IT Production Manager
1 month ago
About the Job:
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.
The ideal candidate will 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 understanding of Agile principles, particularly as they relate to production environments, and the ability to lead production leagues are also essential.
Key Responsibilities:
- 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.
- 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.
- Collaborating with stakeholders from application and infrastructure teams to align IT Service Management processes and technology solutions with operational and user needs.
- 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.
- 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.
- 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.
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.
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.
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