IT Service & Incident Manager

Our client is one of the largest financial institutions in the market and is looking for an IT Incident & Service Level Manager to help ensure the stability and reliability of IT services impacting thousands of end customers.

This role sits at the crossroads of IT operations, vendors, and senior management. You will play a key role in how IT incidents are handled, how service quality is measured, and how IT services perform in a regulated banking environment.

Your Responsibilities

• IT Incident Management: collect, analyze, and evaluate incidents affecting customer-facing IT services
• IT Service Level Management: gather and analyze performance data of internal and external IT services; define and optimize SLAs and KPIs
• Team coordination: coordinate internal teams and external vendors during incident resolution and post-release stabilization phases
• Communication & reporting: communicate across the organization, within the banking group, and report to management and regulators
• Support continuous improvement of incident handling processes and service quality standards
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Requirements

• Strong communication skills in Czech and English, including presenting to senior management and auditors
• Practical experience with IT Incident Management and Service Level Management
• Ability to prioritize incidents, assess impact, and manage escalations
• Experience coordinating multiple teams and external suppliers
• Independent, responsible mindset with willingness to propose new approaches
• Comfortable working in structured, regulated environments
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What the Project Offers

• Role with direct impact on IT service stability at enterprise scale
• Flexible working hours and hybrid work model
• Broad benefits package (extra days off, sports benefits, cafeteria system, financial products)
• Informal, supportive environment with open communication
• Close collaboration with IT, business teams, and senior stakeholders
• Exposure to regulatory communication and enterprise IT governance