Senior Manager – Head of Infrastructure & Service Delivery
Description
Job Title: Senior Manager – Head of Infrastructure & Service Delivery
Reporting to Title: General Manager - Head of TOD
Responsibilities/ Job Description
Infrastructure Leadership
Lead and develop the infrastructure organization (Datacenter, Virtualization & Linux, Network & Connectivity, Storage) to deliver secure, reliable, and cost‑effective services.
Ensure operational excellence of on‑premise and hybrid infrastructure: availability, performance, capacity, and incident/problem management in line with SLAs.
Drive infrastructure modernization and transformation projects, reducing technical debt, standardizing platforms, and increasing automation.
Guarantee the resilience and protection of services and data, including backup/restore, high availability, disaster recovery, and infrastructure security controls.
Own the infrastructure roadmap and architecture choices, aligning them with business priorities, regulatory requirements, and security guidelines.
Manage vendors and strategic partners, optimizing contracts, service quality, and lifecycle of hardware and software assets.
Define and maintain infrastructure documentation (diagrams, configurations, procedures) and contribute to CMDB / asset management accuracy.
Participate in budget preparation and cost optimization related to infrastructure (hardware, software, licenses, maintenance, and services).
IT Service Delivery & ITSM Ownership
Own and govern core IT service management processes for BRED IT (incident, request, problem, change, knowledge, CMDB, service level), ensuring effective implementation and continuous improvement.
Lead and coordinate Service Desk and end‑user support activities (L1/L2), including SLAs, escalation paths, and user satisfaction.
Maintain and enhance the IT service catalogue and service definitions, ensuring services are clearly described, measured, and communicated to stakeholders.
Act as ITIL evangelist, promoting standardization, best practices, and a service‑oriented mindset across infrastructure, operations, and application teams.
Monitor end‑to‑end service performance using KPIs, SLAs, and customer satisfaction metrics; drive remediation and continual improvement plans.
Act as a business partner and point of contact for BRED IT internal customers.
ITSM Platform, Change Management & Governance
Lead the business ownership of the ITSM platform for BRED entities, ensuring that it:
Aligns with ITIL best practices.
Meets business, architecture, audits, and security requirements.
Supports efficient and controlled change management.
Collect, challenge, and prioritize business requirements from IT and business stakeholders; translate them into functional specifications, user stories, and acceptance criteria.
Manage the ITSM product backlog and roadmap in coordination with IT Service Delivery, CMC, architecture, and security; ensure each release brings measurable value.
Own the Change Management process for BRED IT, organize and lead the Change Advisory Board (CAB), and ensure changes are properly assessed (risk, impact, planning, rollback).
Monitor change KPIs (success rate, emergency changes, failed changes, etc.) and drive continual improvement.
Ensure ITSM design and implementation comply with enterprise architecture, security, privacy, and regulatory requirements; coordinate testing (functional, integration, UAT) and validate features before production deployment.
Projects, Coordination & Portfolio Management
Plan and coordinate infrastructure and service delivery projects and changes (upgrades, migrations, new implementations) in close collaboration with Security, Applications, HQ, and international teams.
Manage key projects within the Technology and Operations Department, ensuring delivery on time, within scope and budget.
Ensure the technical delivery of international projects impacting infrastructure and IT services.
Manage and improve the Technology and Operations project portfolio, providing visibility on priorities, status, risks, and dependencies.
Compliance, Audits & Continuous Improvement
Establish and monitor KPIs, budgets, and compliance, ensuring transparency on risks, costs, and service levels to IT and business stakeholders.
Support audits and regulatory reviews related to infrastructure and ITSM, ensuring remediation actions are implemented within agreed timelines.
Promote and drive continuous improvement, automation, and standardization of infrastructure and service management processes (monitoring, patching, deployment, backup, incident/change workflows, etc.).
Leadership & People Management
Coach, mentor, and develop team members (infrastructure and service delivery), fostering a collaborative, service‑oriented, and accountable culture.
Demonstrate strong leadership, able to motivate and challenge teams, manage performance, and drive change and continuous improvement.
Build an environment that supports knowledge sharing, cross‑skilling, and succession planning.
Qualifications
Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related field.
Relevant professional certifications (e.g., network, systems, virtualization, cloud, ITIL) are an advantage.
Demonstrated continuous improvement mindset, with a strong drive to challenge the status quo and proactively enhance processes, tools, and ways of working.
Experience operating under pressure during major incidents.
Language skills
Excellent communication skills in English (written and oral) to work with international stakeholders.
French language skills are a plus.
Experience and Skills Required
10+ years of experience in IT infrastructure and operations (network, servers, virtualization, storage, middleware, or related domains), including experience in a banking, financial services, or similarly regulated environment.
At least 5+ years in a team leadership or managerial role (e.g., Infrastructure Manager, Service Delivery Manager, Technical Lead, Senior System/Network Engineer leading teams or large projects).
Core Technical & Operational Skills
Good understanding of infrastructure technologies:
Network (LAN/WAN, firewalls, load balancers, VPN, routing/switching).
Servers and virtualization (RHEL, VMWare).
Storage and backup (PureStorage, Netapp).
Middleware and related components (Git, Ansible).
laC and Devops concepts
Proven track record in delivering infrastructure and IT service projects (migrations, upgrades, data center changes, network redesign, security hardening, ITSM implementations).
Strong knowledge of infrastructure architecture concepts, capacity planning, performance tuning, and resilience/high availability patterns.
Experience with IT service management practices (ITIL or equivalent) and associated tools (incident, change, problem, configuration, monitoring, service catalog).
Solid experience with Change Management and CAB facilitation in a complex environment.
ITSM / Service Delivery Skills
Proven experience as ITSM/Product Owner, Service Delivery Manager, Process Owner, or similar role.
Strong knowledge of ITIL; certified (at least ITIL Foundation, higher level is a plus).
Experience designing and improving ITIL processes and implementing them in an ITSM tool.
Ability to challenge existing processes and propose pragmatic improvements focused on service quality and user experience.
Leadership & Soft Skills
Strong problem‑solving and analytical skills, with the ability to assess risks and make sound decisions under pressure.
Excellent interpersonal and communication skills, capable of interacting effectively with technical and non‑technical stakeholders, both locally and internationally.
Ability to structure and present clear reporting and metrics to management and governance committees.
Strong organizational skills and ability to manage multiple priorities and projects simultaneously.
High level of ownership, rigor, and autonomy; able to drive topics end‑to‑end.
Team player, able to work in international and multicultural environments.
Proven people‑management skills, with the ability to inspire, develop, and challenge team members to reach their full potential and deliver high performance.