IT Production Manager

ResponsibilitiesABOUT THE JOB:Global Banking Technology & Operations (GBTO) delivers day-to-day services to Global Banking & Investor Solutions (GBIS) 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. GBTO is at the very heart of this technological and operational challenge.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.What will be your DAY-TO-DAY?Your role will encompass a wide range of critical responsibilities. These include:Ensuring the stability of production systems for the AMER region and establishing effective governance frameworksImplementing production practices using policies aligned with the ITIL framework, focusing on Incident, Problem, Change, and Monitoring ManagementProviding ongoing support to the AMER region for the ITSM tool SMAXX and serving as the Single Point of Contact (SPOC) for global coordinationManaging Service Level Agreements (SLAs) for the AMER region, ensuring high compliance through the Service Level Management (SLM) process and monitoring green SLA percentagesLeading initiatives to optimize or automate processes that enhance efficiency, improve policy adherence, or elevate user experienceTaking charge of major incident resolution by coordinating transversal incident calls when necessary, including during out-of-office hours for critical issuesForming and overseeing working groups for large-scale projects that impact multiple business units or regionsCollaborating with stakeholders from application and infrastructure teams to align IT Service Management processes and technology solutions with operational and user needsGathering 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 benefitsWorking closely with developers to clarify business needs and ensure that the development process meets these requirementsTracking progress and providing regular status updates to stakeholders and senior management, while identifying, reporting, and addressing risks and issuesResponding to impromptu user requests on Unity and managing assessmentsCoaching and mentoring less experienced team members, fostering a culture of growth and innovation within the teamManaging team priorities and organizing sprints to ensure the effective delivery of tasksLeading the team by onboarding new members, providing ongoing training, conducting one-on-one meetings, performing progress reviews, and scheduling daily activities to ensure smooth operationsSkills and Qualifications:Must have:In-depth knowledge of ITIL and IT Service Management, with a proven ability to drive production practices, particularly Incident, Problem, Change, and Monitoring processesStrong knowledge of SMAX and the capability to support the AMER region effectivelyStrong understanding of Agile principles, particularly as they relate to production environments, and the ability to lead production leaguesAbility to lead multiple initiatives simultaneously and handle Incident Management calls, with experience managing both applicative and infrastructure componentsSolid understanding of KPIs and KRIs in production environments, and the ability to manage and track these for the AMER regionGood understanding of SLA and Service Level Management within the banking domainStrong knowledge of CRM roles and responsibilities within the banking sectorStrong interpersonal and relationship-building skills, with the ability to work collaboratively across teams and regionsSelf-motivated, dynamic, and results-oriented, with strong analytical skills to drive continuous improvementExcellent oral and written communication skills, with a rigorous, structured, and detail-oriented approachFast learning capacity and ability to make well-informed decisions quickly in a dynamic environmentNice-to-have:ITIL Foundation certificationExperience as a product owner, business analyst, or project manager with an understanding of CTB (Change the Bank) or RTB (Run the Bank) deliveriesFamiliarity with major SDLC approaches, particularly Agile methodologiesLanguages: English, FrenchAbility 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.OUR BENEFITS:Competitive compensation & benefits offering, including but not limited to:Minimum of 20 Vacation days + 4 personal daysSupportive Maternity, paternity, parental and adoption leave policyHealth 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 familyVarious 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 various training programs (online training and coaching platform such as Coursera, GoFluent, Pluralsight, First Finance, and others)OUR CULTURE:At Societe Generale, we live by our 4 core values of commitment, responsibility, team spirit and innovation. We are engaged and demonstrate consideration for others. We act ethically and with courage. We focus our talent and energy on collective success. We experiment and propose new ideas. This way, we maximize our ability to serve client needs and anticipate market changes.D&I:Our Diversity & Inclusion Mission: 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:• Engaged workforce that is demographically diverse in a way that reflects the communities in which we operate• Inclusive culture and workplace that recognizes employees' unique needs and utilizes their diverse talents• Engage our community and marketplace, and position the organization to meet the needs of all its clientsHYBRID WORK ENVIRONMENT:Societe Generale offers 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. Hybrid work arrangements vary based on business area. The applicable Business lines will determine and communicate the work arrangements that best meet their business needs. #J-18808-Ljbffr