IT Production Manager
1 month ago
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 providing a catalog of best practices for the IT organization.
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
- Provide ongoing support to the AMER region for the ITSM tool SMAXX and serve as the Single Point of Contact (SPOC) for global coordination
- 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
- Coach and mentor less experienced team members, fostering a culture of growth and innovation within the team
- 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
- 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
- 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
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.
BenefitsCompetitive compensation & benefits offering, including but not limited to:
- Minimum of 20 Vacation days + 4 personal days
- 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 for 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)
CultureDiversity & Inclusion:
Our Diversity & Inclusion Mission: Recruit, develop, advance, and retain a diverse workforce that is united in our efforts to enhance our competitive position and deliver innovative solutions to our clients.
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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