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Head of IT Support Request Fulfilment, Warsaw

It’s an exciting time for you to join us. We’re a changing company with big ambitions and together we’ll create the future of banking.

Working with us, you will play a part in building a better bank that fulfils a meaningful role in society. We aim to help our 11 million customers around the world improve their lives and reach their goals. To do that, we are shaping the digital transformation of banking to improve the services we deliver.  
Do you have solid leadership capabilities and experience in IT Support area? Do you like to drive change initiatives with high priority and focus cross country borders? Then join this exciting opportunity within Nordea’s new location in Warsaw. 
We are building the future digital bank to be the bank where the personal and digital relationship makes Nordea a safe and trusted partner. This requires us to be a frontrunner in IT Service and Support delivery and IT best practices across the IT landscape and in all technology layers. 
You have now a chance to be part of our journey! 

The offer

As a leader for a Global User Administration team you should proactively manage the unit on an operational level with employees located in Warsaw.  Your main goal is to make sure that the unit delivers accordingly to the SLO on user administration in the bank. You take responsibility for delivering a strong business result and driving the functional excellence.  
Furthermore, you are a member of a Management team and understand the underlying business drivers. You manage boundaries between your unit and relevant part of the organization. 
Your team will consist +12 members all located in Warsaw. 
Your overall responsibilities are to: 
  • Make and implement operational plans and set concrete targets for the team as well as for each employee. 
  • Ensure that your direct reports understand how their targets and plans are linked to the strategy. 
  • Handle risk issues and ensure compliance with regulatory and governance requirements. 
  • Personally, lead by example Nordea´s vision, values and leadership statement. 
  • Provide timely and well-documented feedback, coach, assess performance, hold direct reports accountable for their performance, communicate and show direction to enable direct reports to cooperate and execute.  

Travel is expected occasionally. You will report to Head of User Administration  

Who are you?

Collaboration. Ownership. Passion. Courage. The four key values that guide us in being at our best and that we expect all our colleagues to be committed to.

To build a successful career with us, you’ll work well with others and always act with the customer’s needs in mind. You love learning and trying new things, and you’re excited about bringing your ideas to the table. You’re honest and dependable, willing to speak up even when it’s difficult, and committed to empowering others. You’re passionate about doing a great job.

Your background:

We believe that you are a passionate about IT service delivery and support with excellent communication - and analytical skills and a pragmatic approach to problem solving.   
When it comes to your experience and skills, we believe that you have:
  • At least 3 years of experience in a leadership position in an IT area, preferably User Administration/IT Support 
  • Good knowledge in the ITIL framework and Service Management – preferably ITIL certified   
  • Ability to build partnership relations with stakeholders and other teams across the organization  
  • Bachelor or Master Degree 
  • Fluency in written and spoken English.    
It is beneficial if you have knowledge of value based leadership and cross-border experience.   
By joining Nordea, you will gain:
  • Opportunity to participate in ambitious international IT projects 
  • Exciting projects in your own responsibility with diverse challenges  
  • Wonderful team spirit and a great working atmosphere in a new office newly established team 
  • Modern and friendly work environment in open office 
  • Room for your own idea and suggestions for improvement  
  • Possibility to participate in training programs enhancing your qualifications  
  • Full Time position based on an employment contract  
  • Competitive salary and comprehensive benefits package,  
  • An incentive package that includes a medical services package for you and your family,  
  • Sports card, Catering and cinema tickets funding,  
  • A possibility to join a corporate life insurance scheme  
  • Access to employee pension scheme   
  • Relocation package option  

If this sounds like you, we look forward to welcoming you to the team!

More information and send application

For more information about the position, you are welcome to contact Annika Fahlur –

We believe that diversity improves team performance. Therefore, we strive to form teams with a mix of people of different genders and ages, and with different backgrounds and experiences.

Great people often know great people – please share if you have a friend who would love this job.


Please include permit for processing personal data in CV as following: “I give my permission for the processing of my personal data that is essential for the recruitment process in Nordea Bank AB branch in Poland, in accordance with the Act of 29.08.1997 on the Protection of Personal Data (Journal of Laws No. 133, item 883 amended)”.