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 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
- 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 and French are the primary languages used in this role, with the ability to communicate in English being a requirement.
BenefitsSociete Generale 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
Fully sponsored virtual healthcare assistance and Employee Assistance Program to you and your immediate family
Various Employee Resource Groups (ERG) to engage with
A culture of continuous development by encouraging our employees various training programs
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