Job Description

In Asia Pacific, BNP Paribas is one of the best-positioned international financial institutions with an uninterrupted presence since 1860. Currently with over 18,000 employees* and a presence in 13 markets, BNP Paribas provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships.

Worldwide, BNP Paribas has a presence in 68 markets with more than 193,000 employees. It 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. Asia Pacific is a key strategic region for BNP Paribas and it continues to develop its franchise in the region.

• excluding partnerships

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.

Position Purpose

Service Delivery Management position aims at:

• Manage the relationship with major stakeholders of the domain in APAC
• Build a strong relationship with our internal customers in APAC
• Being the primary contact point for the Business IT (project initiation, production incident escalation, budget definition and tracking, strategy, alignment, etc.)
• Arrange regular meetings with the Business to track project progress by following the Business portfolio of infrastructure projects, review incidents and review the Service Level
• Manage the relationship with the business lines throughout Asia. Perform regular Customer Satisfaction survey and propose improvement plans
• Coordinate complex Transversal IT activities including but not limited to DR Drill operations

Key Responsibilities

Customer support:

• Manage relationship with major stakeholders in APAC
• Perform regular customer satisfaction survey & propose improvement plans
• Oversee, prioritize and/or coordinate daily service delivery (REQ, INC, PRB, CHG) and project delivery with stakeholders in APAC
• Single Point of Contact for APAC clients for any IT Infrastructure topics (audit preparation, cost analysis, production incident escalation, etc.)
• Organize, run and/or participate in regular governance meetings with stakeholders in APAC
• Budget requirements gathering, follow-up & monitoring
• Publications and/or presentation of ITIP dashboards focused on APAC clients (KPIs/KRIs to be defined with APAC clients input)

Transversal IT activities coordination:

• Lead coordination of various complex IT Continuity/Transversal activities mainly in HK and SG (Disaster Recovery, Network Isolations, Infrastructure Live Play) and continue to drive standardization and improvement of the coordination process

Qualifications

Competencies (Technical / Behavioral)

• At least 10 years of experience in the IT Infrastructure and/or IT Applications Production support field with at least 3 years of experience in a management capacity in large organizations (matrix with local & functional reporting lines)
• Strong communication skills
• Positive and Collaborative mindset
• Good in Time/Workload/Conflict management
• Ability to deliver high quality deliverables and work under pressure under fast pace environment
• Able to support/standby under rotation basis on weekends
• Regional exposure is preferred with experience working in different cultures in the Asia-Pacific region and willingness to travel as and when required
• Good general understanding of modern technologies: datacenter, virtualization, network, internal cloud, etc.
• Independent, self-motivated and innovative with good problem solving, interpersonal and can foster teamwork
• Advance knowledge on Excel, PowerPoint and/or Service Now
• PowerBI working knowledge is a plus
• Experience working in Agile environment
• Knowledge of standard methodologies of Service Delivery and IT Governance (ITIL, COBIT). PMP is a plus.

Specific Qualifications Required

• University degree or equivalent in IT discipline
• Scrum Master is highly preferable

BNP Paribas