Deutsche Bank is Germany’s largest bank, the strongest and most stable economy in Europe. It operates in 59 countries and has a customer base in no less than 150 countries. Overall, the bank has 21 million customers through its three main activities: Corporate Bank, Investment Bank and Private Bank.

In Belgium, Deutsche Bank is active in Corporate and Investment Banking and is particularly recognized as a major player in the Personal Banking, Private Banking and Wealth Management market. In these areas, our mission is to understand the unique needs of our individual clients, to best protect and develop their wealth according to their personal objectives and to translate the global expertise of Deutsche Bank Group’s markets into pro-active and relevant advice.

The Client Services Manager will join the CTO EMEA team whose mission is to further increase the stability, efficiency, control and security of our IT-production and application operations services which we deliver to our clients located in 32 countries across Europe, Middle East & Africa.

The Client Services Manager will entail interacting with business and operations representatives across all areas, working closely with IT delivery teams and other vendor teams to deliver a stable IT-infrastructure platform supporting the Bank’s core business lines. He/she will work closely with the business and operations to ensure high quality and stable business service is maintained.

Your key accountabilities:

• You lead the IT Production Belgian teams (3 internals, 2 externals and service contracts) including: service management, end user support, infrastructure coordination, applications support and transition teams.
• You act as the single point of ownership and escalation for the Business for all Production matters, facing off to the wider CTO areas delivering services into Belgium.
• You manage client Communication & Relationship Management (incl. Financial Performance Tracking & Reporting); liaise closely with the business sponsors to communicate incidents, system status, and ensure effective escalation processes.
• You act as Manager on duty during IT production incidents to manage escalation towards business.
• You are responsible for leading audit assessments and managing issue closure.
• You have the Cost Category Ownership of the Budget within each of the Business lines.
• You ensure alignment with all CTO functional areas; monitor and proactively manage the vendor support teams working with Production.
• You own the delivery process into the local Branch and ensure that all project controls are tracked (SLA, audit preparation, compliance to regulatory requirements, quality standards).
• You own HR relationship for local CTO organization.
• You regularly communicate the strategic direction of the CTO organization to the business and IT senior management.
• You review and implement process improvements together with the global and EMEA functional teams, aligning to the ITIL framework and leveraging CTO best practices.

• You have a degree level qualification, preferably in a Technology discipline.
• You can demonstrate a substantial experience as an Infrastructure / Production Services Manager preferably within the Investment/Retail Banking or Financial Services domain.
• You have experience:
  • in incident/problem management and root cause analysis of problems;
  • managing off and on shore vendor teams and resources, including commercial models;
  • in infrastructure technologies and core services, including networks, database & operating system, and end user services;
  • experience in an ITIL environment, ideally Foundation qualified.
• You have good oral and written communication skills.
• You are flexible, adaptable and keen to learn new technologies and to extend business knowledge.
• You have a structured and organized approach and demonstrate high attention to detail.
• You are customer and solution oriented.
• You have strong networking skills.
• You are stress resistant.
• You have budget management skills.
• You are Fluent in English and French or Dutch.

• A dynamic and innovative work environment centered around our employees and our customers
• Attractive and wide scope of tasks
• Interesting salary package (meal vouchers, hospitalization insurance, pension plan, cafeteria plan, ...)
• Corporate culture where client orientation, integrity, partnership and diversity are key values
• Environment where you are encouraged to share your opinions and concerns (speak up culture)
• Flat organizational structure with close collaboration and open communication with management and between different departments
• Wide scope of trainings via our e-learning platform

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.