Description:
The ITSM Team Lead has broad responsibilities for the deployment of ITSM related process and services
In detail
- Plans, manages and evaluates team activities in order to accomplish department objectives.
- Ensures quality and on-time delivery of all activities under team purview.
- Participates in budget exercises and can identify and highlight opportunities for cost reduction.
- Identifies, deploys and monitors intelligent controls related to ITSM core functions.
- Competently represents team services as related to audit and regulatory requirements – defends and provide evidence when appropriate.
- Attends audit and compliance reviews, ensuring the team remains compliant with bank standards.
- Develops action plans to address any non-compliance.
- Participates with regional counterparts and CIB Global to ensure consistency and alignment of ITSM processes, becoming a recognized and valued contributor on global policies and processes.
- Responsible for BAU activities and operational procedures related to the BNP Change Audit process.
- Maintain continuous delivery of service through hiring and training of new staff.
- Ability to review the work of subordinates, providing constructive feedback and empowering them to work autonomously to realize their potential
The Strengths And Skills That Will Help You Succeed
- 5+ years of exposure to components of IT Change / Incident / Problem / Request management.
- 7+ years working experience within a mature ISO-certified framework (financial services field a plus).
- Ability to lead a multidisciplinary team.
- Clear and comprehensive understanding of ITSM modules and their inter-relationships.
- ITIL Foundation Certification. (Minimum)
- Higher levels certification of ITSM (a strong plus).
- Ability to foster a collaborative environment and deliver consensus agreement with key IT stakeholders.
- Good at organizing and managing multiple priorities and/or projects by using appropriate methodologies and tools.
- Ability to write communications, procedures and implement preventive/detective controls highlighting process operation adherence or the lack of it.
- Experience using ServiceNow Platform. (a strong plus)
- Remediate process deficiencies in a formalized approach engaging with multiple parties to bring closure.
- Understanding configuration management Database
- Given the vast majority of our clients, both internal and external, are based outside of Quebec and Canada, specific language requirements may apply. Knowledge of English is required