Grow with us
Universal Investment is on its way to becoming Europe's leading fund services platform and Super ManCo.
We have provided innovative fund solutions for asset managers and institutional investors since ****.
We operate in fund launch locations across Germany, Luxembourg and Ireland.
From our offices in Frankfurt, Krakow, Luxembourg, Dublin, Paris and Stockholm, we continue to expand internationally.
We are currently looking for entrepreneurial people who want to grow and share in the profits of our success.
About the Role
We are seeking an experienced and strategic Head of Service Management Team to lead our IT Service Management (ITSM) function.
This role oversees Incident Management, Problem Management, Change Management, Service Continuity, and CMDB governance, ensuring operational stability and compliance in a highly regulated financial environment.
The ideal candidate brings both strong ITIL expertise and hands-on experience operating under CSSF and BaFin supervisory requirements.
Key Responsibilities
Lead, mentor, and develop the Service Management Team to drive performance, quality, and continuous improvement.
Define and implement the ITSM strategy aligned with business objectives, regulatory expectations, and industry best practices.
Ensure robust ITSM governance, documentation, and process compliance.
Own and govern the end-to-end Incident Management process to ensure rapid, consistent, and compliant response to service disruptions.
Oversee the classification, prioritization, and assignment of incidents, ensuring adherence to agreed SLAs and regulatory expectations.
Lead and coordinate the response to major incidents, acting as the central point of authority for communication, escalation, and decision-making.
Ensure effective stakeholder communication during incidents, including timely updates to senior management, business units, and—where required—Risk, Compliance, and regulatory-facing functions.
Conduct structured post-incident reviews (PIRs) to identify root causes, contributing factors, and improvement opportunities.
Ensure corrective actions from PIRs are documented, tracked, and implemented across responsible teams.
Collaborate with Problem Management to reduce recurring incidents and improve overall service stability.
Drive continuous maturity of the Incident Management process through automation, improved monitoring, sharper triage, and enhanced data quality.
Ensure Incident Management practices fully support the requirements of CSSF, BaFin, and audit expectations, including traceability, evidence, and clear audit trails.
Maintain and optimised the Major Incident communication framework, ensuring business-critical information delivered promptly and accurately.
Lead root-cause analysis efforts and ensure the implementation of sustainable corrective actions.
Identify systemic issues and implement preventive measures.
Change Management
Own and govern the Change Management process to ensure that all changes to IT systems and services are introduced in a controlled, compliant, and risk-aware manner.
Oversee the full Change Management lifecycle, ensuring thorough risk assessment and compliance.
Chair or support Change Advisory Board (CAB) meetings.
Improve change success rates while safeguarding production stability.
Promote automation, DevOps-aligned practices, and continuous improvement in the change lifecycle where appropriate, while maintaining compliance with the expectations of CSSF and BaFin.
Maintain clear communication with business stakeholders regarding planned outages, maintenance windows, and change-related risks.
Service Continuity
Lead the strategy, governance, and execution of IT Service Continuity Management (ITSCM), ensuring alignment with business continuity policies and regulatory requirements.
Maintain, test, and enhance IT service continuity and disaster recovery plans.
Collaborate with business and IT teams to ensure resilience in line with regulatory expectations (CSSF/BaFin).
Ensure continuity considerations are embedded into Incident, Problem, and Change Management processes.
Work closely with Business Continuity Management (BCM), Risk, and Compliance teams to ensure that IT resilience measures meet expectations.
CMDB & Configuration Management
Own and optimise the CMDB strategy, ensuring data accuracy, quality, and lifecycle management.
Ensure configuration management supports effective incident, problem, and change processes.
Drive improvements in CI relationships and automation where possible.
Regulation & Compliance
Ensure that all ITSM processes meet requirements of CSSF, BaFin, and other relevant regulatory frameworks.
Support audits, regulatory reviews, and internal controls with accurate documentation and evidence.
Promote compliance culture within the IT organization.
Cross-functional Collaboration
Work closely with Infrastructure, Security, Applications, Operations, and Risk/Compliance teams.
Serve as a key contact for service-related matters to senior leadership.
Report operational performance, risks, and improvement initiatives.
Qualifications & Experience
Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
7+ years in IT Service Management roles, including 3+ years in a leadership position.
Strong knowledge and practical application of ITIL practices; ITIL certification preferred.
Experience managing Incident, Problem, Change, CMDB, and Service Continuity processes.
Hands-on experience in financial regulated environments.
Familiarity with ITSM platforms.
Excellent communication, leadership, and stakeholder management skills.
Strong analytical and decision-making capabilities.
What we offer
Opportunities to gain understanding and experience working with multiple teams of fund service professionals.
Hands-on experience in a fast-paced work environment.
Opportunity to attend weekly meetings and occasional networking events.
Dublin, County Dublin, Ireland
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