Service delivery Management

Job Description 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 specialized 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, corporate and institutional clients) to realize their projects through solutions spanning financing, investment, savings and 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, color, 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 For 150 years, BNP Paribas Wealth Management has been committed to protecting clients wealth, developing it, and eventually passing it on to their loved ones. We deliver tailor-made experience, with outstanding attention to detail and expertise from precise local knowledge to the global know-how that we access from the Group. Our goal is to create a new wealth management experience fit for a world where digital interactions have come to enhance human ones. Wealth Management Investment Solution Hub (WMIS Hub) provides a global IT solution for BNP Paribas Wealth Management where we develop, maintain and evolve IT applications which fit the specific needs of BNP Paribas Wealth Management business users. Job Title Service Delivery Management - IT Obsolescence Date TBC Department APS / CTO Office Location: Chennai Business Line / Function Wealth Management Reports To (Direct) Division Head Grade (if applicable) NA (Functional) Number Of Direct Reports NA Directorship / Registration NA Position Purpose Part of BNPP Wealth Management in Singapore, the position is created within APS Domain under CTO Office division. The Candidate will play role as a lead to service delivery managers in WMIS IT Production landscape. Work collaboratively with various application and infrastructure teams to ensure process adherence, achieving key performance targets and guiding SDM team in improving the overall service quality. Direct Responsibilities Establish comprehensive KPI frameworks for Obsolescence management processes, defining critical SLAs that improved service delivery metrics and enhance stakeholder confidence through transparent monthly reporting. Deliver executive-level service reporting using ServiceNow analytics, providing real-time visibility into WM IT production metrics and enabling data-driven decision making for senior leadership. Governance Understand the landscape of applications/infrastructures across various datacenters and define governance model for technology / application obsolescence. Reporting through ServiceNow platform, excel based KPI reporting , PowerBI Orchestrate comprehensive IT audit management for internal and external auditors. Technical & Behavioral Competencies Mandatory skills and behavior competencies - Strong critical thinker with problem solving aptitude. - Good written and oral communication skills - ITIL certification - Excel / Power BI - Scrum Master - ServiceNow - Understanding of IT Obsolescence Optional Skills - hands-on experience on any coding language Overview Of Responsibilities - Bachelor's degree in computer science or related field - Minimum 15 years of experience in Service Delivery Management in large and complex organization processes. - Good understanding of incidents, change management. Understanding of test environment management is plus. - Good understanding of Problem & Obsolescence management. - Proficiency in SDLC and Project Management principles - A good leader with a problem-solving attitude - Ability to work independently and under pressure, critical thinking to complete tasks and resolve conflicts. - Capacity to challenge the status quo and convince based on facts - Good Analytical and Presentation Skills for senior management - Proficient in writing process, policy documents on problem and environment management related processes - Good reporting skills. Knowledge in Power BI is good to have in release governance landscape. Specific Qualifications (if Required) Mandatory Technical Skills - Hands-on knowledge in ServiceNow - Hands-on knowledge in JIRA - Hands-on knowledge in SharePoint & Confluence - Expertise in MS Excel [VBA macros knowledge is plus point] - Scrum Master Communication Skills - Excellent oral & written skills. - Effective leadership, planning and organization skills - Excellent presentation skills Nice To Have - Experience/knowledge of Cloud - Certification in Project Management or Scrum - ITIL Foundation Certification Skills Referential Behavioural Skills: (Please select up to 4 skills) Communication skills - oral & written Ability to collaborate / Teamwork Ability to deliver / Results driven Ability to synthetize / simplify Transversal Skills: (Please select up to 5 skills) Ability to understand, explain and support change Ability to anticipate business / strategic evolution Ability to set up relevant performance indicators Analytical Ability Ability to develop and adapt a process Education Level Bachelor Degree or equivalent Experience Level At least 15 years Other/Specific Qualifications (if Required) Prior experience on Obsolescence management is needed.