It Service Manager

Description:

BNP Paribas, a leading international banking institution and one of Montreal’s Top Employers in 2024, is seeking an experienced and dynamic IT Service Management (ITSM) Team Leader to join its growing team in downtown Montreal. This role involves leading a multidisciplinary team, ensuring efficient deployment of ITSM-related processes, and fostering alignment with global policies and compliance standards.

The selected candidate will be responsible for planning, managing, and evaluating team activities, ensuring high-quality, timely delivery of ITSM functions. You will participate in budget exercises, identify cost-saving opportunities, and implement intelligent controls for ITSM core functions. Additionally, the role requires close collaboration with regional and global teams to ensure process consistency and operational excellence.

Key responsibilities include representing the team during audits, developing action plans for compliance, maintaining business-as-usual (BAU) operations, hiring and training new staff, and empowering team members to work autonomously while providing constructive feedback.

Key Responsibilities

• Oversee deployment and management of ITSM-related processes and services.

• Ensure adherence to audit and regulatory requirements, including defending and providing evidence during reviews.

• Participate in global ITSM initiatives to ensure alignment with BNP Paribas’ international standards.

• Maintain continuous service delivery through effective team leadership and resource planning.

• Identify opportunities for process improvement and cost reduction.

• Draft communications, procedures, and implement preventive/detective controls to maintain compliance.

Skills and Qualifications

• Minimum ITIL Foundation Certification (advanced ITSM certifications are a strong plus).

• Strong understanding of ITSM modules and their interrelationships.

• Experience using ServiceNow platform (strong plus).

• Proven leadership skills to manage a multidisciplinary team effectively.

• Excellent organizational and project management skills with the ability to manage multiple priorities.

• Ability to remediate process deficiencies and develop formalized closure plans.

• Strong communication and collaboration skills with key IT stakeholders.

• Knowledge of English is required due to the global nature of clients and operations.

Benefits

• Competitive compensation package.

• Flexible benefits including family and spouse insurance program.

• Defined contribution pension plan.

• Paid days for volunteering.

• Hybrid working model (up to 50% remote).

• Flexible working hours.

• Comprehensive training and personal development programs.

• Opportunities for international career growth within BNP Paribas.

About BNP Paribas

BNP Paribas is the leading bank in the European Union and operates in 63 countries with over 180,000 employees worldwide. In Canada, the bank employs over 1,400 professionals, offering a diverse and inclusive workplace recognized among Canada’s Best Diversity Employers 2024 and Montreal’s Top Employers 2024.