IT SERVICE DELIVERY MANAGER - BNP PARIBAS | MADRID, ES

Who are we? We are South Europe Technologies (S.
T); the IT, Data and Operations Shared Service Center of BNP Paribas Personal Finance, with delivery centers in Spain and Portugal, providing the best solutions to BNPP PF entities around the world such as Cetelem (specialized, between others, in financial partnership of major retailers, consumer goods companies and car dealerships).
Among Other Services, Our Portfolio Is Composed Of.
* Applications Management (Architecture, Project Management, Development, and Quality Assurance).
* IT Risks & Cybersecurity Services.
* Platforms Management.
* Data Analytics and AI.
* Operations.
Our offices are in Spain (Madrid) and Portugal (Lisbon, Porto).
The company brings together over 200+ employees, with expertise in various technologies (Java,.
et, Python, Tibco, APIGee) and other operational roles (Functional Analyst, Project Manager, Business Analyst, Auto Stock Financing operators).
We keep growing! Our consistent track record of services delivery means comfort for our customers and opportunities for our employees.
You will find SE.
to be full of energy and an Inclusive Workplace in which you truly can make a difference.
Would you like to join our international team that delivers end-to-end solutions (applications and operations activities) to businesses of BNP Paribas Personal Finance Group entities around the world? In a context of maintaining the high level of existing activities while growing the number of international customers, we are looking for our IT Service Delivery Manager.
Mission We are searching for the best talent who can coordinate and lead different teams to provide the best services to our internal customers with a continuous improvement approach.
Main Responsibilities - Service Management.
* Monitoring and managing Incidents and Service requests to ensure optimal service under SLA agreements.
* Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
* Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
* Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
* Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization.
* On time and accurate communication to business and IT internal or external stakeholders of interventions and incidents.
- Performance and Quality Management.
* Recommendation of improvements and on time action implementation follow-up implemented on time for service delivery improvement.
* Providing accurate and regular reports to the management on performance of the service delivery * Service teams staff management, including support on recruitment, provider relationship, individual performance assessment, training, and mentoring.
* Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
What We Are Looking For.
- You have two years of proven working experience in related tasks.
- Knowledge about technologies supporting application execution (Oracle, Kubernetes, Internet Information Services, IBM Web Application Server Liberty) is highly valuated.
- Knowledge about infrastructure supporting application execution and monitoring (WAF, load balancers, Dynatrace, Logstash) is highly valuated.
- Advanced user in office automation tools.
Microsoft Excel and Power Point.
- ServiceNow knowledge.
- You are engaged in day-to-day activities.
- You have a transformation mindset, looking for the excellency.
Skills.
- Communication Skills.
Oral & Written.
- Ability to collaborate/Teamwork.
- Ability to develop and leverage networks.
- Analytical Ability.
- Experience in the Finance sector is a plus.
- Fluent level of English and Spanish is a must.
Any other European Language is nice to have.
About our culture.
We are proud to create, maintain and develop business solutions for BNP Paribas Group entities around the world, while keeping a high level of service and providing added value to our customers.
Working in an Inclusive and Multicultural environment, we encourage everyone to develop their talents and skills, offering various career opportunities and internal mobility programs, within local SET teams or in other entities within the Group.
We value our employees' experience by keeping a well-balanced environment with flexibility regarding the work schedule and care for everyone's personal time.
We embraced a hybrid way of working because we believe social connection always adds value to our day-to-day activities.
Benefits.
* Training programs, career plans and internal mobility opportunities, national and international thanks to our presence in different countries.
* Diversity and Inclusion Committee that ensures an inclusive work environment.
In recent years, several employee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generations and MixCity).
* Corporate volunteering program (1 Million Hours 2 Help) in which employees can dedicate time out of their working hours to volunteer activities.
* Flexible compensation plan.
* Hybrid telecommuting model ( vacation days.
Diversity and Inclusion Commitment BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers.
We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation.
Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity.
We strive to reflect the society we live in, while keeping with the image of our clients.