As an ITIL process manager / owner you will strengthen the team in charge of the ITIL Processes.
This may include the following activities :
Execute the daily activities of an Incident manager : Drive Major incident resolution, communicate on incident resolution progress, escalate critical incident within the bank and toward third party provider, coordinate with the various Bank’s stakeholders.
Support and backup the Problem and Request Fulfilment Managers
Work with the Change and Release manager to : review Changes with stakeholders to ensure their readiness, seek management approval when required, approve Changes and execute PIR ;
manage Release milestone, confirm readiness of Release candidates, organise review meeting, prepare roadbook and communicate on the progresses.
Prepare and supervise the Disaster Recovery
Manage and improve ITIL processes, including monitoring process performance via agreed key performance indicators (KPI), and report on a regular basis to stakeholders;
Closely interact with the internal / external IT service providers to secure service delivery in line with the agreed targets, to ensure interfaces are working smoothly and to collect and assess their requirements in relation to processes and service management tools;
Provide advice and training to the relevant stakeholders responsible for projects, programs, infrastructure and application portfolios on how to meet the requirements set out from a process viewpoint;
Represent your process(es) in internal and external meetings;
Closely collaborate with other process managers to ensure smooth process interfaces and consistency across different processes;
Present the results of your work and matters within your area of responsibility and discuss them with your peers, at various management levels within the IT department and with external IT service providers;
Ensure coordination and communication with Clients IT teams.
The position offers you excellent opportunities to contribute to the delivery of stable IT services in a process-oriented environment and to interact with a broad range of IT colleagues from various areas.
A bachelor’s degree (or post-secondary vocational education plus four years of relevant experience, or eight years of relevant experience) in computer science, information systems administration or another relevant field;
In addition, a minimum of 3 and ideally 5 or more years’ experience in the field of IT process management and / or IT service management.
Including a concrete experience in developing and maintaining ITIL processes tool and documentation, in particular in the areas of service operation;
A solid general understanding of IT (e.g. infrastructure components and business applications) and experience with the support and operation or engineering of IT services;
Communication Skills in French and English (Verbal, Written, Interpersonal, Proactive listening)
ITIL Foundation certification. (Other certifications like lifecycle or Capability are welcome)
Positive attitude and customer focus as well as stress resistant
Team player with strong interpersonal skills
Innovative thinking and problem solving
Practical experience with Service Management tools or with data analytics tools;
Experience in designing and managing Service Design ITIL Processes;
Experience in major incident management
Advanced experience in Microsoft Office 2010 (Excel / Powerpoint).
Pratical experience in developing and maintaining reports in Business Objects
Willingness to work weekends as required
Knowledge in banking industry activities
Experience in positions requiring managing people activities
You engage collaboratively with others. You pursue team goals and learn willingly from other people’s diverse perspectives.
You signal any need for change by explaining it and proposing alternative solutions. You analyse complex information effectively and can evaluate different views to arrive at solutions.
You know and anticipate stakeholder needs. You have a natural leadership approach.