Associate Vice President - Senior Lead IT Service Governance

The Deutsche Börse Group CTO organization designs, develops, and operates the Group wide Information and Communication Technology (ICT) infrastructure and delivers stable, secure, and high performing IT services that underpin the Groups business critical operations. Within the CTO area, Plan & Control provides central governance, coordination, and management information, enabling delivery units to focus on operational excellence while ensuring transparency, regulatory alignment, and contractual performance compliance. The IT Service Management & Governance Specialist strengthens Plan & Control by focusing on IT Service Management (ITSM) processes and governance, ensuring that process controls are properly designed, executed, tracked, and reported in line with the CTO Target Operating Model.

The role provides central governance, coordination, and oversight for IT Service Management related processes, IT Resilience Management, and IT Service Catalog Management within the CTO area. Operational process execution and technical control performance remain with the respective Process Owners and Operators, unless explicitly mandated. The role supports the monitoring of contractually agreed service performance, control effectiveness, and continuous improvement across service operations.

Your responsibilities: Provide central governance, oversight, and transparency across IT Service Management (ITIL4) processes (Incident, Problem, Change, Capacity & Availability, Production Support, IT Resilience), while operational execution remains with respective Process Owners. Monitor, track, and coordinate execution of ITSM related controls , including status, evidence, deviations, and remediation progress, in line with internal frameworks, ICS, and the CTO Target Operating Model (TOM). Track and assess service performance and contractually agreed KPIs / SLAs , deriving decision ready insights for CTO management and Plan & Control.

Prepare management level dashboards and reports that provide transparency on performance, risk, compliance, and maturity of IT service operations. Act as a central clearing house for ITSM related governance topics, coordinating inputs and outputs between Plan & Control, service owners, audit, risk, and resilience stakeholders. Support audit, ICS, and regulatory requirements by coordinating requests, ensuring completeness and consistency of ITSM related evidence, and tracking findings to closure.

Identify governance gaps, risks, and improvement opportunities, and contribute to the continuous maturation of ITSM governance, metrics, and reporting toward higher process maturity levels Bachelors degree in computer science, information technology, IT management , or a related discipline (masters degree preferred). Eight years of professional experience in IT Service Management, IT operations governance, or IT controlling within a complex enterprise environment. Solid practical knowledge of ITIL4 based service management processes ; ITIL certification is a benefit.

Understanding of IT governance and control frameworks (e.g. COBIT2019, ICS); experience in regulated environments such as financial services is an advantage. Strong analytical and structuring skills , with the ability to translate complex operational data into clear, decision ready management insights.

Proven stakeholder communication and collaboration skills , able to work effectively across technical, operational, and management audiences. Excellent proficiency in Microsoft Office tools (Excel, PowerPoint, Word, SharePoint); English fluency required , German beneficial.