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Solution Service Manager job

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Company Name:  Societe Generale
Country:  United Kingdom
Job Type:  Permanent
People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different.
The IT infrastructures department, RESG/GTS (Global Technology Services), is at the centre of the transformation of Societe Generale's operating model. Thanks to RESG/GTS, the Group boasts one of the biggest shared service centres for IT infrastructures in the financial sector.

These IT infrastructures manage:
• Workstations (computers, phones, email, etc.)
• Data centres hosting the Group's servers,
• IT and telecoms networks

The Market activities department (RESG/GTS/MKT) is responsible for the smooth functioning of the IT infrastructure and production and the client relationship dedicated to GBIS organisation
• SGCIB, Societe Generale Corporate and Investment Banking;
• PRIV, the private banking activities
• SGSS, asset management and the securities services business.
• NEWEDGE, execution, clearing and prime brokerage services.
GTS/MKT/RAM is the team in charge of Account Management, Project Management in UK. RAM team is also responsible for Production Service Management, Quality and Process, as well as Production Reporting for GTS/MKT/EMEA, reporting functionally to GTS/MKT/OPM/QPS which is the team in charge of Production Service Management, Quality and Process, as well as Production Reporting for GTS/MKT worldwide.
The Solution Service Manager will be reporting to the local Account Manager for Kleinwort Hambros (KH) private banking (Societe Generale Private Banking Hambros (SGPBH) has bought 100% of Kleinwort Benson (KB) recently), and functionally to the head of QPS team in Paris.

Manage the following ITIL processes for a set of application portfolio, for the Prime Services function
o Incident Management
o Problem Management
o Change Management
Working as an entry point for the business and business line IT teams for infrastructure related queries.
Enforcing GTS standards within GTS to ensure understanding of processes.

• Maintain contacts in the GTS skill teams
• Ensure Adherence to the global tools in skill teams (Outageware, ICLT, Hola2, ...)
• Setup recurrent meeting for production follow-up
• Share, enforce (and adapt) golden Rules and best practices (Vigiprod, change golden rules, ...)
• Single point of contact for IT local/global teams and for local/global skill teams
• Participation to all local Production committees including ExCo if necessary
• Explain to IT partners’ infrastructure architecture and organisation
• Single point of contact for Paris to explain context, client priorities and objectives
• Analysis of the service quality to propose improvement plans or review SLAs if exists
• Manage task force when needed, coordinate skill teams and follow-up related actions
• Specific local tasks to be defined with local and MKT/OPM managers

Incident management
• Challenge root cause, impact, and responsibility on Thermoprod in order to focus on real incidents
• Incident reporting (cold) to GTS and ITEC management
• Collaborate with and ensure 48000 handle all the major crisis
• Major incident management when escalated by 48000
• Management Call (or video) Conferences management when required
• Communication relay to partners or clients (direct contact when crisis)
• Keep informed FTS 48000 (especially when incident overpass business hours)
• Participation to local incident review committees and publication of reports
• Incident arbitration between partners and GTS teams
• Perform permanent supervision on incidents, cf instructions in GPS tools
• Weekly dashboard for ITEC/PRD

Problem management
• Setup a KH Problem Review Board to ensure Problem Management follow up
• If incident escalated by 48000, review Post-mortem and help with publication for local incidents with respect of according golden rules
• Participate to EMEA Problem Review Board
• Perform permanent supervision on problems, cf instructions in GPS tools
• Align PM with Market standards

• (Ensure) information concerning Production to local teams correctly pushed
• (Ensure) Communication on Moratoriums, golden rules, process definitions, Vigiprod status (correctly pushed)
• Presentation of Production reporting to clients (ITEC)
• Publish RRB (CAB) minutes, Infraday follow-up reports
• Provide Reporting (incident management, release, post-mortems, problems, GTS recommendations)
• Email COO Wednesday
• Email Friday on weekend operations
• Non-technical communications to COO in case of Major Incident

Change Management
• Participation to local RRB and produce report to Paris 48000 team
• Participation to local EMEA RRB, communicate / relay to partners or clients on major releases
• Participation to Paris GRRB, if possible, and communicate on big events or operations
• Validation and arbitration of local releases (Appli and Infra) in respect of local rules

DR tests Power downs
• Participation to DR, split op or power down exercises when needed; follow-up of post-actions

Operational Skills
Proven Experience with Incident management
Very Good Communication Skills (from operational to executive)
Ability to make decisions
Ability to work under pressure
Analytical skills
Influential skills
Willingness to understand and learn an existing and complex systems
Good technical knowledge / understanding of technology
Qualifications required or desirable 

• MASTER Level or equivalent
• Information Technology specialization desirable
• ITIL desirable

• Fluent English
• French – added advantage
If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Societe Generale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender reassignment.
Industry:  Banking
Duration:  London
Salary and Benefits:  Competitive
Job Ref:  16000VBH
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