IT Service Management Team Leader

3 meses atrás

Porto, Portugal Natixis in Portugal Tempo inteiro

**Company Description**
Natixis is a French multinational financial services firm specialized in asset & wealth management, corporate & investment banking, insurance, and payments. A subsidiary of Groupe BPCE, the second-largest banking group in France through its two retail banking networks, Banque Populaire and Caisse d’Epargne, Natixis counts nearly 16,000 employees across 38 countries.

As Natixis Innovation Hub, Natixis in Portugal mission is to transform traditional banking by developing innovative solutions for the bank’s business, operations, and work culture, being a key driver of the company’s culture of agility and innovation. Teams of IT and Banking Support Activities work in an integrated, inclusive, and transversal way, supporting all the business lines and country platforms.

You will oversee two teams, each comprising three members and experiencing growth:

- Incident and Problem Management
- Technology Risk Management

This role requires strong leadership, communication, and problem-solving skills, as well as the ability to mentor and support less experienced staff.

**Main Tasks & Responsibilities**:

- Update the IT Run Framework according to BPCE, Regulator, and Auditor recommendations, and regularly communicate the IT Run Framework to all chains.
- Perform controls to ensure that Run Practices are properly defined, documented, applied, and monitored, such as incident management, problem management, change management, follow the sun, and SLA.
- Identify and solve incidents and problems, ensuring that appropriate measures are taken to minimize the impact of incidents and prevent recurring problems.
- Engage and coordinate IT Run Stakeholders regarding major incidents for improved steering, reactivity, and better communication with the IT teams.
- Manage and control changes to the IT infrastructure, ensuring that changes are implemented in a controlled and coordinated manner to minimize the impact on services.
- Define service level agreements (SLAs), monitor performance against SLAs, and address any deviations or deficiencies in service quality.
- Consolidate routine exercise setups in line with the Disaster Recovery Plan (DRP) and Business Continuity Plan (BCP) to ensure the continuance of operations and critical functions in the event of a disruption.
- Assess the current state of the ITSM system, including its features, functionalities, and any limitations or issues it may have, to enable timely production processes and updates.
- Define KPIs and metrics to measure operational performance, identify areas for improvement, and prepare IT RUN reporting to share with business users and the IT management board.
- Participate in monthly meetings and animate the IT Run community of the CIB.
- Keep up to date with industry and best practice trends, using insights to implement new processes and initiatives in the organization.
- Manage technology risk, obsolescence, and vulnerabilities within the IT infrastructure, ensuring that appropriate measures are taken to mitigate risks and address system vulnerabilities.

**Specific Responsibilities**:

- Coordinate Natixis IT Run stakeholders for major incidents for improved steering, reactivity, and better communication with Application Support, Dev teams, and BPCE IT.
- Act as a mentor to less experienced staff, explaining relevant procedures, and providing technical skills development.
- Support the team leader or team manager in coordinating resources effectively to ensure successful project execution, alignment with organizational goals, and timely delivery of high-quality software solutions.
- Develop and implement risk management strategies to address technology risks, obsolescence, and vulnerabilities.
- Facilitate the identification, assessment, and management of IT obsolescence and vulnerabilities, ensuring that appropriate actions are taken to mitigate risks and ensure the security of IT systems.

**Qualifications**
- Bachelor’s degree in computer science, Information Technology, or related field.
- Strong experience in IT governance, IT management, and IT service management.
- Proven leadership and team management skills.
- Excellent communication and interpersonal abilities.
- In-depth knowledge of IT infrastructure, disaster recovery planning, and business continuity.
- Ability to mentor and support less experienced staff.
- Knowledge of industry best practices and trends, including technology risk management, obsolescence, and vulnerabilities.

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