IT SERVICE DELIVERY MANAGER BNP PARIBAS (#MITP) - BNP PARIBAS | MADRID, ES

GROUP BNP PARIBAS BNP Paribas Group is the top bank in the European Union and a major international banking establishment.
It has close to employees in 65 countries.
In Spain we are more than employees within 13 business lines.
Spain IT Production Spain IT Production organization consists of CIB ITO & ITG IT Platforms and is responsible for providing IT Production services to our Clients in EMEA, ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality.
IT Production organisation includes Infrastructure services, Digital Working, Telecom& Datacentres, Production Security and Application Production domains and associated transversal services (CTO Office, Control Tower, PMO and IT Continuity).
In Spain, IT Production relies on a Platform with over 400 experts that provide full-stack support services ensuring a secure, stable, standardized, and efficient production.
ABOUT THE JOB MISSION Service Delivery Management team, within the BNPParibas Swiss IT Production, plays the role of Production Control Tower.
It guarantees the quality of the IT Production services provided to its clients with respect to the associated service agreements.
As such, the SDM manages the activities of Incident Management, Problem Management, Change Management and coordination of the major operations of Swiss IT Production.
RESPONSIBILITIES • He/she reports to the Production Service Manager, who manages the Production Control Tower.
• He/she interacts with his/her colleagues when participating to the continuous improvement of the team, and also regarding the transversal follow-up of the daily production activities.
• He/she contributes to the shift turnover, within the SDM team, to cover the full range of IT services from 7am to 7pm on business days.
• Outside this business hours range, he/she also contributes to the on call duty in case of major incident escalation.
• He/she interacts with all the Production teams, mainly in Switzerland but also in other countries, to be able to deliver the production it services in accordance with the service agreements.
• He/she interacts with all the IT teams, mainly in Switzerland but also in other countries, when the IT service involves other stakeholders.
Ø Actively supervise and monitor IT Incident Management Operations.
o Coordinate Major Incident Management o Ensure major incident communication to end users o Communicate regular follow-up points on major incidents to IT teams o Classify priority and responsibility of incidents with IT correspondents o Write and communicate Post Incident Reports on major incident o Challenge the post incident actions to be followed in the context of Problem Management o Steering, reporting and improving incident management Ø Actively supervise and monitor IT Problem Management Operations.
o Identify recurring incidents and potential problems o Assign each problem to a Problem Owner o Coordinate regular meetings for monitoring and problem solving o Monitor the full problems portfolio o Steering, reporting and improving problem management Ø Actively supervise and monitor IT Change Management Operations.
o Manage change requests by ensuring compliance with BNP Paribas Group directives o Supporting IT teams in the process of managing operational changes o Controlling requests for changes in production o Ensure the impact and risk of any change in the level of service o Manage conflicts of planned changes in production o Prepare and organize CAB meetings o Steering, reporting and improving change management Ø Coordination of Major IT Operations in Production.
o Manage the overall timetable for Major Changes o Manage the SANC (Swiss Advanced Notification Calendar) for Major Changes o Manage planned Major Change conflicts in Production o Prepare with IT support teams Major infrastructure Operations o Define a roadmap integrating all the milestones of infrastructure transactions related to IT Business Lines o Realising a return of experience following these major IT Production Operations (Lessons learned) Ø Instruction Correspondent is in charge of.
o Maintaining a complete and up-to-date inventory of procedures within his scope o Coordinating the overall process for managing procedures o Contributing to the procedures status follow-up REQUIREMENTS • Studies Bachelor's degree in Computer Science or equivalent • Experience IT Professional with former IT Technical background to be able to understand IT technical speak and terminology (Expert) Senior IT Professional with at least 6 years experience in international companies • Languages Fluent English spoken and written (B2/C) French spoken and written would be a plus SKILLS • Technical Essential.
• IT Professional with former IT Technical background to be able to understand IT technical speak and terminology (Expert) • Senior IT Professional with at least 6 years experience in international companies • Ability to develop and adapt a Process (Expert) • Ability to set up relevant performance indicators (Mastering) • Ability to create a Trust Relationship with Business representative (Mastering) • Risk Anticipation (Mastering) Desirable.
• IT Infrastructure knowledge (Beginner) • IT Architecture knowledge (Beginner) • IT Security and Cyber-Security Knowledge (Beginner) • Transversal & Behavioral • Ability to work well under pressure, work autonomous and in team environment • Very good interpersonal and communication skills, oral & written • Strong problem solving, decision-making, and analytical abilities • Ability to inspire others & generate people's commitment • Ability to manage/facilitate a meeting, seminar, committee, training...
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.