VP - IT Service Delivery

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.

About BNP Paribas Group:

BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability

Commitment to Diversity and Inclusion

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.

About Business line/Function:

The CIB IT Production team supports IT Infrastructure and Application production support function and is based out of India and provides support services to global regions.

Job Title:

Head of Digital Working

Date:

20-Feb-2024

Department:

CIB IT Production

Location:

Mumbai / Chennai

Business Line / Function:

CIB IT

Reports to:

(Direct)

Head of CIB IT Production

Grade:

(if applicable)

Vice President 2/3

(Functional)

Number of Direct Reports:

4 (Total Team size 100+)

Directorship / Registration:

NA

Position Purpose

This position is for the role of Head of Digital Working within the IT Infrastructure & Production domain. Digital Working covers the End-User support, Hardware Asset Management as well as Collaborative Tools Support.

BNP Paribas seeks Professional with skills and responsibilities for this management level role which include but are not limited to:

• Take action to ensure everyone has a voice, inviting opinion from all.
• Establish the root causes of issues and tackle them, rather than just the symptoms.
• Initiate open and honest coaching conversations at all levels.
• Move easily between big picture thinking and managing relevant detail.
• Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realizes they are required.
• Develop specialized expertise in one or more areas.
• Advise stakeholders on relevant technical issues for their business area.
• Navigate the complexities of global teams and engagements.
• Build trust with teams and stakeholders through open and honest conversation.
• Uphold the firm’s code of ethics and business conduct.

Responsibilities

Direct Responsibilities

• Leading the service delivery team, managing conflicts and ensuring the team’s processes and tasks are carried out efficiently.
• Identifying customer needs and overseeing service delivery within the business context.
• Assessing customer feedback and using your creativity to establish, improve and refine services.
• Track and review service metrics to ensure continuous improvement in performance, service and product quality.
• Managing Digital Working domain which includes and not limited to Cloud Solutioning, patch deployment, Management of Tools such as SCCM, MS Teams, MS Exchange, Windows Active Directory, etc.
• Must have good working knowledge of integration of Digital Platforms with networking components.
• Intermediate awareness of Risk & Controls, KPIs on IT Infrastructure
• Capacity planning- resources and end user assets, managing finances and budgets.
• Knowledge and Hands on Experience in Incident, Problem management & Change management.
• Proven track record of driving critical Infrastructure incidents to resolution with minimum downtime.
• Managing broadcasting and communication to PAN India user as part of Service Desk responsibility.
• To be involved and Act as escalation point for Incidents & Service Request
• Responsible for maintaining and refreshing knowledge management database with appropriate governance.
• Responsible for identifying training requirement for team and coordinating wit concerned team for arranging the same.

Contributing Responsibilities

-  Setting clear goals, conducting appraisals, and providing feedback to team members.

-  Holding regular monthly service review meetings with the business stakeholders on production stability and prioritization of issues

-  Preparing project plans, project/key metrics and status reports senior management.

Technical & Behavioral Competencies

• Customer centric and service-oriented attitude.
• Strong interpersonal and relationship management skills to manage the large customer base.
• Strong Communication skills to encourage and motivate teams.
• Strong management, leadership skills and excellent complex problem-solving skills.
• Strong written, communication and presentation skills suitable for communication with senior leadership and ExCo
• Must be team-oriented and possess multitasking ability and ability to work well under pressure.
• Flexibility in working outside of your responsibilities and areas of expertise.
• Solid experience in various domains of solutions delivery (BFSI systems) and service delivery (server, network infrastructure and information system security etc.) is preferred.
• Basic Knowledge and clear understanding of IT infrastructure on desktops/Thin Clients/Servers/networks.
• Ability to comprehend customer’s technology needs.
• Experience in managing deployment of OS patches and tools such as MS Teams, MobileIron, Active Directory, SCCM, HVD, MS Exchange, Quadrant, Verba, Vantage, etc.
• In-depth understanding of the linkage between financial services, Information Technology and business value.
• Creative and analytical ability in problem resolution and Decision-making skill. 
• The individual will be required to travel and work at various BNP Paribas locations to fulfil their duties as part of the IT team.
• Experience of managing large teams of 100+

Specific Qualifications (if required)

• A minimum 15 years’ experience.
• The individual will be required to have knowledge & understanding of various service / regulatory standards, work processes & procedures such as ITIL, ISO, Project management etc

Skills Referential

Behavioural Skills : (Please select up to 4 skills)

Client focused

Adaptability

Ability to collaborate / Teamwork

Ability to deliver / Results driven

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to understand, explain and support change

Ability to manage a project

Ability to set up relevant performance indicators

Ability to inspire others & generate people's commitment

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 15 years

Other/Specific Qualifications (if required)

NA