IT Client Relationship Manager-

2 months ago

Montréal QC, Canada Société Générale Full time

**Responsibilities**:
**ABOUT THE JOB**:
Global Banking Technology & Operations (GBTO) delivers day-to-day services to Global Banking & Investor Solutions (GBIS) Business Units and their clients. With IT & Operations teams working side by side under the same leadership, the goal of GBTO is to meet the evolving needs of its clients and market requirements, as well as anticipate technological advances to accelerate and support the transformation of GBIS activities. GBTO is at the very heart of this technological and operational challenge.

The Risk, Continuity, and IT Production team is responsible for developing efficient methods for delivering IT services. We create well-designed production processes, provide a catalog of best practices for the IT organization, and define clear responsibilities for service delivery. The team monitors production related KPIs and KRIs daily across the AMER region and handles regulatory inquiries.

**What will be your DAY-TO-DAY?**

Your role will encompass a wide range of critical responsibilities. These include:

- Ensuring the stability of production systems for the AMER region and establishing effective governance frameworks
- Implementing production practices using policies aligned with the ITIL framework, focusing on Incident, Problem, Change, and Monitoring Management
- Providing ongoing support to the AMER region for the ITSM tool SMAXX and serving as the Single Point of Contact (SPOC) for global coordination
- Managing Service Level Agreements (SLAs) for the AMER region, ensuring high compliance through the Service Level Management (SLM) process and monitoring green SLA percentages
- Leading initiatives to optimize or automate processes that enhance efficiency, improve policy adherence, or elevate user experience
- Taking charge of major incident resolution by coordinating transversal incident calls when necessary, including during out-of-office hours for critical issues
- Forming and overseeing working groups for large-scale projects that impact multiple business units or regions
- Gathering and documenting business requirements using a structured process, challenging assumptions, identifying dependencies, and analyzing data to inform decision-making. You will also recommend solutions based on risks, costs, and benefits
- Working closely with developers to clarify business needs and ensure that the development process meets these requirements
- Tracking progress and providing regular status updates to stakeholders and senior management, while identifying, reporting, and addressing risks and issues
- Responding to impromptu user requests on Unity and managing assessments
- Coaching and mentoring less experienced team members, fostering a culture of growth and innovation within the team
- Managing team priorities and organizing sprints to ensure the effective delivery of tasks
- Leading the team by onboarding new members, providing ongoing training, conducting one-on-one meetings, performing progress reviews, and scheduling daily activities to ensure smooth operations

**Profile required**:
**Skills and Qualifications**:
**Must have**:

- In-depth knowledge of ITIL and IT Service Management, with a proven ability to drive production practices, particularly Incident, Problem, Change, and Monitoring processes
- Strong knowledge of SMAX and the capability to support the AMER region effectively
- Strong understanding of Agile principles, particularly as they relate to production environments, and the ability to lead production leagues
- Ability to lead multiple initiatives simultaneously and handle Incident Management calls, with experience managing both applicative and infrastructure components
- Solid understanding of KPIs and KRIs in production environments, and the ability to manage and track these for the AMER region
- Good understanding of SLA and Service Level Management within the banking domain
- Strong knowledge of CRM roles and responsibilities within the banking sector
- Strong interpersonal and relationship-building skills, with the ability to work collaboratively across teams and regions
- Self-motivated, dynamic, and results-oriented, with strong analytical skills to drive continuous improvement
- Excellent oral and written communication skills, with a rigorous, structured, and detail-oriented approach
- Fast learning capacity and ability to make well-informed decisions quickly in a dynamic environment

**Nice-to-have**:

- ITIL Foundation certification
- Experience as a product owner, business analyst, or project manager with an understanding of CTB (Change the Bank) or RTB (Run the Bank) deliveries
- Familiarity with major SDLC approaches, particularly Agile methodologies

**Languages**:English, French

***_Ability to communicate in English, both orally and in writing, is a requirement as the person in this position will need to collaborate regularly with colleagues and partners in the United States._

**Why join us**:
**OUR BENEFITS**:
**WHAT WE DO DIFFER

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