IT Production Manager
1 month ago
About the Role:
Societe Generale is seeking a highly skilled IT Production Manager to join our Global Banking Technology & Operations team. As a key member of our Risk, Continuity, and IT Production team, you will be responsible for developing efficient methods for delivering IT services, creating well-designed production processes, and defining clear responsibilities for service delivery.
Key Responsibilities:
- Ensure the stability of production systems for the AMER region and establish effective governance frameworks.
- Implement production practices using policies aligned with the ITIL framework, focusing on Incident, Problem, Change, and Monitoring Management.
- Manage Service Level Agreements (SLAs) for the AMER region, ensuring high compliance through the Service Level Management (SLM) process and monitoring green SLA percentages.
- Lead initiatives to optimize or automate processes that enhance efficiency, improve policy adherence, or elevate user experience.
- Take charge of major incident resolution by coordinating transversal incident calls when necessary, including during out-of-office hours for critical issues.
- Form and oversee working groups for large-scale projects that impact multiple business units or regions.
- Collaborate with stakeholders from application and infrastructure teams to align IT Service Management processes and technology solutions with operational and user needs.
- Gather and document business requirements using a structured process, challenging assumptions, identifying dependencies, and analyzing data to inform decision-making.
- Work closely with developers to clarify business needs and ensure that the development process meets these requirements.
- Track progress and provide regular status updates to stakeholders and senior management, while identifying, reporting, and addressing risks and issues.
- Respond to impromptu user requests on Unity and manage assessments.
- Manage team priorities and organize sprints to ensure the effective delivery of tasks.
- Lead 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.
Requirements:
- 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 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.
Preferred Qualifications:
- 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.
Language: 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.
Benefits:
- Supportive Maternity, paternity, parental and adoption leave policy.
- Health spending ($2,000/year) and personal spending ($1,000/year) accounts with 75+ eligible reimbursement categories (health, training, electronics, etc.).
- Fully sponsored virtual healthcare assistance and Employee Assistance Program to you and your immediate family.
- Various Employee Resource Groups (ERG) to engage with such as Pride and Allies, American Women Network, Black Leadership Network, One planet, etc.
- A culture of continuous development by encouraging our employees various training programs (online training and coaching platform such as Coursera, GoFluent, Pluralsight, First Finance, and others).
Diversity & Inclusion:
Societe Generale is committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We believe that diversity and inclusion are essential to our success and we strive to create an environment where everyone can thrive.
Hybrid Work Environment:
Societe Generale offers a hybrid work arrangement that offers employees the flexibility to work remotely, as well as on-site, in order to promote interaction and collaboration with colleagues while adhering to all SG standard protocols.
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