IT Production Manager
1 month ago
As a key member of the Global Banking Technology & Operations team, you will play a crucial role in delivering day-to-day services to Global Banking & Investor Solutions 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.
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.
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
- 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
- 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
- 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
- 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 is the primary language used in this role, and the ability to communicate effectively in English is essential.
BenefitsSG Société Générale de Surveillance SA offers a competitive compensation and benefits package, including:
- 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 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 to participate in various training programs (online training and coaching platform such as Coursera, GoFluent, Pluralsight, First Finance, and others)
At SGS Société Générale de Surveillance SA, we value diversity and inclusion. Our Diversity & Inclusion Mission is to 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.
Our Diversity & Inclusion Vision is to create an engaged workforce that is demographically diverse in a way that reflects the communities in which we operate, an inclusive culture and workplace that recognizes employees' unique needs and utilizes their diverse talents, and to engage our community and marketplace, and position the organization to meet the needs of all its clients.
We offer 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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