Service Delivery Manager For Aps

Service Delivery Manager For Aps

Bnp Paribas 2

Service Delivery Manager For Aps

Detalhes da Vaga

BNP Paribas is a leading European bank with an international reach. It has a presence in 72 countries, with more than 202,000 Employees - including more than 154,000 in Europe and over 5,000 in Portugal alone.

BNP Paribas is present in Portugal since 1985, having been one of the first foreign banks to operate in the country. Today, BNP Paribas has several entities operating directly in this territory, offering a wide range of integrated financial solutions to support its clients and their businesses.

Worldwide, the Group has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. The Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporate and institutional clients) to realise their projects through solutions spanning financing, investment, savings and protection insurance.


Manage, one or more functional and technical support team within the APS department.
Contribute actively to the implementation and success of the Dual Office Operational Model.
Respond to Direct Management (hierarchically to Manager Level).
Share Corporate Values (Both BNP Paribas and BNP Paribas Securities values).

Promote communication within the team(s).

Team management

Elaborate team member's job descriptions with direct management and HR department.
Take part in the recruitment process and the training of team members.
Manage team's organization and performance.
Identify and report training needs.
Manage vacations, absences and plan team presence on holidays.
Motivate the team and integrates the diversity of its members.
Ensure the appraisal process of team members in coordination with direct management.
Manage work prioritization & planning.
Team Building & Conflict Management.
Ensure a good communication between Onshore and Lisbon team
Keep a constant follow-up with all team members and report any situation that might impact team BA MaiU
ntain a 2 months base meetings with local manager regarding the team follow up, detecting possible risks within the team and to actively contribute to solve or avoid them.
Establish meetings during the year to follow-up (and review objectives if needed) for each team

Service Delivery Process Responsibilities

· Manage Incident management by restoring normal service operation as quickly as possible, provide a Single Point Of Contact to the User, facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed Service Levels and business priorities

· Manage Support Request management by ensuring support request handling, provide a Single Point Of Contact to the User, within agreed Service Levels and business priorities

· Manage Problem management by preventing recurrence of incidents by problem management actions and changes control on the IT infrastructure to correct errors and enhance platform

· Manage Release follow-up by making sure to maintain a calendar with all release and operations

· Manage Security management by safeguarding the value of information following business requirements and criticality

· Manage IT Service Continuity management by supporting overall Business Continuity Management (in case of disaster, DRP)

· Manage Service Level management by agreeing on the cost-justifiable level of service required to effectively support the Business, maintaining and improving service levels as required by Business (achievement of service levels, monitoring and reporting on service levels, checking satisfaction)

Business As Usual Responsibilities

· Maintenance / Development of IT Service Reporting - Monthly Reporting, Monthly dashboard. Collate monthly SLA reporting statistics and KPIs (make sure they happen)

· Provide a first business escalation point for all incidents and support requests

· Ensure that ServiceNow relative queues are being tracked/allocated for new incidents

· Ensure Service Support procedures are followed (incident and problem recording, change and release follow-up in production environment)

· Establish appropriately consistent problem management processes and supporting tools.

· Ensure that Change and Release are followed

· Provide significant input to Line Management on IT service delivery

· Establish Service Improvement program and culture within IT Support

· Act as Change Authority for SLAs and Support procedures

· Co-ordinate IT Continuity Tests with architect and relative department

· Monitor and alert on production environment, to establish underlying issues (including comparison of IT vs Business perspectives) and drive forward identification and implementation of remedial actions


· Computer science degree (or related technical degree) with 5 to 8 years of experience

· Experience in L2/L3 production support, preferably in banking sector

· Experience with supporting large Java - Angular micro services application

· Strong analytical and problem solving

· Strong written and verbal English communication skills. French is an asset.
· Experience in building and maintaining complex infrastructure for Java application running inside the banking sector (1.WebSphere, 2.Tomcat, 3.MQ, 4.Apache, 5.Nginx, Load Balancer, Kubernetes)

· Strong experience with Oracle Database

· Strong experience with Linux and Windows system administration
· Ability to write and maintain multiple kind of scripts (Python, bash, powershell, Splunk SPL, SQL / PLSQL

· Excellent knowledge of security best practices (SSL, Encryption, Firewall, WAS, JWT, OWASP)

· Experience of a DevOps process and ability to lead other teams, colleagues in the use of the DevOps mythology and solutions. (Ansible, BladeLogic, Kubernetes, Docker, Jenkins, …)

· Experience of logging and monitoring tools (Splunk, ELK, Dynatrace, GeneOS)
· Experience in successfully leading technical projects and programs to on-time, on-schedule and within budget close

· Flexible in working on public holiday and weekends to deliver production changes and participate in Infra activity.

· Available for on-call support.

BNP Paribas is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.
Please note that only applications submitted in English will be considered.

In case you are selected for this role, further documentation will be requested to support your hiring process.



  • Java
  • SQL
  • Linux

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