Senior Manager Head of Infrastructure & Service Delivery

Job Title: Senior Manager – Head of Infrastructure & Service Delivery

Department/Function: TOD-INT-INF

Reporting to Title: General Manager - Head of TOD

Responsibilities/ Job Description:

1. 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).

2. 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.

3. 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.

4. 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.

5. 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.).

6. 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).
• IaC 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.