incident & problem management: Oversee incident and problem processes, including escalations and major incident handling; drive rootcause eradication in coordination with Lead Ops.
• Service modelling: Maintain accurate service metadata (service tree, ownership, delegates) and ensure the service is properly listed and governed in RBI's IT Process Framework.
• Continuous improvement & cost transparency: Identify improvements from customer, operational, and financial perspectives; ensure cost transparency and contribute to budgeting/forecasts.
• Partner & vendor management: Coordinate external IT service providers and software vendors to meet contractual and quality standards.
• IT service continuity & controls: Ensure continuity planning, execution of IT controls, and adherence to RBI policies (e.g., GDPR/DORA).

• Proven experience in IT Service Management (ITIL practices) with ownership of production services.
• Strong stakeholder management and communication skills; ability to lead crossfunctional coordination.
• Handson experience with change/release, incident/problem, and SLA governance.
• Understanding security and compliance for IT (e.g., leastprivilege, audit readiness, continuity).
• Advantageous: exposure to Identity & Access Management and vendor management.

What's in it for you:

• Flexible work week: Flexible hours, work-from-home options from Austria, and 30 days/year remote work from any EU country.
• International vibe: 75+ nationalities, English as the company language, and work permit support. Find all infos for international applicants here.
• Tech community: Regular meet-ups, team buildings, hackathons, communities of practice & tech events. Find out more on our tech page.
• Development: Clear career path, online tech courses & trainings.
• Agile way of work: 100+ Product Owner, 70+ SCRUM Master and close collaboration with business in 30+ agile tribes.
• Stay healthy: Subsidized canteen, well-being programs, check-ups, and sport allowances.
• Save money: Discounts, exclusive banking terms, and a heavily subsidized public transport pass.
• Family support: Child allowances, gender-neutral parental leave, bilingual company kindergarten, and holiday childcare.
• Competitive salary: Starting at EUR 65.000 gross p.a. including overtime, with market-compliant overpayment based on experience and qualifications. We are happy to discuss your actual salary in person.

For questions regarding our application process, please feel free to take a look on our website or check out our FAQ.

Your contact: Johannes Stadler

Talent Acquisition Team

Diversity and inclusion are essential components of our vision and mission and are reflected in our values: collaboration, proactivity, learning and responsibility. Our shared mission is to provide a superior customer experience by tackling new issues such as digitalization and changing needs.

Your benefits at one sight:

• We offer public transport benefits for commuters within and outside of Vienna - for instance, we sponsor the Wiener Linien annual ticket.
• Our staff restaurants offers a wide variety of meal options with a strong focus on healthy and organic food, vegetarian and vegan options included. And the prices are heavily subsidized.
• Benefit from numerous subsidies and discounts for cultural events and in the sports sector, e.g. subsidies for concert tickets or fitness centers.
• As an integral component of our company's DNA, we provide internal learning and growth opportunities, allowing for advancement within our organization.
• We offer flexible working hours without a core time requirement, as well as extensive hybrid work options. Additionally, employees are entitled to 30 days per year of remote work from any EU country outside Austria.
• Recognizing the significance of family to our employees, we provide family allowances, gender-neutral parental leave, a bilingual company kindergarten, and childcare during holidays.

Apply now