IT Service Manager

hace 6 meses

Madrid, España SANDAV A tiempo completo

Desde Sandav buscamos IT Service Manager / Run Manager / Incident Manager con Francés para un importante cliente del sector bancario.
- Modalidad híbrida de trabajo. Acudiendo a la oficina de cliente 2 o 3 días por semana (Zona Pirámides) durante un mes. Al mes siguiente, sólo una vez por semana.
- Horario: Flexibilidad horaria para trabajar. Jornada intensiva viernes y verano.
- Salario: de 44.000 a entorno de los 52.000€ brutos/anuales. Aproximadamente

The position:
We are looking for a professional with experience in Run Management.

The activity of the Run Manager consists of:

- Managing governance (Business Committee, Strategic Business Committee, and Portfolio Reviews).
- Ensuring the management of Demands of Evolutions (DME) as well as the RUN (incidents, SLA).

Responsibilities.

Pilot the stock of incidents and various other demands of the partner:

- Follow the stock of incidents and demands in close collaboration with ITeam, the different squads implied (Personal Finance France and IT Corporate Functions) and Operations:

- Know how to assess/judge the priority of an incident for the business.
- If needed trigger the right escalation that will help solve the issue faster.
- Regular communication toward the entity that will give them the right visibility on the evolution of their issue.
- Collect root causes of incidents and participate to the elaboration of action plans.
- Communicate the PIR in due time to the partner, and guarantee the follow up of action plans.
- Communicate to Business coverage or manager the need to arbitrate on priorities' conflict.
- Participate to the resolution of some P1 and P2, even though ITeam stays in lead.
- In charge of the resolution of P3-P4 incident, relying on ITeam and concerned squads:

- Coordinate transversal IT teams working on incident resolution.
- Take in charge business escalation on these incidents.
- Manage the portfolio of Demands of Evolutions (DME) and the budget associated to IT, in close relation with the partner
- Communicate to the entity all the IT changes that could influence them: change, migrations, freeze, various ICP exercise, etc

Parameters set up (IHM Tarif):

- Handle parameter set up in the various environment (production and non-production) for the entity. IT Governance and Security:

- Ensure the role of Security Champion on the entity perimeter:

- Be the privileged interlocutor of the partner IT security teams and be their relay for the entity and its service providers.
- Participate in all Security IT committees (GIS/SECOPS/KONA, etc.).

For specific assets:

- Monitoring and updating of certificates, maintenance of repositories (REFWEB/CERTIS).
- Track and address vulnerabilities (Qualys, Kona, Certificates, Yogosha).
- Follow-up of various forms (IT Risk, IT Security, AIA), repositories (MyAPM) and Shadow IT reporting.

Make sure partner's SLA are respected:

- Follow partners incident and activate the right contacts to accelerate incident resolution:

- Participate into task forces dedicated to incident resolution.
- Provide the partner with a post incident report on the right delay (30 days).
- Participate in the incident follow up committee with the partner.
- Provide a monthly reporting on incident to be shared with the partner.
- Fluid communication on incident with business contacts and the partner contacts.

**Qualifications**:

- Bachelor's degree or equivalent experience in IT Knowledge and IT Risk and Cyber Security.
- Advanced user in Microsoft Office
- B2-C1 French level
- Ref: VOM
- Madrid, España
- Indefinido
- 2 años experiência
- Ciclo Formativo (FP I y/o II)
- 0

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