Business Lead - IT Service Delivery Manager

Job Title : Business Lead - IT Service Delivery Manager

Department/Function : IT Service Delivery

Reporting to Title : Head of IT Service Delivery

Main Objectives and Activities

:Within the IT Operation and technology department, composed of network, infrastructure, servers, security, SaaS, and dba teams, you will integrate the IT service delivery team

.As a part of this team, your will have diverse responsibilities including project portfolio management, project management, governance and coordination

.The IT Service delivery team is also key contributor to the implementation of the ITSM product for the BRED group

.You will drive the definition, design and continuous improvement of a new (under development), AI‑enabled ITSM platform, ensuring that it

• :Aligns with ITIL best practice
• sMeets business, architecture, audits and security requirement
• sSupports efficient and controlled Change Management across the organizatio

nYou will act as ITIL evangelist within BRED IT, shaping processes, promoting adoption of the tool, and leading the Change Management process and CAB

.
Responsibilities/ Job Descriptio

n:1. ITSM Project Manager & Business Analys

• isManage the project of the new ITSM platform for all BRED entitie
• s.Collect, challenge, and prioritize business requirements from IT and business stakeholder
• s.Define functional and non‑functional specifications of the ITSM (incidents, requests, problems, changes, CMDB, knowledge, etc.
• ).Translate business needs into clear user stories, use cases and acceptance criteri
• a.Ensure the ITSM roadmap supports BRED IT's operational and strategic objective

s.2. ITIL Process Design & Evangelizati

• onMap and analyze current service management processes and tool
• s.Design and maintain ITIL‑aligned processes (Incident, Request, Problem, Change, Knowledge, CMDB, etc.) as they apply to the new ITS
• M.Challenge existing practices to move closer to ITIL best practices while remaining pragmati
• c.Act as an ITIL evangelist, promoting standardization, best practices, and a service‑oriented mindset across team

s.3. Backlog, Roadmap & Delivery Governan

• ceManage with other stakeholders the ITSM product backlog (prioritization, grooming, planning
• ).Build and maintain the ITSM roadmap in coordination with IT Service Delivery, CMC, architecture and securit
• y.Work closely with the development team (including AI‑enabled development tools) to give direction and clarify requirement
• s.Ensure that each release delivers measurable value and improves service quality and reliabilit

y.4. Quality, Architecture & Security Complian

• ceEnsure that ITSM design and implementation comply with enterprise architecture standard
• s.Work with security teams to ensure the solution respects security, privacy and regulatory requirement
• s.Organize and coordinate test phases (functional tests, integration tests, UAT), define test cases and validation criteri
• a.Validate that delivered features conform to requirements before production deploymen

t.5. Change Management (Process & CA

• B)Own the Change Management process for BRED IT and ensure its proper application across all entitie
• s.Organize, lead and facilitate the Change Advisory Board (CAB) and any related committee
• s.Ensure all changes are properly assessed in terms of risk, impact, planning and rollbac
• k.Monitor change KPIs (success rate, emergency changes, failed changes, etc.) and drive continual improvemen
• t.Provide regular reporting on Change Management to management and international stakeholder

s.6. Adoption, Training & Communicati

• onPromote the usage and value of the ITSM across BRED IT and international bank
• s.Prepare and deliver training materials, guidelines, and communication (user guides, process documentation, FAQs
• ).Support key users and process owners during rollout and major changes in the too
• l.Collect feedback from users and stakeholders to feed continuous improvement of both processes and tool

s.7. Project management and project portfolio manageme

• ntManage key projects within the Technology and Operation Departme
• ntEnsure the technical delivery of international projec
• tsManage and improve the technology and operation project portfol

io
Qualificatio

ns:Educat

• ionMinimum Bachelor's Degree in Computer Science/Engineering or equivalent experien

ce.
Language ski

• lls:English: Full Professional Proficie
• ncy.French language is a p

lus.
Experience and Skills Requ

ired:You are a structured, service‑oriented professional with strong experience in ITSM, ITIL processes, Change Management and Project Management. You can translate business needs into effective service management solutions and lead stakeholders through ch

ange.Core Skills & Compete

• nciesProven experience as ITSM Product Owner, Business Analyst, Process Owner or Service Man
• ager.Strong knowledge of ITIL; certified (at least ITIL Foundation, higher level is a p
• lus).Experience designing and improving ITIL processes and implementing them in an ITSM
• tool.Experience in managing technical proj
• ects.Good understanding of IT operations and infrastructure (incidents, changes, environments, monitoring, e
• tc.).Ability to challenge existing processes and propose pragmatic improvem
• ents.Strong analytical and problem‑solving skills; able to structure complex requirem
• ents.Excellent coordination and facilitation skills (workshops, CAB, committ
• ees).Strong communication skills (written and oral) and ability to adapt to technical and non‑technical audie
• nces.High level of ownership, rigor and autonomy; able to drive topics end‑to
• ‑end.Team player, able to work in international and multicultural environm

ents.Nice to Have / Opt

• ionalExperience with ITSM tools (e.g. ServiceNow, Remedy, Jira Service Management, e
• tc.).Exposure to AI‑assisted development or automation in ITSM (chatbots, virtual agents, auto‑categorization, e
• tc.).Knowledge of monitoring/observability concepts and t
• ools.Understanding of CMDB and configuration manage