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BNP Paribas
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Service Manager

Service Manager

BNP Paribas

4 - 6 years

6 - 10 Lacs

chennai

Posted:-1 days ago| Platform:

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Skills Required

service management emea problem management itil v3 itil customer service service catalog workforce management change management customer support real time analysis ctd servicenow itsm incident management regulatory affairs rta wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position Purpose

The main activities is to maintain Service Level as per ITIL standard. To emphasize the focus on ITIL principles and the responsibility for overseeing service management to ensure efficiency within SLA.

Responsibilities

Direct Responsibilities

Must be ready to work in EMEA shift.
ITIL Foundation training expected, certification is desirable.
Analytics and Reporting of Change/Incident/Problem Management.
Manage relationships with external service providers to ensure seamless delivery of IT services.
Develop and maintain IT service catalogs, SLAs and Operational Reports.
Conduct regular service reviews with external service providers to achieve business objectives and expectations.
Produce Monthly / Quarterly reports & performance analytics of KPIs, service trends etc.
To assist the team ensuring effective service management to meet SLA and control costs
Ensure compliance with IT security policies, ISPL standards and procedures.
Assists the Team Leads/ Manager in maintaining SLA adherence.
Define, implement and enforces standards and understands exception handling.

Contributing Responsibilities

Contribute to improving the quality of service by proposing improvements
Contribute to the acquisition by ISPL team of new skills & knowledge to expand its scope
Help build team spirit and integrate into BNP Paribas culture

Technical & Behavioral Competencies

Minimum 16 years of education required
French Speaking will be an added advantage
Decent hands-on in MS Office such as Excel and PowerPoint
Strong communication and interpersonal skills

Specific Qualifications (if required)

Bachelors degree in Computer Science, IT, Business Administration or Equivalent.
ITIL V3 Foundation desirable

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