IT Service Management Specialist

At AIB, our values guide how we work and how we support each other. We’re looking for someone who puts Customer First, takes initiative and Owns the Outcome, and is always looking for ways to Eliminate Complexity. You’ll treat colleagues and customers with fairness and Show Respect, and you’ll thrive in a culture built on collaboration where we Be One Team to deliver meaningful impact.

Job Title: IT Service Management Specialist

Location/Office Policy:  Central Park, Dublin 18 (Hybrid working with 3 days in office)

• Are you passionate about delivering service excellence and operational resilience in a dynamic, regulated environment?
• Do you thrive working in ITSM functions, driving both stability and change across complex technology estates?
• Are you motivated to collaborate with diverse teams and stakeholders to ensure “always-on” banking services for millions of customers?

What is the Role:

The IT Service Management (ITSM) Specialist will be required to support the operation, development and sustainment of effective IT Incident, Problem and Change Management processes. You will act as a key interface with teams across Technology & Data, AIB Business area and AIB’s IT strategic partners. The ITSM team have responsibility for a diverse range of technology and support services within a support and control framework, which ensures the availability, accuracy and integrity of the Bank’s systems and services.

The position requires strong collaboration with infrastructure, application, and business teams to maintain service availability, minimize disruption, and deliver safe, compliant technology change. It is a dynamic work environment presenting multiple challenges and will appeal to experienced IT professionals who are interested in pursuing challenging roles   

Key accountabilities: 

• Service Availability Oversight: Monitor and manage service performance, proactively preventing outages and minimizing downtime.
• Incident & Problem Management: Lead rapid resolution of major incidents, root cause analysis, and implementation of permanent fixes.
• Change Management: Oversee change risk assessments and readiness checks to protect service stability during technology updates.
• Risk Management: Assess risks, dependencies, and impacts in ITSM; implement mitigation strategies and contingency plans.
• Stakeholder Engagement: Build strong relationships with senior stakeholders, providing planning, scheduling, and communication for service and change activities.
• Continuous Improvement: Identify and implement opportunities to optimize ITSM and release processes, leveraging automation and analytics.
• Operational Excellence: Proactively resolve challenges, design and deliver solutions aligned to regulatory and security standards, with a focus on ‘Customer First’.

What you Will Bring: 

• 5+ Years in IT Service Management with a focus on Major Incident Management and Change Management.
• Proficient knowledge of MS Office 365 demonstrating strong organisational and communication skills with the ability to present information in a structured manner 
• Strong collaboration skills and experience building partnerships to meet shared objectives.
• Demonstrated experience in establishing, implementing and assuring standards and practices for Major Incident, Change Management, automation and service resilience.
• Desirable certifications: ITIL Expert, ISO 20000, IT Change Management, or related fields.

Why Work for AIB:

We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.

Some of our benefits include: 

• Market leading Pension Scheme 

• Healthcare Scheme 

• Variable Pay 

• Employee Assistance Programme 

• Family leave options 

• Two volunteer days per year 

Please click here for further information about AIB’s PACT – Our Commitment to You. 

Key Capabilities: 

• Drives Progress - Has the courage to address difficult issues and supports others to do the same. Creates milestones, and effectively manages others’ apprehension of change, highlighting the expected benefit of new methods. 

• Collaborates - Builds partnerships, works collaboratively with others to meet goals and is a team player.  Develops connections that will enable successful outcomes. Plans appropriately to work with others in differing environments and with differing styles to achieve success 

• Investigating & Reporting - Investigates incidents or issues to determine the cause, circumstances, and contributing factors.  Documents detailed findings and suggests and implements necessary resolutions 

• Technical Leadership - Provides thought leadership and direction while managing, reviewing and conducting the day-to-day work in a specific technical domain area; demonstrates strategic thinking to align technical solutions with broader business goals; applies critical thinking to analyse issues and develop innovative solutions to problems within the specific domain 

• Troubleshooting - Anticipates issues or problems in advance, resolves issues or problems through strategic advice for the effective solution to the issue or problem.

If you are not sure about your suitability based on any aspects of the role advertised or if you require any support with the Recruitment process, please contact the recruiter Sarah Lyons at careers@aib.ie

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ie 

Disclaimer:

Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.  

Application Deadline: Tuesday 5th May 2026