Infrastructure Service Delivery Manager - AVP

Position Purpose

Service Delivery Management position aims at:

• Manage the relationship with major stakeholders of the domain in APAC
• Build a strong relationship with our internal customers in APAC
• Being the primary contact point for the Business IT (project initiation, production incident escalation, budget definition and tracking, strategy, alignment, etc.) 
• Arrange regular meetings with the Business to track project progress by following the Business portfolio of infrastructure projects, review incidents and review the Service Level 
• Manage the relationship with the business lines throughout Asia. Perform regular Customer Satisfaction survey and propose improvement plans
• Coordinate complex Transversal IT activities including but not limited to DR Drill operations

Key Responsibilities

Customer support: 

• Manage relationship with major stakeholders in APAC
• Perform regular customer satisfaction survey & propose improvement plans
• Oversee, prioritize and/or coordinate daily service delivery (REQ, INC, PRB, CHG) and project delivery with stakeholders in APAC
• Single Point of Contact for APAC clients for any IT Infrastructure topics (audit preparation, cost analysis, production incident escalation, etc.)
• Organize, run and/or participate in regular governance meetings with stakeholders in APAC
• Budget requirements gathering, follow-up & monitoring
• Publications and/or presentation of ITIP dashboards focused on APAC clients (KPIs/KRIs to be defined with APAC clients input)

Transversal IT activities coordination:

Competencies (Technical / Behavioral)

• At least 7 years of experience in the IT Infrastructure and/or IT Applications Production support field with at least 3 years of experience in a management capacity in large organizations (matrix  with local & functional reporting lines)
• Strong communication skills
• Positive and Collaborative mindset
• Good in Time/Workload/Conflict management
• Ability to deliver high quality deliverables and work under pressure under fast pace environment
• Able to support/standby under rotation basis on weekends
• Regional exposure is preferred with experience working in different cultures in the Asia-Pacific region and willingness to travel as and when required
• Good general understanding of modern technologies: datacenter, virtualization, network, internal cloud, etc. 
• Independent, self-motivated and innovative with good problem solving, interpersonal and can foster teamwork
• Advance knowledge on Excel, PowerPoint and/or Service Now
• PowerBI working knowledge is a plus
• Experience working in Agile environment
• Knowledge of standard methodologies of Service Delivery and IT Governance (ITIL, COBIT). PMP is a plus. 

Specific Qualifications

• University degree or equivalent in IT discipline
• Scrum Master is highly preferable 

About BNP PARIBAS

As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance. 

We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.

• BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community

• BNP Paribas MixCity which fosters better representation of women at all levels of the organization

• Ability, the mutual aid network for employees with a disability or a disabling or chronic illness

• BNP Paribas CulturAll which celebrates diverse backgrounds

BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.

https://careers.apac.bnpparibas/

More information 

Award Obtained

BNPP has won Top employer Europe award in a 10th consecutive year