Service Delivery Manager

Service Delivery Manager

  • Job type: Contract, Full-time
  • Vietą Vilnius
  • Application deadline:


Luminor Group

Luminor is a contemporary, new-generation bank and financial services provider in Estonia, Latvia and Lithuania with a local understanding of its home markets and customer needs. Built on the extensive experience of the two leading Nordic banks and a corporate partnership with a global investment firm - Blackstone, Luminor is the third-largest financial services provider in the Baltic region. With its customer base of 1.3 million clients and its team of over 2500 professionals, Luminor aims to become a leading financial services provider for Baltic businesses and entrepreneurial people.

 Join us and become our newest team member making the change and advancing the world of banking!

Make the change as a Service Delivery Manager


We’re looking for a Service Delivery Manager who will join the Luminor IT Service Management (ITSM) unit and will be responsible for ensuring agreed service level delivery from IT to Users and Business. Operating area – Luminor internal and outsourced services providers in all Baltic countries.



  • Maintain Service Catalogue in operational level
  • Maintain SLAs, OLAs, UCs and third party /external contracts
  • Identify IT requirements for SLAs
  • Make process measurements in SLAs, OLAs, UCs and third party /external contracts
  • Organize service review meetings with suppliers
  • Audit and review processes with process managers
  • Collect feedback and communicate with the customer
  • Service level reporting to IT and to business management
  • Act as CSI Manager, manage service improvement plan
  • Participate in preparation and negotiation of SLAs, OLAs, UCs and third party /external contracts
  • Participate in all Processes creation and implementation


Skills and Experience:

  • 3-5 years experience in the IT service management area
  • Be able to show initiative, a high-level of responsibility and take ownership for problem solving
  • Excellent understanding of IT infrastructure principles and ITIL – certificates would be an advantage
  • Good leadership, stakeholder management and communication skills
  • Be a self-driven team player who strives on high ethical standards, integrity and innovation
  • Advanced English: fluent in all spoken and written communication


Why Luminor? What we can offer you:


  • Dynamic and International working environment that is filled with interesting challenges and opportunities as we build and innovate a new bank together
  • Varied opportunities to support your professional and personal development and growth
  • A competitive benefits package in addition to your salary
  • An additional benefits package for employees after 1 year in the company, which includes additional days of vacation
  • A collaborative and supportive team where you can create and implement ideas
  • A salary range for this position at 3000-4450 EUR (Gross*), which is to be determined depending on the level of experience and competencies of the selected candidate