Senior Manager, OSS & ITIL

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Storage, Information TechnologyIndustries

Requirements

The ideal candidate will have a strong understanding of ITIL frameworks and operational support systems, with experience in leading teams and driving strategic initiatives. Proven ability to implement and manage Incident, Change, and Problem Management processes is essential. Experience with event correlation, intelligent automation, information security management, risk management, and organizational change management is also required. The candidate should possess excellent leadership, collaboration, and communication skills to mentor a distributed team and act as an escalation point.

Responsibilities

The Senior Manager, OSS & ITIL will lead the ITIL/OSS team to enhance the consistency, maturity, and efficiency of global operations and service delivery. This includes defining, implementing, and evolving operational policies, tools, and frameworks. Responsibilities include overseeing Incident, Change, and Problem Management, managing operational systems, developing event correlation frameworks, and driving continual improvement, information security, risk management, and organizational change management. The role involves governing service management practices, owning MIRs, CABs, and RCAs, collaborating with various teams, and mentoring a geographically distributed team.

Skills

OSS

ITIL

Operational Support Systems

ITIL Governance

Service Delivery

Incident Management

Change Management

Problem Management

Operational Tooling

Event Correlation

Intelligent Automation

Service Management

Backbase

Engagement banking platform for digital transformation

About Backbase

Backbase offers an Engagement Banking Platform that helps banks modernize their customer interactions and internal operations by replacing outdated IT systems. The platform allows banks to enhance customer journeys and eliminate operational silos, empowering both customers and employees. Backbase stands out by providing out-of-the-box web and mobile solutions, along with Model Bank accelerators that simplify digital transformation. The company generates revenue through platform usage fees, comprehensive documentation, and training, while also enabling banks to create unique features with their open APIs and SDK.

Amsterdam, NetherlandsHeadquarters

2003Year Founded

$128.4MTotal Funding

GROWTH_EQUITY_VCCompany Stage

FintechIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Risks

Emerging regulations like the EU AI Act may increase compliance costs for Backbase.

Competition from other fintech companies could erode Backbase's market share.

Integration challenges with TD Bank may arise if customer expectations are not met.

Differentiation

Backbase's platform offers seamless integration with any back-end system for banks.

The company provides out-of-the-box web and mobile journeys for digital transformation.

Backbase's Model Bank accelerators embody industry best practices for rapid implementation.

Upsides

Partnership with TD Bank enhances digital experiences for over two million cardholders.

Collaboration with Seven expands Backbase's influence in Africa and the Middle East.

Increased AI adoption in banking offers Backbase opportunities to enhance platform capabilities.

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