Service Operation Onboarding Manager

GROUP BNP PARIBAS

BNP Paribas Group is a major international banking establishment with about 185,000 employees in 65 countries. In Spain we are more than 5,100 employees within 13 business lines.

Spain IT Production

The Spain IT Production organization consists of CIB ITO & ITG IT Platforms and provides IT Production services to our Clients in EMEA, ensuring a Digital Market evolution in a secure and high-quality environment. IT Production includes Infrastructure services, Telecom & Workspace, Production Security and Application Production domains, with transversal services (CTO Office, Control Tower, PMO and IT Continuity). In Spain, IT Production relies on a Platform with over 400 experts delivering full-stack support services to ensure secure, stable, standardized and efficient production.

About The Job

Mission

In this critical role on SITP EMEA Telecom & Workspace Service Office, you will lead and contribute to the delivery of the Service provided by the support teams. The Service Operation Onboarding Manager designs, implements, maintains and operates the Service Operation Onboarding process for new or updated services. The key objectives include ensuring new / updated services are production-ready, preparing teams to deliver high-quality services, and enhancing user experience and service quality. You will also support cross-functional collaboration and operational excellence within the domain.

Responsibilities

Process Management : Enhance, design, measure, document and deliver processes within the Domain, including the Service Onboarding Process.

Service Delivery : Perform and complete Service Onboarding instances for new and modified services.

Continuous Improvement : Define and measure KPIs to drive continuous service improvement.

Communication : Facilitate cross-departmental collaboration.

Requirements

Education

Bachelor in Computer Science or equivalent

ITIL Foundation certification (higher level is a plus)

Experience

5+ years of IT experience

Experience with ServiceNow Platform (tooling and reporting)

Experience with SharePoint (desirable)

IT Project Management experience

Languages

Spanish : Fluent

English : Fluent (B2 / C)

French : Desirable

Skills

Technical

ServiceNow IT Service Management : knowledge, tool management and reporting

Visio

Microsoft Office : Excel, PowerPoint, Word

SharePoint Online

Desirable

Microsoft Power BI

Artificial Intelligence

Agile Methodologies

Transversal & Behavioral skills

Other Qualities

Ability to design and write processes and procedures, define KPIs, and create complex workflow diagrams and RASCI matrices

Strong analytical and organizational skills; able to manage changes and multiple priorities to deliver results on time

Team player with good interpersonal and communication skills; user service oriented

Ability to work autonomously and with product owners, operations, and end users

Leadership : lead by example and guide teams to deliver high-quality service in alignment with company standards

Benefits

Training programs, career plans and internal mobility opportunities across countries

Diversity and Inclusion initiatives and employee communities (PRIDE, We Generations, MixCity)

Corporate volunteering program (1 Million Hours 2 Help)

Flexible compensation plan

Hybrid work model (50%)

32 vacation days

Diversity and inclusion commitment

BNP Paribas Group in Spain is an equal opportunity employer. We are committed to ensuring no discrimination based on age, disability, gender identity, pregnancy, race, religion, sex, or sexual orientation. Equity and diversity are integral to recruitment and performance.

Job Details

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Management and Manufacturing

If you are interested in this role, apply to join BNP Paribas CIB.

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