IT Service Manager (m/w/d)

“We! For NRW!”

NRW.BANK is the development bank of the state of North Rhine-Westphalia. We support people, companies, and municipalities in NRW with suitable financing – for example, for affordable housing, for SMEs, for start-ups, and for improved public infrastructure. Digitalisation, ecological and social sustainability are particularly important to us.

We are Germany's largest state development bank and one of the safest banks in the world. In the IT team, you will help to further professionalise and make our provider management more efficient.

For our Office and IT Infrastructure department in Düsseldorf we are looking for you as an IT Service Manager (m/f/d).

• You will design IT infrastructure services outsourced to external providers for a hybrid cloud architecture. You understand how IT functions and is interconnected, ensuring stable, SLA-compliant, and efficient operations while meeting all banking supervisory requirements.

• You are responsible for contract management throughout the entire contract lifecycle: from designing, negotiating, and procuring complex IT services to securing market-appropriate conditions, managing claims, and continuously improving contract terms (KPIs, service catalogues, regulations, templates).

• You analyse complex and sometimes unclear pricing models of providers and evaluate the price-performance ratio. As the commercial conscience of the bank, you keep an eye on recurring costs and highlight the total cost of ownership (TCO) to colleagues.

• You manage and monitor services: Are the agreed services being delivered, supervisory requirements met, and costs kept within limits? In case of deviations, you coordinate escalations, initiate improvement actions, and implement contractual consequences consistently to the end.

• You actively manage risks throughout the entire service lifecycle, support internal clients, and ensure that risks are identified and managed early.

• You further develop the strategic sourcing approach and the existing framework, continuously adapting them to new market and regulatory conditions.

• Using your process understanding, you continuously find opportunities for improvement in provider and service management and develop pragmatic, automated workflows to make processes significantly more efficient.

• You coordinate and support colleagues at key interfaces (e.g., IT architecture) without formal personnel responsibility. You present technical and commercial arguments at decision-maker level, convince stakeholders, and successfully assert your positions.

• Successfully completed studies (IT, business IT, business administration) or similar qualification (e.g., training as an IT systems merchant) with several years of professional experience.

• Deep technical knowledge in enterprise IT architecture: You can evaluate architectural concepts, manage providers, and assess project deliverables.

• Practical experience with public cloud (Azure, Microsoft 365) and associated infrastructure and platform services.

• Good knowledge of regulatory requirements in the financial sector (MaRisk, BAIT, DORA) and their implementation in cloud environments.

• Experience with common IT operation process models (e.g., ITIL, DevOps).

• Experience with IT contracts and agreements: negotiation, design, and lifecycle management, including appropriate service transfer points, claims management, and SLA tracking.

• A sharp analytical eye for price-performance ratios: You can see through providers' pricing models and highlight the total cost of ownership (TCO) to internal stakeholders.

• Strong structured thinking: You identify inefficient processes, improve them pragmatically and can design or technically implement small, tool-supported automations.

• You manage internal stakeholders (e.g., IT architects) technically without disciplinary responsibility and are able to argue and assert yourself well.

• Excellent communication and presentation skills to confidently engage at decision-maker and management level.

• A strong commercial mindset to manage IT service providers economically and to achieve demanding negotiation goals.

• Strong conceptual and analytical skills to assess and improve complex IT solutions.

🎯 Varied, challenging tasks with a lot of responsibility

🤝 Dedicated team with extensive experience in provider management

🏠 Flexible working hours – at home or in the office

📚 Professional and personal development

🚆 Subsidised Germany Ticket

🏋️‍♂️ Paid membership in the Urban Sports Club

🧠 Mental health offers via Likeminded

🚲 Jobrad leasing

🌱 Sustainable corporate culture centred on employees

💰 Employer-funded pension scheme

👨‍👩‍👦 High family orientation

🥣 Excellent company restaurant

🏆 Recognised as a Top Company by Kununu 2026

If you are interested in this exciting role, we look forward to your application.

🌍🌈 We welcome applications from people of all backgrounds and look forward to your meaningful application. 🌈🌍