Program Manager

Há 2 dias

Lisboa, Lisboa, Portugal HN Services Portugal Tempo inteiro


We're looking for a Program Manager -
Application Support Division
(Lisboa)

Who We're Looking For:

A Global IT Stability Program Manager
to lead IT Production & Application Support (APS) stability initiatives across multiple domains, including Markets, Securities, and MFS. The role focuses on driving operational excellence, resilience, and risk-compliant production environments while enabling collaboration and innovation across engineering, DevOps, and business teams.


Professional Experience & Technical Skills:

Program Leadership & Governance

  • Define and manage the
    global IT Stability Program roadmap
    , aligning with GBM/CTO strategy and Production Excellence goals.
  • Establish a
    governance model
    for tracking, prioritizing, and reporting initiatives across all APS domains.
  • Chair steering committees, ensuring stakeholder alignment, timely decisions, and transparent reporting to senior management.

Stability & Resilience Initiatives

  • Lead initiatives to reduce incidents, improve problem management, and enhance capacity, performance, and monitoring.
  • Implement stability frameworks (SRE, ITIL4, FinOps, Service Quality Index) across production environments.
  • Partner with engineering and DevOps teams to strengthen
    observability, monitoring, and automation
    (Dynatrace, Ansible, ServiceNow, Elastic).

Operational Excellence & KPIs

  • Define and track stability KPIs and OKRs (MTTR, MTTD, SLA adherence, recurring incident reduction).
  • Build
    data-driven dashboards
    for visibility into stability trends and performance.
  • Coordinate post-incident reviews and ensure systemic remediation is completed.

Stakeholder & Communication Management

  • Act as the
    single point of contact
    for the Stability Program across IT Production, Business Lines, and governance.
  • Communicate progress, risks, and value delivered to executives, highlighting transformation impact and ROI.
  • Promote a culture of accountability, continuous improvement, and collaboration.

Risk, Compliance & Audit Alignment

  • Ensure initiatives comply with IT risk management, cybersecurity, regulatory, and audit frameworks (SOX, PCI-DSS, GDPR).
  • Lead proactive risk assessments and stability control reviews.

Team Enablement & Change Management

  • Support APS teams in adopting
    best practices
    through training, workshops, and knowledge sharing.
  • Lead change management activities to drive adoption of new tools, processes, and behaviors.
  • Encourage cross-team collaboration and innovation in stability improvement methods.


Technical and Soft Skills

  • Master's degree in IT, Engineering, or related field
  • 8+ years in IT Production / Application Support
  • Preferred certifications:
    ITIL v4, PMP/PRINCE2, SRE Foundation, FinOps Practitioner
  • Strong understanding of Application Support / IT Production environments
  • Knowledge of
    ITIL v4, SRE, DevOps, FinOps, and Incident/Problem/Change Management
    processes
  • Hands-on experience with
    monitoring, observability, and automation tools
    (Dynatrace, ServiceNow, Ansible, Grafana, ELK)


Language Requirement

  • English –
    B2

Work Setup

  • Hybrid

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