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Service Management Officer

Service Management Officer

BNP Paribas CIBmadrid, España
Hace más de 30 días
Descripción del trabajo

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About BNP Paribas Group

BNP Paribas Group is the top bank in the European Union and a major international banking establishment, with nearly 185,000 employees in 65 countries. In Spain, we have over 5,100 employees across 13 business lines.

Spain IT Production

Our Spain IT Production organization, comprising CIB ITO & ITG IT Platforms, provides IT services to our EMEA clients, ensuring secure, high-performance digital market evolution. It includes Infrastructure, Telecom & Workspace, Security, and Application domains, supported by over 400 experts.

Job Overview

The Telecom & Workspace Domain is part of BNP Paribas's Corporate and Institutional Banking IT & Operations. The IT Service Desk supports company employees, continuously adopting industry-leading practices and technologies. The Service Management Office oversees :

  • Service stability and performance improvement
  • Global strategy implementation
  • Tool and system updates
  • Customer experience enhancement

Responsibilities

The Service Management Officer focuses on improving the IT Service Desk's activities, including quality planning, knowledge database actions, and customer satisfaction metrics (CSAT / NPS). Key tasks include :

  • Supporting process enhancements and continuous improvement initiatives
  • Maintaining knowledge resources and quality standards
  • Monitoring customer engagement and satisfaction
  • Managing onboarding, knowledge, reporting, communication, training, and security activities
  • Tool management and inventory control
  • Leading by example in corporate values and responsible risk management

    • Qualifications and Skills

  • 5-10 years in IT infrastructure, preferably in banking
  • Strong understanding of business needs and ITIL practices
  • Experience with ServiceNow and knowledge databases
  • Excellent communication skills, fluent in English (C1)
  • Certifications : ITIL Foundation; French and / or Portuguese language skills are a plus

    • Additional Information

  • Working hours : 9 : 00-18 : 00, hybrid model
  • Benefits include training, career development, diversity initiatives, volunteering, flexible compensation, and 31 vacation days

    • Equal Opportunity Statement

    BNP Paribas Group in Spain is committed to diversity and inclusion, providing equal employment opportunities regardless of age, disability, gender, race, religion, or sexual orientation.

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